"Rough member of night staff at Heartlands Hospital"

About: Heart Of England NHS Foundation Trust Solihull Hospital / Trauma and orthopaedics

(as the patient),

I was on holiday in France and unfortunately had an accident and spent 8 days in hospital after having a hip replacement. Once I was fit enough to travel I was flown back to Birmingham airport and St John's ambulance took me to Heartlands Hospital.

When I arrived it was midnight and I was very hungry, the Hospital staff were at first very accommodating and even made me toast at this very late hour.

I don't know if I was in an unfortunate part of the ward, but the bell was outside my room and rang constantly throughout the night. It didn't seem like anyone took notice of the bell as it just kept going. The ward was very loud during the night hours and this made it difficult to sleep.

One night I was almost asleep when a nurse entered my room, did not say a word to me, pulled the bed sheet back and very roughly started to cut my pants off. I asked her what she was doing and to stop many times until she replied by saying she thought I was wearing a sanitary towel, which I was not. This was very upsetting for me and apart from me arriving and being treated very nice I now never want to have to come back to this hospital again.

I told the nurse that i was going to report her for the way she had not listened to me and roughly handled me and from that moment on she became very friendly with me and provided me with a new pair of nice pants. It seemed to me that asking for a complaint form meant that I then got everything I asked for and wanted previously.

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Responses

Response from Heart Of England NHS Foundation Trust

Thank you for taking the time to send us your feedback on the care that you recieved whilst you were an inpatient at Heartlands Hospital. We are sorry for the distruption you suffered and discomfort that you may have recieved. We have passed your comments to the Patient Services Team (PALS) if you would like to contact them their contact number is 0121 424 0929.