"Receptionist is a great lady"

About: Heartlands Hospital / General medicine

(as the patient),

July 2013 and then 6 weeks later the same lady from heartlands at reception helped me. I think her name is Karen.

I was seriously ill the first time and she got me a wheelchair and helped me to the ward. The second time is the one that I will always remember and feel truly grateful for. I got to the hospital for a check up and because of how ill I had been last time I was there, I had a panic attack.

Karen went out of her way to help me and was so kind and caring when I really needed it. I don't know what I'd have done without her. She helped me get to where I needed to be and hugged me when I was crying and panicking.

She's a great lady and her kindness should be recognised.

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

Dear Kateew

Thank you for taking the time and trouble to write about your experiences at Heartlands Hospital.

I have forward your feedback to Karen and her line Manager who I know they will be thrilled to receive your kind comments.

I will also let the Chief Executive of the Trust and the Director of Public Affairs know of Karen's kindness towards you.

Best wishes


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