"Excellent helpful and knowledgable staff - thank..."

About: Heartlands Hospital

What I liked

A visit to A&E on a very busy afternoon (88 patients in the A&E system and a wait of up to 3 hrs).

Excellent announcement by staff about the waiting time and the proceedure.

And then, when seen by Nurse-Practitioner - she was excellent! Calm, thoughful, concerned to make me comfortable quickly as well as diagnose the issue and then suggest appropriate treatment. (The radiologist was quick and efficient too).

She was also human - and had impressive energy for someone who had been on duty since 8am (it was late afternoon) and was rushed off her feet. She is a splendid credit to the department and was an excellent help to me.

Please pass these comments on to her, with my thanks.

What could be improved

The registration process when you first arrive seems to be more about admin and less about triage than I expected. Fine for me, but I worry about the patient before me who had limited english, and was worryingly quiet and withdrawn - it is the quiet ones who you have to watch out for!

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Response from Heartlands Hospital

Thank you very much for your feedback which we are glad to see was overall positive. I will ensure your feedback is passed on to the A&E and Radiology staff who will be delighted to receive it.

Unfortunately the registration process on arrival to A&E can be lenghty due to us having to take details of the illness/injury you are presenting with. We also have to ensure that we have the correct patient on our computer system.

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