Reviews (547)

Need more wheelchairs

unknown
January 11, 2019
Need more wheelchairs. Good ticket system. Lovely staff. Access to toilets good.
Anonymous

Reply from Good Hope Hospital

Responded: 18.02.19

Dear Anonymous

Thank you for taking the time to post your comments regarding the patient service at Good Hope Hospital. It is lovely to receive such positive feedback from our patients.

Best wishes
Patient Experience Team


Provider responded

I am usually very happy in waiting rooms

Outpatients
January 11, 2019
I am usually very happy in waiting rooms. The café is not open today and I had to walk down. I didn’t know there is a water fountain I could use. I was able to find a leaflet on the operation I am due to have in January/Feb and now can read it. The waits are quite long-but if Dr is taking time with patients then it’s worth the wait. However, no information is provided on how long we have to wait. Staff are friendly and helpful. I have a hearing problem but my consultant comes out and I can see him and listen out. It’s nice because he walks you back to the room.
Anonymous

Reply from Good Hope Hospital

Responded: 18.02.19

Dear Anonymous

Thank you for taking the time to post your comments regarding your experience whilst waiting for treatment at Good Hope Hospital.

All feedback is used by our Patient Experience Team to identify themes and trends across the organisation to highlight areas of improvement as well as areas of excellence. Your comments have been forwarded to the Outpatient Team.

Kind regards
Patient Experience Team


Provider responded

I have never had trouble with waiting rooms

Outpatients
January 11, 2019
I have never had trouble with waiting rooms, this is the busiest its been. I was just announced there is a 30 min delay. Waiting for appointments to come through is a different matter. I was told in May that I will have second appointment, but I have only got it now. My GP referred me and I was told I have had all tests and need surgery. Then was told that she needs another referral. My Dr wrote one and the Dr at Good hope just filled it. No notification that they wouldn’t do it despite referral from GP. Went privately for an endoscopy because Dr refused to let me have one. Endoscopy revealed that I have a problem. When we had a letter asking us to choose a hospital and when we chose this one. Each time I visit we start anew as if they don’t know us.
Anonymous

Reply from Good Hope Hospital

Responded: 18.02.19

Dear Anonymous

I am saddened to read your feedback, if you would like to discuss this further please do not hesitate to contact Patient Relations Team on 0121 424 0808 or by email : uhb-tr.Complaints-ConcernsandCompliments@nhs.net and we will be happy to look into your concerns.

Kind regards
Patient Experience Team


Provider responded

In hospitals they are always running late

Accident and emergency services
January 11, 2019
In hospitals they are always running late no matter which hospital. When they are running late they let you know. In terms of infrastructure there is room to improve but this place is clean. Staff are polite and helpful
Anonymous

Reply from Good Hope Hospital

Responded: 18.02.19

Dear Anonymous

Thank you for taking the time to post your comments regarding the Service at Good Hope Hospital.

All patient feedback is important to us, whether it is negative or positive, as this helps the Trust to improve our services and make changes where necessary. We continually strive to improve our service for all patient’s and visitors.

Kind regards
Patient Experience Team


Provider responded

Not enough prioritisation in the waiting room

Orthopaedics
January 11, 2019
I've been visiting this hospital for the last two years with cancer and a broken wrist. I am treated very quickly-waiting is expected. When I see an oncologist it’s a long wait but can’t help it. 90% of the time nurses are good, you get an abrupt nurse who make you more anxious. There is not enough prioritization in the waiting rooms. You can see people need to be seen immediately but are not. I have been offered refreshments in the breast unit but not here. Even if you wait for hours no food is offered. There is no sandwiches in the machine. If you are waiting 3 hours or more they should offer you food and drink or have a porter to help. You can’t even leave to go buy food or go to the loo because you miss your spot. I sometimes come for a scan followed by an appointment. Can’t eat before scan then have to wait 4 hours for appointment. Why do we have an appointment system instead of tickets? Because they don’t keep to appointments. In addition, I can’t hear very well so have to sit strategically to be able to hear my name called. A screen would help.
Anonymous

Reply from Good Hope Hospital

Responded: 18.02.19

Dear Anonymous

Please accept my apologies for the delay in responding to your posting.

Thank you for taking the time to post your comments regarding your treatment at Good Hope Hospital.

I will forward your posting to the relevant senior teams and highlight to them, your comments regarding the waiting room facilities and the waiting times. Having read your posting, I appreciate that this would have been a very anxious time for you.

In addition, I will ask that your posting is shared with the relevant staff, as I am sure they will be delighted to read your positive comments.

Could I please ask you to contact us, if you would like us to look into your concerns in more detail call 0121 424 0808 or email uhb-tr.Complaints-ConcernsandCompliments@nhs.net in order to make any improvement we will need some more information.

With kind regards

Best wishes

Patient Experience Team


Provider responded

The treatment I received was not good at all

Accident and emergency services
January 11, 2019
The treatment I had was not very good. I have broken my fingers and the doctor just touched the tips and asked if I felt that and was asked to go out and buy my own medical supplies like plaster and gauze. They gave me a splint. The waiting area was okay & clean but the treatment I received was not good at all. It is a bit boring as there is nothing stimulating to read. The waiting times are not bad, only waited 30 minutes beyond my appointment. They sent me a letter for an appointment today but I think it’s a mistake because I had an appointment and a scan last week. Already received feedback. I hope it’s not a mistake because it means I have wasted my money to come here.
Anonymous

Reply from Good Hope Hospital

Responded: 22.01.19

Dear Anonymous

Thank you for taking the time to post your comments regarding Good Hope Hospital. I am extremely sorry that your experience was not satisfactory.

