QEH Outlines Pathway Promoting Patient-centered Care

The Queen Elizabeth Hospital has adopted a mandate promoting patient-centered care, making the patient experience our top priority. Whilst we cannot speak to the specifics of individual cases in the interest of patient confidentiality, we want to assure the public that we actively investigate all complaints to identify any areas for improvement within our processes and systems.

Reducing patient wait times is an ongoing priority for us, and we have implemented various initiatives aimed at streamlining our operations and optimizing resource allocation. However, it is essential to acknowledge that healthcare delivery is complex, and there are occasions when unexpected surges in demand or clinical emergencies may impact our ability to meet the immediate needs of every patient. Furthermore, it’s crucial to recognize that different patients present with varying levels of urgency and medical needs. Our clinical teams make decisions based on the severity of the condition, the urgency of intervention, and the patient’s overall fitness for surgery or treatment. While this may result in longer wait times for some individuals, these decisions are made with the sole intention of maximizing patient outcomes and ensuring the fair allocation of resources.

As we aim to improve our services across the board, we’re encouraging patients with questions about scheduled appointments, surgeries or other procedures to use the channels made available by the hospital to have your concerns addressed in a timely manner.

There are various options allowing patients to connect with us, including:

1. The Patient Advice and Liaison Service (PALS/Help Desk) at 5364800 using regular or WhatsApp calls from 9am-9pm daily.
2. The Clinical Risk Management Unit (CRMU) at 436 6450 Ext 5234 /5247/5248 (Mon-Fri, 9.00 A.M.- 4.30 P.M.) and by email at crmu@qeh.gov.bb.
3. Patients can also visit the CRMU on the ground floor of the QEH
4. Our website at www.qehconnect.com where you can fill out the QEH Patient Complaint Form in our document library.

When making a complaint, patients should provide full details regarding the issue along with their full name, date of birth, address and contact information. This will allow our team to advise and manage their complaint to provide the best possible outcome. We kindly ask that patients assist in helping our medical teams offer the best possible patient centered care.