"Left after 4.5 hours without being seen"

About: Heartlands Hospital / Accident and emergency

(as a relative),

My mother was told by her GP to go to heartlands at 3:30pm in the afternoon. My mum has not been to hospital in several years so obviously we were worried.

At 8pm my husband and I went to keep her and my dad company... Despite several conversations with staff, one between myself and a doctor who had conveniently "just arrived on shift" no one cold help... even as much as give an indication of how long it may be.

Despite negating the patient's charter of being given a patient plan within four hours... I asked the doctor "what would you do if it was your mum and despite being told to come to hospital by her GP and she is about to walk out?"

The doctor on call (who refused to give their name and who (with the nurse I spoke) to simply referred me to the complaints procedure which they seemed to know more clearly than the patents charter...) said "well this isn't a prison, people can leave as they wish".


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Response from Matthew Cooke, Deputy Medical Director, Heart of England Foundation Trust

I am very sorry to hear about your care. Whilst the whole of the NHS has seen unprecedented demand on A&E services which may cause delays, you should still be receiving information about your care and what can be done to help you.

Please can you contact me at matthew.cooke@heartofengland.nhs.uk with your mother's details and when she attended and I will look in to this.

I am very sorry for your poor experience and hope you managed to get your mother's condition sorted.

Matthew Cooke

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