"Lack of communication between staff"

About: Heartlands Hospital

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I was admitted to the cystic fibrosis unit in October for IV antibiotics. In my case difficult because of multiple allergies. Although expertise is not in doubt, I was disappointed that I rarely saw specialist staff. Communication between staff and from specialist staff to me was poor. Antibiotics were selected without any discussion with me. Nurses turned up without correct giving sets for the IV pump that I had in my room. Meals were poor, and catering for vegetarian patients almost non existent unless you want cheese with every meal. I felt isolated, left without information and cared for by staff without interest. There were one or two outstandingly good members of staff. The doctors were excellent when I saw them. The night IV nurse was first class, as were one or two staff nurses. It was all just too patchy. The physiotherapists were absolute stars. I had to check too much myself, and too much responsibility was placed on me, when ill, to check everything they were doing. Not good enough. The cleaner was also excellent. But I expect better from a tertiary referral unit.

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Responses

Response from Iona Belgrove, Patient Services Manager, Heart Of England NHS Foundation Trust

Dear Sarah Walters

Thank you for taking the time to write regarding your experience at Heartlands Hospital; my apologies for the delay in responding.

First of all, may I say thank you for your kind comments about staff. These comments will be foward to staff and I am sure they will be thrilled with such positive feedback.

I was most sorry to read of your experience and I will discuss your comments with the Catering Manager and the Cystic Fibrosis Ward Manager. Please be assured patient feedback is of incredible value to us as we strive to improve our services.

If you have any further concerns please do not hesitate to contact me on 0121 424 0808 or via email iona.belgrove@heartofengland.nhs.uk.

Kind regards

Iona

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Response from Heartlands Hospital

Heart of England NHS Foundation Trust would like to take the opportunity to thank you for your feedback and comments on NHS Choices website, this website also feeds into the Patient Opinion website, www.patientopinion.org.uk which is viewed daily by the Trust and a response to your posting will be available here. If you are unable to view the response and would like to discuss further please do not hestitate to contact us (Patient Services on 0121 424 0808) alternatively on www.patientservices@heartofengland.nhs.uk Kind regards Patient Services Department

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