"Contrasting experience between Ward 1 and discharge lounge"

About: Heartlands Hospital / General surgery Heartlands Hospital / Gynaecology

(as the patient),

I was admitted two days ago for fibroid embolisation and stayed in for over 24 hours. The staff I encountered on the ward and in theatre were all fabulous and I cannot thank them enough for the fantastic care. I saw nurses working so hard on long shifts and dealing with some very grumpy and rude patients. The nurses were so professional throughout and I admire their sense of calm and patience in such hectic circumstances. The radiology team were fantastic and also very calming. I was very nervous on arrival but they all put me at ease. I am really pleased with the care they gave me, they are all amazing.

However...the discharge lounge was a different matter. After seeing such a great team of staff on ward 1, I was really upset with the way I was treated when waiting in the discharge lounge. My prescription was not there when I arrived and took ages but the woman didn't seem bothered. I waited over an hour with my family waiting in the expensive car park to collect me. By the time it arrived I was so upset and in pain ( I needed my painkillers) that I left alone and carrying my heavy bags as I could not wait any longer.

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

Dear KateEver

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

I have forward you feedback regarding your stay on ward 1 to the Lead Nurse and her staff who I know will be pleased to receive your comments.

I would like to take the opportunity to apologise to you for that fact you have felt the need to write about your experience in the Discharge Lounge. I have forward your feedback to the Senior Sister who looks after the lounge.

Could I please ask if you could contact me on 0121 424 0808 or email me @ iona.belgrove@heartofengland.nhs.uk as I will need some more details from you.

Best wishes and a speedy recovery


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