About: Solihull Hospital

What I liked

The doctor that saw me was very efficient and was great to deal with. If I were forced to visit the hospital again I would be more than happy to be seen by him.

What could be improved

To begin with, the cleaner was complaining loudly to the patients in the waiting room that while she was away no-one had done the cleaning. She then proceeded to show us the amount of dust/dirt on the cloth she was using. This cloth was then placed on the drinking fountain while she did something else.

While she was mopping another patient arrived. He had walked in to a road sign and had obvious head injuries. The cleaner leant her mop against a wall behind this man's chair where it then fell and hit this man in the head.

When I was called through to be seen I was asked to provide a urine sample. This seemed odd at first as I was there for back pain but I now understand that depending on the location of the pain this could be necessary. Either way, I was unable to provide a sample at that time and was asked to drink water until I could.

I moved back to the waiting room and drank several cups of water before the fountain stopped giving water. I moved through to the other waiting room to use the fountain there. The nurse that asked me to drink the water said I had to move back to the other waiting room and walk back through each time I needed a refill. This room was completely empty and I was the only person there, so it can't have been due to a lack of seating. When I pointed out that I had severe back pain and walking wasn't comfortable I was asked "How much water do you actually need?". The nurse did not appear happy when I replied "Until I can provide a sample, I guess"

When called through by the doctor I asked about the necessity of the sample and he asked where the pain was. Upon hearing that it was central/upper back pain he said the sample is not strictly needed - it tends to be for lower back pain and mostly in pregnant women.

Story from NHS Choices

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Response from Solihull Hospital

Thank you for taking the time to share your feedback with us and apologies on behalf of the Trust for the way you were treated and the things you witnessed while waiting to be seen. I will ensure your feedback is passed to our Cleaning management and to the management in A&E.

If you would like to discuss your issues further please contact our Patient Services Team on 0121 424 0808.


Catherine Williams

Patient Engagement Office & Project Manager

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