Reviews (122)

Various comments

unknown
November 22, 2021
I was a patient in Heartlands on a number of occasions for different reasons, my comments cover all of these.

I attended Ward 19 Day Unit as a chemotherapy patient on many occasions over a lengthy period. I was impressed by the performance of all the staff, they were highly professional and helpful. It’s a pity that the conditions in which they were working did not live up to the standard of the staff.

I also attended Heartland for surgery after which I was in Ward 12 for recovery. During the pre-op assessment I made the point that I suffered from coeliac disease and therefore needed a gluten-free diet. On the ward I found that the message had not been passed on and that the staff did not seem to understand the requirement, one nurse seemed to think that a gluten-free diet meant that I couldn’t eat eggs or cheese! Getting appropriate food on ward became difficult - to get breakfast they had to send out for a gluten-free loaf in order to make me some toast. The last thing I expected in hospital was that the needs of a coeliac disease sufferer were not understood and that there was no apparent provision to cater for this condition. Other than this I found the standard of care to be very good indeed.

A more general comment covering just about all departments concerns a lack of information. On several occasions I was moved between units after having some treatment, often I was simply left having been delivered not knowing what was to happen next or for how long I was to be there. Sometimes I started to wonder if I had been forgotten when nothing happened for a lengthy period. It would ease matters if, prior to being left, a few words about the next stage and how long you were likely to be waiting were provided. A similar comment can be made about attending for some appointments. On one occasion I had an appointment in the MIDRU which was delayed by about 90 minutes. I do understand that there can be emergencies causing this sort of situation so have no complaints about the delay itself. Waiting to hear the results of tests and what the implications of these might be, though, is quite stressful. After such a lengthy time you start to wonder if something has gone wrong, such as your details had been entered incorrectly so no one knew that you were there or that you had failed to hear your name being called out. Being kept informed about the situation would significantly ease the stress level. In all of these cases it only needs a few words to make all the difference.
Anonymous

Continuous communication issues

October 21, 2021
Continuous communication issues: did not receive initial consultation letter. Then missed scan appt for same reason, did not receive blood test results. Eventually had scan but no results despite repeated calls. Only received contact and scan result after making a complaint and cc-ing my MP
Alastair D Webster

Reply from Heartlands Hospital

Dear Alastair
Thank you for taking the time and trouble to post your experience regarding the difficulties you have faced with poor communication whilst under the care of Heartlands Hospital. I am very concerned to read your comments and would like to reassure you that the Trust take seriously the issues that you have raised. I am sorry that you had to go through having to make a complaint in order to get your results.
Could I please ask you to contact the Patient Relations Team if you have any further issues or concerns on 0121 424 0808 or email pals@uhb.nhs.uk so that we can take action and improve your patient experience should any further issues arise.
With kind regards
Patient Experience Team


Provider responded

Terrible

October 4, 2021
Terrible experience with a nurse in the outpatient fracture unit.
Anonymous

Reply from Heartlands Hospital

I am very sorry to learn of your experience whilst you were an Outpatient under the care of our Trust and the impression that it has left.

If you would be willing to provide further details, together with your name, address and date of birth, as a Trust, we would welcome the opportunity to review your care. You can do this by contacting a member of the Patient Relations Team on 0121 424 0808 or you can email your concerns to pals@uhb.nhs.uk who can then take the necessary action. If you do contact our team, can I please ask you to advise the member of staff that you are responding to your Care Opinion/ NHS Choices Posting.

Kind regards
Patient Experience Team


Provider responded

absolutely a clown of service

ward 2 at Birmingham heartlands
September 20, 2021
where do we start..... appalling behaviour of staff nurse in wards.
nozrul

Reply from Heartlands Hospital

Dear Nozrul
I am very sorry to learn of your experience and the impression that it has left.
If you would be willing to provide further details of the particular ward, as a Trust, we would welcome the opportunity to look into the concern you have raised. You can do this by contacting a member of the Patient Services Team on 0121 424 0808 or you can email your concerns to pals@uhb.nhs.uk who can then take the necessary action.

