"I think your team gave me magnificent attention -..."

About: Heartlands Hospital

What I liked

I am delighted to have this opportunity to publicly state that I received exceptional help over my near 2 weeks stay at Heartlands. Everyone was so helpful, nurses particularly so and I saw so many acts of kindness. How nurses retain their humour and care during their many hours of duty - particularly at night when they are away from, probably,their young families amazed me.I thought the trainees, cleaners, helpers in what ever capacity were amusing and professional in their duties. I congratulate any managers who were imparting their high standards - well done.

I thought the cleanliness was exceptional and noticed the regular quality controlling that was going on. I wasn't expecting the very high quality of the food that I ate with keenness. Considering the size of the Hospital and all the logistics I would give 98% to the food element - Thank you.

Only a few weeks before my entry into Heartlands my wife was in a neighbouring ward and sadly I lost her so memories lay very heavily. But everyone were so understanding and helpful. Thank you

What could be improved

I very very small doubt. No doubt the subject is under deepo consideration but the Discharge process, to me, seems a ltlle "creaky". When folk are informed that they will be going home they are usually thrilled but thyen the seemingly long wait begins. It seemd an eternity before the pills arrive.

I was lucky in that In was takenn to the Discharge Lounge and received my pills relatively quickly but I thought the Lounge was a little short on satisfaction. If a fresh opinion could be brought to bear on that office - then it probably comes back to how much to spend. Please help there, thank you

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Responses

Response from Patient Engagement Office and Project Manager, Heart Of England NHS Foundation Trust We have made a change

Dear Cliff100

Thank you very much for sharing your feedback with us which was overall very positive. I will ensure it is passed on to the relevant departments including the catering and cleaning department.

With regards to your comments about the Discharge Lounge - the lounge you went into is fortunately only a temporary lounge while work is being done to open a new purpose built discharge lounge. I do however agree that the discharge lounge currently being used is not ideal for patients especially when they are recoving from illness/injury but luckily it is only a temporary measure.

Thanks again

Catherine Williams

Patient Engagement Department

Response from Heartlands Hospital

Thank you very much for sharing your feedback with us which was overall very positive. I will ensure it is passed on to the relevant departments including the catering and cleaning department.

With regards to your comments about the Discharge Lounge - the lounge you went into is fortunately only a temporary lounge while work is being done to open a new purpose built discharge lounge. I do however agree that the discharge lounge currently being used is not ideal for patients especially when they are recoving from illness/injury but luckily it is only a temporary measure.

Thanks again

Catherine Williams

Patient Engagement Department

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