Queen Elizabeth Hospital Birmingham
Mindelsohn Way, Edgbaston, Birmingham, B15 2WBContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Lack of Transparency a in Blood Test Procedures
Rated 2 stars out of 5
by GDubb - Posted on 24 July 2024
Summary My recent experience at the blood test clinic was marred by a lack of transparency and poor communication from the staff, particularly the receptionists. Despite arriving promptly, I found myself wasting over an hour due to unclear instructions and inadequate signage. Arrival and Initial Impressions Upon arrival, I was met with a confusing and chaotic environment. The reception area lacked clear and visible notice boards, which are crucial for guiding patients through the necessary steps. The instructions for obtaining a ticket and understanding the process were not prominently displayed, adding to the overall confusion. Interaction with Receptionists The receptionists, who are typically the first point of contact and source of information, were unfortunately not up to the task. Their communication was vague and unhelpful. Rather than providing clear and concise directions, they made assumptions that patients would inherently know what to do. This approach is highly ineffective, especially in a medical setting where clarity is paramount. The Waiting Game I spent over an hour waiting for my blood test, largely due to the lack of proper instructions. It became evident that many other patients were similarly confused, wandering around trying to decipher the process. The requirement to keep an eye on notice boards was not communicated effectively, and those boards that did exist were poorly positioned and difficult to read. Need for Improvement To improve the experience for patients, the clinic needs to address several key areas: Clear Signage: Notice boards should be prominently displayed and easily readable, providing step-by-step instructions for patients. Effective Communication: Receptionists must be trained to deliver clear, unambiguous instructions. They should guide patients through the process without making any assumptions. Systematic Process: Implementing a more systematic approach to managing patient flow can reduce confusion and waiting times. For instance, a clear ticketing system should be explained upon arrival. Conclusion The lack of transparency and poor communication at the blood test clinic resulted in a frustrating and time-consuming experience. Clear instructions and effective communication from the receptionists are essential to ensure a smooth and efficient process for all patients. Addressing these issues will significantly improve patient satisfaction and overall clinic efficiency.
Visited General Medicine on July 2024
Review titled Queen Elizabeth Hospital Birmingham
Replied on 31 July 2024
Dear Patient Thank you for taking the time to provide feedback about the Queen Elizabeth Hospital Birmingham – apologies for the delayed response. We are really sorry to hear that you had such a challenging experience in the blood test clinic - specifically the long wait to be seen, poor signage and vague and unhelpful communication from staff. If you think it’s helpful we are keen to listen to your concerns in more detail and to try to help if there are any outstanding issues - or things we can learn from. If you are happy to do this please make contact with the Patient Advice and Liaison Service (PALS) to provide your details. They can be contacted by phone 0121 424 0808, by email PALS@uhb.nhs.uk, or by contact form at https://www.uhb.nhs.uk/forms/contact-complaint-concern We'd also be interested in hearing about this in more detail and potentially gathering a patient/relative story to use in staff training and other meetings for learning and reflection. If this is something you're interested in please contact patientexperience@uhb.nhs.uk and we can arrange to discuss further. Best wishes James Cunningham Patient Experience Officer at University Hospitals Birmingham
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Review titled Caring and compassionate critical care unit
Rated 5 stars out of 5
by Jane owen - Posted on 25 October 2024
I would just like to say that everybody on critical care unit B who were involved in my sons care were amazing with him they spoke to him even though he was unresponsive and they also explained everything they were doing to him , they looked after him with such care and compassion , they went out of their way to make sure that he and the family were as comfortable as they could be and even gave us extra space when we knew our son wasn't going to survive so that other family members and friends could come and say their goodbyes , they gave us all the time we needed , the jobs these amazing people do is not an easy one being around very poorly people and i thank each and every one of them for the very hard work they do for everyone that goes to critical care x
Visited Intensive Care on July 2024
Review titled Queen Elizabeth Hospital Birmingham
Replied on 28 October 2024
Dear Jane Thank you so much for taking the time to provide feedback about Queen Elizabeth Hospital Birmingham. We are delighted to hear about the excellent service you received from our wonderful colleagues in the Critical Care Team and that you were treated with so much kindness and care during your time here. If you would like to provide any more information or further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Best Wishes Georgia Clarke Patient Experience Assistant at University Hospitals Birmingham
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Review titled Excellent care
Rated 5 stars out of 5
by Christine Orton - Posted on 04 July 2024
I recently had a cardiac ablation and overnight stay in the hospital. The care I received throughout from everyone I met was professional, caring and reassuring. I am very grateful to all concerned.
