"NHS at its knees"

About: Heartlands Hospital

Anything else?

I arrived at heartlands at 7pm after being referred by a GP. I was finally seen by a registra at 3am. I was so exhausted and uncomfortable in the waiting room they put me in that at midnight I went for a sleep in my car where I had blankets and could lie down. No body could tell me how long I would be waiting or gave me any information, it was only when I went out to see them that they would acknowledge I was even there. I saw the registra at 3am where I got what I was waiting for intravenous antibiotic. (My GP told me this at 5pm, and told me to go and have something to eat before I went to heartlands, she obviously knew how long I would be waiting). Whilst on the ward I saw very elderly patients waiting for basic things like drink and being moved in their bed as they were uncomfortable. I even saw one nurse ignore an elderly patient " please help me I feel very uncomfortable". This lady was not helped for nearly an hour!!! I was ill myself but now leaving the ward I found what I saw very distressing, if that was a relative of mine I would be very unhappy. As for my own health I am in no better situation then when I arrived, I needed a scan but could not book me in. Some of the issues seem to be the services I required were at solihull, so why was I sent to heartlands!!! I would ask for pain relief this took 40 min to get to me, surely one of the reasons I have gone in to hospital is to get pain relief if I can't get that what is the point. I have an appointment on Monday with my consultant in solihull and hope that this can be sorted out!!! The nurses were all polite but clearly under staffed!!! I would never use heartlands again in an emergency, providing I was able to I would travel to another hospital!! In the past I have had great service from the NHS especially during the birth of my children and have felt proud of the service we offer in the uk to everyone, I feel concerned about its future especially as my parents get older.

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Responses

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

Dear Anonymous

Thank you for your feedback regarding the care and treatment at Heartlands Hospital. I will forward your email to the General Manager but first could I please ask for your hospital PID number. Can you please email me at iona.belgrove@heartofengland.nhs.uk.

Kind regards

Iona

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

Dear Anonymous

The General Manager would like to send his apologies for the poor standard of care you experienced in the ED.

I have spoken to the Lead Nurse, who in return has spoken at length to the nursing staff in the ED. The Lead Nurse has shared your story with the team so they fully appreciate the importance of good standard of care and the impact this has on a patient’s well-being.

The General Manger and Lead Nurse will also continue to monitor this through the monthly Patient Experience audit and has asked me to extend their sincere apologies for the experience you had at Heartlands Hospital.

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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