"my mother's poor treatment at Heartlands"

About: Heartlands Hospital / Older people's healthcare

(as a relative),

My mother is in ward 9 at heartlands hospital.

The care that she is receiving is in my opinion way below standard. The staff are not helpful towards family members.

My mother is very poorly and very confused. She is unable to swallow fluids safely and needs them thickened and with a straw. When I went to visit a nurse was giving my mother a drink of water without thickener and without a straw, this is very harmful as it could go onto my mothers lungs. we asked that when the SALT team go to assess my mother the nurse should inform us.

They did not call us and we were told that they never had our contact numbers. Strange how we have given our contact numbers 4 times so far.

Her urine output has not been measured and forms today have not been filled in. When I pointed this out and asked for an explanation the nurse said that she would find out took the notes and never returned them.

I am very unhappy with this hospital and in my belief this hospital needs closely looking at!

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Response from Patient Engagement Office and Project Manager, Heart Of England NHS Foundation Trust

Dear Kaity

Thank you for taking the time to share your feedback with us and sorry to read of the problems your mother has encountered.

In order to discuss this further with you and investigate the issues you have raised we would like to invite you to contact Diane O'Brien, Ward 9 Manager on 0121 424 0209. I have spoken to Diane to alert her to your post above and she has urged you to make contact with her so she can discuss.

Best wishes