Visited Cardiology on July 2024
Review titled Queen Elizabeth Hospital Birmingham
Replied on 31 July 2024
Dear Christine Thank you so much for taking the time to provide feedback about the Queen Elizabeth Hospital Birmingham- apologies for the delayed response. We are pleased to hear that you're so happy with the care you received after an overnight stay for a cardiac ablation and that staff were so professional, caring and reassuring. If you would like to provide any more information or further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Best Wishes James Cunningham Patient Experience Officer at University Hospitals Birmingham
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Review titled Superb service
Rated 5 stars out of 5
by Hazel Wood - Posted on 17 July 2024
I would like to thank the secretary who rearranged my appointment after cancelling because of Covid; the receptionist who greeted me; lovely nurse who took my details; super nurses and doctor in the flexible cystoscopy unit who did the procedure who explained everything and ensured I did not feel vulnerable. I would never have got better treatment if I had gone private. Thank you everyone.
Visited Urology on July 2024
Review titled Queen Elizabeth Hospital Birmingham
Replied on 31 July 2024
Dear Hazel Thank you so much for taking the time to provide feedback about the Queen Elizabeth Hospital Birmingham- apologies for the slightly delayed response. We are really pleased to hear how happy you are with the care you received from staff in the flexible cystoscopy unit. If you would like to provide any more information or further feedback about your experience (including the names of staff if you want us to pass a message on to them) please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Best Wishes James Cunningham Patient Experience Officer at University Hospitals Birmingham
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Review titled Caring and generally good
Rated 4 stars out of 5
by Craig James - Posted on 04 July 2024
I was only in the emergency department from 5am to 7am before I got seen, this may seem like a long time to wait but for a nhs hospital it wasn’t bad at all. I was transferred to Queen Elizabeth Hospital by ambulance and upon entry the staff were very polite and unlike other hospitals I’ve been to, it felt easy to find a nurse to talk to if you started feeling worse. The department didnt feel crowded at all. The only experience I didn’t feel was great was the initial transfer from the ambulance to the hospital; it took a while to even get into the hospital because one of the members of staff told the paramedics they weren’t accepting mental health patients, which was quite shocking. If it wasn’t to the paramedics I very much doubt I would have even been admitted. Apart from that, the stay at the hospital was good.
Visited Accident and emergency services on June 2024
Review titled Queen Elizabeth Hospital Birmingham
Replied on 31 July 2024
Dear Craig Thank you so much for taking the time to provide feedback about Queen Elizabeth Hospital Birmingham- apologies for the delayed response. Whilst we are pleased to hear that you're happy with the care from staff you received when you arrived at the Emergency Department we are sorry to hear that there were some issues with your initial transfer here in the ambulance. If you would like to provide any more information or further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Best Wishes James Cunningham Patient Experience Officer at University Hospitals Birmingham
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Review titled Doctor was great
Rated 5 stars out of 5
by Daniel - Posted on 26 June 2024
Was seen in A+E for a minor eye injury. Felt stupid and embarrassed, scared, had to go on my own. Obviously wasn't a fun experience in general, but just wanted to say that for a service that I know is being pushed to it's capcity right now... everyone was so professional, kind and made me feel looked after while I was feeling vulnerable and worried about my health. In particular, I just want to say thank you to the doctor who saw me, who really was so relaxed, reassuring, informative, and nice. I am sure it is such a difficult job and I was just so impressed with how at ease he was, after midnight on a Sunday, how in the five minutes or so he spent with me he explained a lot and helped a lot with my injury. Very grateful for the care I received from this service and for all the staff who commit themselves to this job! Thank you so much.
