"My high scoring applies to clinical staff only."

About: Heartlands Hospital

Recently I had to attend the A&E department in Heartlands Hospital because I had an accident at work in the middle of my night shift. Having never been to A&E before, and conscious about me having time out from my shift, I was nervous about going to A&E. I was extremely impressed with how I was treated. I got very upset during my visit to A&E but felt comforted by all clinical staff members (this includes: the many Nurses, 2 Student Nurses, and 2 Doctors that I was looked after by that evening.) I found that all clinical staff had a great sense of humour and they spoke to me in ways which I found to be very comforting and very reassuring. It was obvious the staff were all very caring people. They are a credit to the A&E department in Heartlands Hospital. Sadly, the same can not be said, however, for the receptionists behind the desk. Upon my arrival the girl behind the desk (who was asking for my details) was very rude. She did not look up from her computer screen once whilst she was collecting my details, and not even, to say "hello" to me when I arrived in the department. Having never had to visit an A&E department before, I was unsure of the process but when I was asking questions I found all women behind the desk were unfriendly and impolite, and certainly lacking compassion. At one point the two women behind the reception desk rolled their eyes at each other, which offended me a great deal. Despite the total unprofessionalism from the receptionist staff, I can't express enough how grateful I am to have been treated with such kindness by the clinical staff in the A&E department that night. Thank you so much for making me feel so reassured :-)

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Response from Margaret Mitchell, Deputy head for patient services, Heart Of England NHS Foundation Trust

Dear Sophia,

thank you very much for your recent feedback in respect of your recent admission to A&E at Heartlands Hospital. Although I see you had positive responses you also had some negative and without your feedback we would be unable to address these. I have passed on your comments to our team in A&E who will review them. I hope you are better now.

Kind regards

Margaret Mitchell

Deputy Head of Patient Services

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