"A&E appalling"

About: Heartlands Hospital

I visited A&E with my sister.it was on 24/9/15,it was completely empty due to being a religious festival.thought we would be seen quicker but what we faced was an ordeal.my sister has mental health problems,she was triaged by a doctor in the corridor with people walking up and down.Where is the dignity in care,the problem she attended for was gynaecological therefore questions were abit personal.we were told there were no free cubicles.FIne we could understand but people after us were taken into cubicles to be triaged.we expect honesty,but that was not given.the nurse in charge was rude to the nurse looking after us when we went into a cubicle telling them 'oh they are only waiting for blood test results,get them out of the cubicle' the nurse felt embarrassed and so did we.we understand you have to keep to targets but this is not a conveyer belt it is human life your dealing with.to top the whole experience of we waited 6 hours for blood test results as the machine was broken,so we self discharged.what an ordeal.doctors were good,the nurse in charge was appalling.the only person there to put a smile on our face was the cleaner.shows a lot got the nhs.

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Responses

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

Dear Safina

Thank you for your comments regarding your visit to Accident and Emergency at Heartlands Hospital with your sister.

I am sorry that you were unhappy with the experience and I would like to look into this in more detail.

Can I please ask you to contact me or a member of the patient services team on 0121 424 0808 or by email: marie.helebert@heartofengland.nhs.uk so that more information can be obtained to enable us to investigate this matter?

Thank you for posting your thoughts and observations, patient & visitor feedback is extremely important to us as it enables the trust to identify issues, to make changes and improvements where necessary.

I hope this is acceptable and I look forward to hearing from you at your convenience.

Kind regards

Marie Helebert

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Response from Heartlands Hospital

Dear Safina

Thank you for your comments regarding your visit to Accident and Emergency at Heartlands Hospital with your sister.

I am sorry that you were unhappy with the experience and I would like to look into this in more detail.

Can I please ask you to contact me or a member of the patient services team on 0121 424 0808 or by email: marie.helebert@heartofengland.nhs.uk so that more information can be obtained to enable us to investigate this matter?

Thank you for posting your thoughts and observations, patient & visitor feedback is extremely important to us as it enables the trust to identify issues, to make changes and improvements where necessary.

I hope this is acceptable and I look forward to hearing from you at your convenience.

Kind regards

Marie Helebert

  • {{helpful}} of {{total()}} people think this response is helpful