Visited Accident and emergency services on June 2024
Review titled Queen Elizabeth Hospital Birmingham
Replied on 26 June 2024
Dear Daniel, Thank you so much for taking the time to feedback about Queen Elizabeth Hospital Birmingham. We are delighted to hear about the excellent service you received in the Emergency Department and that you were treated with so much professionalism and kindness during your treatment. We’ll make sure that your comments are recorded and feedback to the teams involved in your care. If you would like to provide any more information or further feedback about your experience, please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback Best wishes Laura Clarke – Patient Experience Team
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Review titled Excellent
Rated 5 stars out of 5
by Paul Raybould - Posted on 20 June 2024
I arrived 1am on sun. The place was very busy. The staff were very competent and got the numbers down quickly. Wait times were long but no-one could have dealt with it more efficiently. Thanks.
Visited Accident and emergency services on June 2024
Review titled Queen Elizabeth Hospital Birmingham
Replied on 21 June 2024
Dear Paul Thank you so much for taking the time to provide feedback about the Queen Elizabeth Hospital Birmingham. Whilst we are sorry to hear that you had a long wait we are delighted to hear that the staff looking after you were so competent and efficient. If you would like to provide any more information or further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Best Wishes James Cunningham Patient Experience Officer at University Hospitals Birmingham
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Review titled Professional,efficient & caring
Rated 5 stars out of 5
by Gordon & Lorraine - Posted on 07 June 2024
We attended A&E today following a fall & being advised to do so by our GP. We were triaged , bloods taken , ECG readings taken , X-rays taken , consultation with results of tests & prescription given along with post op instructions all within 3 hours of arrival by a professional, approachable & caring team of nurses / phlebotomists / radiographers / pharmacists & consultant. We would like to thank everyone involved in our care today , & comment how fortunate we are to be able to access this team . Incidentally whilst we were waiting we were asked if we’d like a tea, coffee, biscuit or sandwich … outstanding & totally unexpected ! Thank you all
Visited Accident and emergency services on June 2024
Review titled Queen Elizabeth Hospital Birmingham
Replied on 19 June 2024
Dear Gordon and Lorraine Thank you so much for taking the time to provide feedback about the Queen Elizabeth Hospital Birmingham - apologies for the slightly delayed response. We are delighted to hear about the excellent care you received when you came into the Emergency Department following a fall and that you were seen, assessed and treated so quickly. If you would like to provide any more information or further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Best Wishes James Cunningham Patient Experience Officer at University Hospitals Birmingham
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Review titled Great hospital Service
Rated 5 stars out of 5
by Mr Ahmed Ish - Posted on 12 June 2024
I was treated with respect just under three hours was discharged the nurses staff doctors very kind were help thank you so much
Visited Don't know on June 2024
Review titled Queen Elizabeth Hospital Birmingham
Replied on 19 June 2024
Dear Ahmed Thank you so much for taking the time to provide feedback about the Queen Elizabeth Hospital Birmingham. We are delighted to hear about the excellent care you received and that you were seen, treated and discharged so quickly. If you would like to provide any more information or further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Best Wishes James Cunningham Patient Experience Officer at University Hospitals Birmingham
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Review titled Amazing staff
Rated 5 stars out of 5
by Clare - Posted on 28 June 2024
I was advised to go to the QE by the clinician of my medical practice. I knew this would incur a long, long wait and it did, but every member of staff was efficient, friendly and professional. For my condition, despite the huge number of people there, they left no stone unturned in treating me - I felt I mattered. The staff are under enormous pressure but still maintain a thoroughly friendly and supportive professionalism. Thank you
Visited Accident and emergency services on June 2024
Review titled Queen Elizabeth Hospital Birmingham
Replied on 01 July 2024
Dear Clare, Thank you so much for taking the time to feedback about Queen Elizabeth Hospital Birmingham. We are delighted to hear about the excellent service you received in the Emergency Department and that you were treated with so much professionalism and kindness during your treatment. We’ll make sure that your comments are recorded and feedback to the teams involved in your care. If you would like to provide any more information or further feedback about your experience, please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback Best wishes Laura Clarke – Patient Experience Team
Information supplied by University Hospitals Birmingham NHS Foundation Trust