About: Heartlands Hospital / General surgery

(as the patient),

Sorry, couldn't find a direct email for the Nursing Dept. I wanted to commend two of their placement nurses who are currently at Heartlands Hospital.

I was recently on Ward 12 at Heartlands and was fortunate enough to be nursed by Sinaird and a male nurse, Andy - think his surname was Gerard but I may have had that wrong. Both of them were excellent, Sinaird in particular, Andy just needs a little bit more confidence in himself. Sinaird was easily the best nurse I encountered in my stay there, professional, compassionate and a pleasure to watch working. She had a lovely manner with everyone, particularly those patients who were very much bed bound by their illnesses. She, and Andy, were a credit to your training.

Please pass this on to their tutors, they deserve to have this recognition on their appraisal records. I would also like to commend Taylor, an agency nurse who I think was called Sid (really lovely chap, again, very professional and very caring), I think there was a sister called Sheridan who was very good. I'd also like to commend Mr Hendrickse's secretary, Mandy, always good on the telephone when I was contacting her.

Unfortunately there were a couple of staff who I feel did let you down, one major obstacle being that they somehow always managed to keep their name badges out of sight. I did watch one auxillary be very uncaring of a very sick lady, making her wait for the commode to arrive and then again, to remove it. This same auxillary also never made eye contact with any of the patients, was very obvious that this was just a job, and not one they particularly enjoyed.

The only other complaint would be regarding the food. I feel that an awful lot of food was wasted in the time I was there, for instance I was put on to soft foods at one stage and really only needed half sized portions but there was no option of this. And really, should you be allowing patients to say 'I'll just have a plate of chips please' and then let them follow that up with chocolate gateau and cream? I think there was far too much choice of food, much of it very unhealthy. Good recovery starts with good diet, you shouldn't be encouraging some people in their bad eating habits.

just remembered there were two other members of staff who were great, one in particular. I can't remember her name though! She was the auxiliary who was on the Saturday I was on the ward. She'd only been working there for two months I think she said, and her mother was the sister on duty that day. Her mom was good and the auxiliary was fantastic. I was very upset that day because of all the tubes in me, I was hot and bothered, and no on had offered to help me wash myself the previous day, I'd just been left with a bowl of hot water and some towels. This auxiliary helped me, calmed me down and was lovely. Please could you find out who she is and thank both her and her mother.

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

Dear Kite38

Thank you so much for your constructive feedback about your patient experience and the care you received whilst on Ward 12 at Heartlands Hospital.

Your comments are well balanced and give great feedback for individuals you felt had provided an excellent or good standard of patient care, as well as highlighting the not so good aspects of your ward experience, which I am sure the Ward Manager and Matron will find very helpful.

I will ensure that your post is highlighted to the Senior Ward Management Team and also Mandy, Mr Hendrickse's secretary who I'm sure will be touched by your kind comments.

I hope this is acceptable, and thank you once again for taking the time to provide your feedback, it is extremely important to us.

I will also ensure that your post is highlighted to our Catering Management Team.

My best wishes for your continued recovery following your stay with us.

Kind regards

Marie Helebert

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