"Poor practice, and service"

About: Heartlands Hospital / Accident and emergency Heartlands Hospital / Cardiology Heartlands Hospital / General medicine

(as the patient),

Over the last 3 months Myself and My daughter, have had to go to Heartlands.

My experience is quicker so I will explain that 1st. Having always been a fit and healthy person, I had episodes of high blood pressure, cholesterol, and discomfort in my chest when walking up inclines. After numerous Dr's visits I was sent to Heartlands for tests. My family has a history of heart attack and stroke, both mother and father. I attended a clinic appointment with cardiology. I was told a further appointment would be made 4 to 5 weeks time for a scan and running machine. 2 to 3 weeks after this 1st appointment I had not received a further appointment so I phoned, no appointment made I was told to phone back, I phoned back 3 times over the following week. You do need to tell you employers of hospital dates! I eventually got through to reception in cardiology, to be told my paperwork had arrived that morning. 3 weeks and 1 day to go from Clinic to Cardiology in the same building. I was then given an appointment for 5 weeks later. Making my waiting time 8 weeks.

Back in June my daughter suffered what appeared to be a stroke, remember family history from my experience! The initial care was good. All the tests done, scans, Doctors, stroke team. My daughter went on to the stroke ward.

After I think it was 4 days nothing could be found, so she was sent home. My daughter has previously had a heart operation, and asked if the 2 were connected. She was told no.

A few weeks later my daughter was ill again, back to Heartlands, back on the stroke ward. On the 2nd night, at about 1am in the morning, my daughter felt unwell, and need the toilet. A commode, and sick bowl were brought to her and the curtains pulled round! No one came back to her until 6am the next morning. She could have been dead, no one would have known. Also nothing was put on her paper work, no stats, or sickness. The nurse and Dr did come and apologise. A couple of days later my daughter was once again sent home, not knowing what was wrong, but still classed as having 2 / 3 stroke ( she may have had another stroke or arythmea, in the night sorry I do not know how to spell it). They planned to fit a heart pack for 7 days, why it couldn't be done then and sent home with it is beyond me.

Last week end she was bad again. The ambulance people in A & E, especially 1 lady were great ( we have always got there ourselves, but the ambulance crew were in the corridor) We were immediately got in to a cubicle. In the nearly 4 hrs that we waited, my daughter had a scan and stats done 3 times I think. No Dr or stroke team member came to see her.

We were moved to ward 20, because of the 4 hr rule. The nurses here did all they could, checked her in and did her stats again, Bloods done! No but it had been put on her paperwork that they had been. The 2 to 3 hrs wait for blood results could have come and gone in our 4hr wait on A & E. Somebody lied on my daughters paperwork! My daughter came home with a heart pack, which incidently had to be changed the next day because it had a damaged wire. They are now checking to see if all the incidents are to do with her heart! Just what she had asked on the first episode! ! !

I no longer have any faith in Heartlands. Individual nurses, are great, and I understand some of the pressures, but that is no excuse for, lying, poor care, and completely not bothered over the phone to the where about's of my paper work. In mine and my daughters case family history, seemed to play no importance.

I am both patient and parent.

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Responses

Response from Simon Jarvis, Head of Patient Engagement, Heart Of England NHS Foundation Trust We are preparing to make a change

picture of Simon Jarvis

Dear Martini

Thank you for raising these concerns and I am so sorry to read about the poor experience you and your daughter had at Heartlands recently. Your story has been shared with the booking team and the staff on Ward 20 and there are clearly lessons to be taken from this.

As the patient experience lead for Heartlands I would welcome the chance to restore your faith in the hospital and I would really like to meet so I can reassure you that lessons have been learnt. If this is acceptable please can I kindly ask you to contact me either via email on: simon.jarvis@heartofengland.nhs.uk or call me on 0121 424 1115 so we can talk through the best time to do this.

I do hope you and your daughter are feeling much better and that we speak soon.

Best wishes

Simon

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Response from Simon Jarvis, Head of Patient Engagement, Heart Of England NHS Foundation Trust We have made a change

picture of Simon Jarvis

Dear Martini

Thank you so much for coming in to meet with me and the clinical team responsible for the care provided to you and your daughter. It was great to have the opportunity to share with you both the developments that have taken place with regards to the A&E transfer forms which has helped streamline the paperwork. As promised, I will also be feeding back your experience to the clinic booking office and working with front line staff to improve their communication skills. Your meeting this morning has reminded us all that it's often the little things that make such a difference to a patient's experience and, for that, I am most grateful.

Please do come back to me should you have any further concerns.

Best wishes

Simon

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