"very disappointing"

What could be improved

having visited Heartlands hospital many times with family/relatives...there is an overall feeling amongst myself and many other people within the community that the standard of care provided at this hospital is very poor. The nurses and staff are very rude. There have been instances of them ignoring patients and generally being rude. Having visited other hospitals in Birmingham, I think Heartlands hospital is the worst. I have been to Queen Elizabeth and sellyoak and the staff at QE etc are very professional and caring. At Heartlands there is no professionalism and if a patient asks a question about their care....often they are given a rude reply by the staff...which basically puts people off even asking anything. I personally would never feel comfortable about going to Heartlands and neither would alot of other people I know. Many people do not know how to complain and therefore dont but im sure if patients visiting the hospital were informed of how to make a complaint, there would be a huge number of complaints...I have many times seen other dissatisfied patients whilst visiting Heartlands. There are many more complaints etc...but too much to mention here. I would like to know the formal procedure for making complaints.