"Incorrect directions to Day Surgery Unit at Heartlands Hospital"

About: Heartlands Hospital / General surgery

(as the patient),

My admissions letter (filename zzGenaddsam) states that I was to attend the Day Surgery Unit at Heartlands Hospital. This was my second visit to Heartlands, the first had been to Outpatients for a pre-op assessment.

There was no map accompanying my admissions letter, but there was a direction. Under the heading 'Location' it stated "The Admissions Lounge is located on Ward 5, first floor of the main block". Ward 5 is actually the admissions lounge for those who will be staying in hospital pre- or post operation.

The nursing staff were apologetic, took a copy of my letter and said they would take it up with the Patient Booking team. They then directed me to the Day Surgery Unit which is quite a walk from Ward 5.

Not impressed by the admin at Heartlands, though the medical attention I received was first rate.

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Responses

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

Dear Heedmaster

Thank you for your feedback regarding the directions error to get to Day Surgery Unit at Heartlands Hospital. I will forward your email to our General Manager for Surgery who will look onto the concerns that you have raised.

I wish you a speedy recovery and apologies for any distress this cause you.

Kind regards

Iona

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