"the front desk staff at the Accident ..."

About: Heartlands Hospital

(as the patient),

What I liked

the front desk staff at the Accident and Emergency.

What could be improved

Staff customer service skills and how to speak to patients and visitors alike as well as elders. Especially the Accident and Emergency where i was not informed of what i was going to expect to be done in terms of x-rays etc after i had a fall. Was kept waiting for 2 hours and had to walk out and was seen at selly Oak hospital in a quarter of the time.

Anything else?

would never ever visit Hearlands hospital ever again. Emotionally and physically i am left alarmed and distressed.

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Response from Heartlands Hospital

May we take this opportunity to apologise for your experience which falls well below the standards we expect for our patients. Good communication skills are absolutely essential in any front line service and your comments have been picked up by the team concerned as part of our continuous improvement programme.

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