"Disorganised and rude administration staff"

About: Heartlands Hospital

I was referred to the gastroenterology dept in July due to abdominal pain suspected gallstones. Dr said would organise MRI scan within 5 weeks. 10 weeks later and after several phone calls it was discovered dr had in fact forgot to book it.After one phone call chasing the. MRI with the secretary I was told they were to busy.chase it up for me and put phone down.eventually get mri scan end sept. Another six weeks later and still suffering symptoms still nothing from dr.Again I chased this up and was told it would get letter asap.finally get letter 16 weeks after the initial appoint saying I would get appointment for clinic.by the time I get seen in clinic it will be 22 weeks and still no diagnosis. The appointment for the clinic is not with the original consultant either. Not a good experience of this dept

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

Dear Anonymous

Thank you for posting your experience with Gastroenterology Service at Heartlands Hospital.

I am sorry to read that you have experienced difficulties and delays, and also poor communication.

I would be very happy to look into this in more detail but would require further information from you.

Can I please ask you to contact me at your convenience on 0121 424 0808 or by email:


I look forward to hearing from you at your convenience and will be very happy to assist you in resolving your concern.

Once again, thank you for providing your post, patient feedback is extremely important to us.

Kind regards

Marie Helebert

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