The Queen Elizabeth Hospital (QEH) has circa 500 beds, 28 wards and serves a population of around 331,000 people who are living in Norfolk, Cambridgeshire and Lincolnshire.
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882 responses from the local community
Rude receptionist
2
Submitted by Anonymous26th July 2023
Receptionist was very rude and abrupt when I communicated with her.
If you are having a bad day, please do not take this out on us patients.
This is not all staff on reception as others are friendly and doing a fantastic job, remembering what a smile is.
I was in QEHKL A & E on Saturday 13th May 1.30pm following a referral via 111. I was quite poorly post covid so quite happy with the care given. They all work so hard.
Triaged 3 times by 111:
1) first call made by me around 9am to 111
2) call back by a clinician 111
3) another call back by a 111 Doctor who referred me to QEHKL with advance notice given to QEHKL as xray required post covid (positive May 2nd). QEHKL aware I would be there. Covid Negative on 11th May.
Arrived at QEHKL on time. Had to hunt down a working car park meter. Only one working. I was with my husband.
A & E:
Had to get pass the GP front door receptionist despite saying 111 referral. This receptionist then directed me to another receptionist.
Second receptionist had my details on the system, but still asked a brief medical history.
Went to A & E waiting area.
Triaged by a clinician in red scrubs, with repeat medical questions but print out was very comprehensive from 111. Told that I had a chest infection and a slightly high temperature. Would need a chest xray to rule out anything nasty post covid. Would need antibiotics.
Back to sit in waiting room.
Triaged again by a different Doctor, different room. Green scrubs. Same questions. Told I would need a chest xray and bloods.
Back to sit in waiting room.
Directed to Xray.
Checked in for Xray and asked to wait. More people came in, sitting waiting.
A clinician came into our area and asked us why were we sitting there? as the radiographers couldn't see us. Should be sitting in the corridor through the doors. Receptionist quizzed by the clinician- it was her first shift and was told to ask patients to sit where we were. Anyway, we all moved to the corridor for xray.
Xrayed and an ECG (not aware of that but ok). Whilst having my ECG the doors opened unexpectedly with a female clinician, blue scrubs, searching for a blue tray (???). Bearing in mind I was semi naked. She said she'd keep her eyes down but needed a blue tray, walking round the room and took one off the trolley (Don't mind the patient.....). The professional taking my ECG apologised.
Xray and ECG all done. Still no bloods. I asked out of interest why weren't bloods done earlier, as I'm aware of lab timing for results. Response was that this has been asked many times for blood to be taken at point of triage if required, but falls on seniors' deaf ears, it would save so much time. This was now about 2 hrs in from arriving but OK.
Back to waiting room.
Second Doctor who triaged me asked if I felt better after taking the paracetamol - I wasn't given any. Doctor asked a colleague to give me some. Still no bloods.
I spoke to a guy in blue scrubs a bit later about my bloods, he looked on the system and didn't appear too pleased. He then took my bloods advising about 2hrs for results to come back. He apologised.
Back to waiting room.
It seemed very unorganised with no flow. Very disjointed. From people watching, others were experiencing the same. One chaperone recommended recording first chat then just press play every time.
One patient was told in front of everyone that they were just waiting his xray results, his reply was that he hadn't yet had his xray.
Clinicians were calling people who weren't there, replies from the waiters / chaperones saying they'd already been called, quite embarrassing really.
Very very disorganised. It needs a good walk through from front door all the way through, by someone who will be listened to.
I was happy, no complaints as I was just happy to be seen.
Just very disorganised with no flow sadly. I felt that staff had no directions and seemed like rabbits in headlights. Seemed quite unprofessional.
A big thanks to all the staff, they just need the system to flow.
In January this year I was sent by my GP to the Queen Elizabeth hospital. I had a really bad viral chest infection. I was in resus within 15 minutes of arrival. I'm total I was in for 4 weeks. The food was absolutely fantastic, so tasty, just what you need when not well. The staff could not do enough for me. I will always be in debt to them.
Submitted by Feedback collected by Healthwatch Norfolk staff4th May 2023
I visit my loved one on the ward. It is a good ward and the staff are doing the best they can. The physio is really good and they do a good job. They could improve by employing more staff as it is difficult for one person to do so much and sometimes patients have to wait to use the toilet. This is why it would be good to have more staff to help.
Submitted by Feedback collected by Healthwatch Norfolk 4th May 2023
The staff are friendly and nice, they all speak to you. I visit most days and they look after me too, which is nice. I feel well informed about my relatives treatment plan and the doctor is really nice, he even waved to me in the corridor. The doctor is easy to understand and I feel well informed. The refreshment staff and cleaning staff are all very friendly they speak to me and offer me drinks. Justin the cleaner is really friendly and helpful, everybody seems to like him.
The car parking however is ridiculous, it's the worst thing about the hospital. Earlier in my relatives stay at the hospital I got a call from the hospital early in the morning asking me to come in. However when I arrived at the hospital there was no where to park and it took me ages to find a space. It was really stressful.
Submitted by Feedback collected by Healthwatch Norfolk 4th May 2023
It's very good. The staff are very helpful with everything. It's very good all round. Its comfortable and the food is very nice. The nights seem long but last night I slept better, but sleep at home is not good anyway.
Submitted by Feedback collected by Healthwatch Norfolk 4th May 2023
Everyone is very good. I'm looked after okay. I am fed up with it though as I want to get better. I sleep well but bedtime is 10pm or later here. At home I go to bed at 9pm. The food is alright but it's not what I normally eat. It's not dreadful though. More biscuit things would be good.