"Booked for a wrong MRI scan Birmingham Heartlands Hospital"

About: Heartlands Hospital / Trauma and orthopaedics

(as the patient),

I was booked and attended my appointment at the Heartlands on time. I waited for one and a half hour before I can be seen, only to find it was booked for the wrong procedure.

However, I will really like to express my appreciation to two staff members who took me aside, apologised and reassured me that they will rearrange another appointment ASAP for me.

Rodelaine and Helen S, your kindness and empathic approach was remarkable. Thank you.

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Responses

Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust

Dear Given

Thank you for your feedback following your attendance to Heartlands Hospital for an MRI Scan.

I am very sorry that you had such a long wait, only to find that you had been booked in for the wrong investigation.

It is reassuring to read that you were well supported by staff members in the department and lots of reassurance was given that the matter would be rectified speedily and another appointment arranged for you.

I would appreciate if you could contact me at your convenience, either by telephone on 0121 424 0808 or by email: marie.helebert@heartofengland.nhs.uk so that I may obtain some more information from you?

I look forward to hearing from you and please contact me if I can be of any other assistance.

Kind Regards

Marie Helebert

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