If you would be willing to provide further details of the particular ward or department, we can then advise the appropriate management team of your experience so they can make any necessary improvements. You can contact a member of the Patient Services Team on 0121 424 0808 or you can email your concerns to uhb-tr.Complaints-ConcernsandCompliments@nhs.net who can then take the necessary action.

Kind regards
Patient Services Team


Provider responded

Visual support is better for hearing problem

Ear Nose and Throat
January 11, 2019
If there is background noise, I can’t hear very well especially when they are talking. My hearing is getting worse and have to read peoples lips. When I come in they don’t ask me if I have problems with my hearing. Something visual would be better if I had a number I can then check and see when I come in. I have a band now when I come in which tells them I have a peanut allergy and penicillin so that’s good. I know am running late today but no one has told me. My appointment was an hour ago.
Anonymous

Reply from Good Hope Hospital

Responded:22 01.19

Dear Anonymous

Thank you for taking the time to post your comments regarding your recent patient experience at Good Hope Hospital.

All feedback is used by the Patient Experience Team to identify themes and trends across the organisation to highlight areas of improvement and areas of excellence. In order for your comments to be looked into, can you please contact the Patient Relations Team on 0121 424 0808 or via email uhb-tr.Complaints-ConcernsandCompliments@nhs.net so that you can provide more information to enable the teams to look into your concerns.

Once again thank you for taking the time to post your feedback, it is most appreciated.

Kind Regards
Patient Services Team


Provider responded

Sometimes busy

January 11, 2019
They send a map before your appointment which helps
Can't always get appointments here though and have to travel to other hospitals.
It's sometimes busy and difficult to get seating, otherwise the service is fine.
Anonymous

Reply from Good Hope Hospital

Responded: 22.01.19

Dear Anonymous

Thank you for taking the time to post your comments regarding your appointment at Good Hope Hospital. It is lovely to receive feedback from our patients about the service we provide.

If you would like our Patient Relations Team to look into why you are unable to get an appointment at Good Hope Hospital please contact them on 0121 424 0808 or via email uhb-tr.Complaints-ConcernsandCompliments@nhs.net. it may be the case that demand is outstripping capacity and in order to get a earlier appointment you may have to travel to another hospital.

Best wishes
Patient Services Team


Provider responded

There was no communication

Ophthalmology
January 11, 2019
Usually very good, last time I came there was an hours delay, and today the same. There was no communication. I had to be rushed here by my daughter who had another appointment. If I had been told, I would have taken my time. No liaison with patients. We already have many other worries and this compounds it. There was an elderly lady who was very distressed about the wait. I could have let her go before me but my daughter also had to go home.
Anonymous

Reply from Good Hope Hospital

Responded:22 01.19

Dear Anonymous

Thank you for taking the time to post your comments regarding your recent patient experience at Heartlands Hospital.

All feedback is used by the Patient Experience Team to identify themes and trends across the organisation to highlight areas of improvement and areas of excellence. In order for your comments to be looked into, can you please contact the Patient Relations Team on 0121 424 0808 or via email uhb-tr.Complaints-ConcernsandCompliments@nhs.net so that you can provide more information to enable the teams to look into your concerns.

Once again thank you for taking the time to post your feedback, it is most appreciated.

Kind Regards
Patient Services Team


Provider responded

Lack of good communication resulting in extra

Cancer services
November 20, 2018
I had hysteroscopy done at Good Hope Hospital, the doctor who did the procedure told me at that time, if I were you, I would be prepared to embrace cancer. He said that they can not be certain until they get the results in ten days time. This left me really terrified, I did not know if I had cancer, but I wrote letters to family in panic when they say the word cancer, it puts everything on hold. I then arranged and paid for a private scan to try to set some more answers before my test results could come through. It turns out that this test could not have detected my cancer, but at the time it made, me feel better. Eventually, I found out that I had cancer as I had a missed call and a voice mail from Macmillan cancer nurse, I never even managed to speak to her but the fact she had tried to contact me told me I had cancer.
The impact was horrendous. Worst time of my life. Overall the experience with Good Hope was good but this was a horrendous experience.
Denise Foxall

Reply from Good Hope Hospital

Responded: 21.12.18

Dear Denise

Thank you for taking the time to post your comments regarding your treatment at Good Hope Hospital.

All feedback is used by our Patient Experience Team to identify themes and trends across the organisation to highlight areas of improvement as well as areas of excellence. Your comments have been forwarded to the Patient Experience Team.

Please do not hesitate to contact the Patient Relations Team on 0121 424 0808 if you have any further or unresolved issues following your visit to Good Hope Hospital.

We make sure all stories are discussed at our senior team meetings and rely on feedback to both validate the improvements we are making or drive other change as necessary so thank you once again.

Kind regards

Patient Experience Team


Provider responded

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Good Hope Hospital

Contact

0121 424 2000

Rectory Road
Sutton Coldfield
West Midlands
B75 7RR

Location

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