"referral from Solihull Hospital"

About: Heartlands Hospital

After being seen at the Badger Clinic and having a phone line assessment my daughter who was experiencing abdominal pain was told to go to the Heartlands Hospital Ward 11 where a surgeon could examine her for suspected appendicitis. Armed with a letter of referral myself, her brother and her partner and my daughter arrived on Ward 11 at 9pm; on arrival the ward sister asked if she could help and took the letter, she told us to wait in a waiting room. At 9.30ish my daughter was asked to come out of the waiting room and fill in some forms. We then waited until midnight before my daughter was taken to another room for a blood test and to provide a urine sample, she was returned now unable to sit because of the pain to the waiting room. At 1am my daughter asked when she would be seen and was rudely spoken to and my son went to speak to the nurse to find out what was going on and to see if it would be better to come back in the morning? A doctor popped his head around the corner and said that he would see my daughter in 30 to 40 minutes. At 2am my daughter had had enough and was going to leave but the doctor told her to wait in a room she did until 2.30am with her boyfriend the doctor told them that he was going to look at a scan but was heard ordering a take away meal and joking with staff, my daughter returned to the waiting room very upset and said that she wanted to go the doctor asked her to return to the examination room and told her he didn't think she had food poisoning because she didn't order from the same place as they did and that they didn't know where her blood test was; that there was blood in her urine but not to worry they didn't think it was anything other than non specific abdominal pain and told her to come back if it got worse. We left with no treatment or pain relief. I think this was dreadful with staff lacking in professionalism and empathy the funny thing is 3 of us work in care ... ironic I don't think CQC would be impressed.

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Responses

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

Dear Anonymous, I am very sorry to hear of your daughter's experience whilst under our care. If your daughter would like to discuss this with me or my colleague Iona Belgrove we would be happy to investigate into this further for her.

You may contact us on 0121 424 0808, Monday-Friday 8.00am-4.00pm.

Kind regards

Margaret Mitchell

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