Kindest regards
Patient Experience Team


Provider responded

Staff unprofessional and rude

Ward 1 BHH AMU3
September 4, 2021
I was a patient in bay 3. Whilst my stay on ward 1 BHH what witnessed was absolutely disgusting. The one night there was a poorly patient who i assume was end of life as this patient passed away on the morning. The nurse looking after this bay was very rude and very unprofessional as she was not caring at all had a horrible attitude towards her parients in bay 3. This nurse refused to help this lady opposite me as she needed the toilet so the two healthcare’s came and helped her on the commode. Throughout the night this nurse was not bothered about her patients i myself asked her for some pain relief and got a very rude answer back saying you just had it why you keep asking when you know you not due any. So anyways i made notes of this nurse that night. The poorly lady opposite me needed help but this nurse was nowhere to be seen the healthcares did her observations and then called this nurse to tell her that this patient is unwell and this nurses response was that, “what do you want me to do she is dying, drs can’t do anything nor can i”, the nurse left and went sat down. So the healthcares called another nurse who was more passionate about the care she was giving. The healthcares were amazing so was this other nurse they stayed witb her throughout the night despite being short staffed they did an amazing job.
On another occasion this was early hours of the morning the two healthcares come into bay 3 they went into the first bed to change this patient. They drew the curtains and went into do there job they were good at patient care few minutes later this nurse come and started shouting at them in a very high toned voiced she said to them why are you doing the patients care first you guys should be doing the observations and bms so you guys doing this is leaving us nurses behind with our jobs as now we have to do this she very rude to them girls.
I have heard them talking about other patients rudely infront of other patients. Where is the confidentiality?
There a few staff nurses that are very rude and very unprofessional at work. They do not how to be professional infront of patients. Few staff nurses i have seen using hospital linen to sleep on breaks and eat infront of patients. This has to stop as i would not want my loved ones to be cared for in such a environment. They supposed to be professionals but they do not have no care or passionate within them. Something has got to be done about this ASAP
Anonymous

Reply from Heartlands Hospital

Dear Anonymous

Thank you for taking the time to provide feedback about your patient experience and treatment whilst on ward 1 at Heartlands Hospital. It is disappointing to hear that you witnessed the behaviour described in your feedback and that you did not get the care and attention expected whilst in the care of the trust. We are sorry that the treatment and care for you and the other patients you have mention were so negative. Senior staff are keen to listen to your concerns in more detail and to take any necessary action. For this to happen please make contact with the Patient Relations 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.

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

Kind regards
Patient Experience Team


Provider responded

Lack of patient involvement

September 1, 2021
Lack of patient involvement and poor communication.
Anonymous

Reply from Heartlands Hospital

Thank you for taking the time to post your comments regarding your patient experience at Heartlands Hospital. We are sorry to hear of your concerns about patient involvement and communication and we would be happy to discuss them further with you. You could do this by either contacting a member of the Patient Relations Team on 0121 424 0808 (lines open 9am - 3.30pm, Monday to Friday) or you can email your concerns to bhs-tr.Complaints-ConcernsandCompliments@nhs.net . I will ensure your concerns are forwarded to the Hospital Lead Manager.

Kind regards,
Patient Experience Team


Provider responded

I was seen quickly

September 1, 2021
Last week went to A&E. I was seen quickly and full support was provided.
Anonymous

Reply from Heartlands Hospital

Thank you for taking time to post your comment about your experience at the A&E at Heartlands Hospital. I am particularly glad that you were quickly attended to and was offered full support while your treatment lasted. Our staff are always happy to go above and beyond to ensure a positive patient experience regardless of their busy workload. I will ensure that your feedback is shared with the unit manager and team as they love to hear they are making such positive difference.

Kind regards
Patient Experience Team


Provider responded

Great

September 1, 2021
Recently visited the out-patients clinic, they were great.
Anonymous

Reply from Heartlands Hospital

Thank you for taking time to post your comment regarding your experience at Birmingham Heartlands Hospital. We are pleased to hear that you had such positive experience. Feedbacks like this are greatly appreciated by staff as they are thrilled to learn that have made such positive impact. If you would like to provide any further feedback about your experience please visit the hospital webpage: www.uhb.nhs.uk/your-views

Kind regards
Patient Experience Team


Provider responded

Very professional

August 6, 2021
Very professional even though they were extremely busy. Made sure I was sent home with all tests clear.
Claire Reynolds

Reply from Heartlands Hospital

Dear Claire

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

Best wishes
Patient Services Team


Provider responded

Maternity care

Maternity
July 14, 2021
Horrendous and traumatic
Anonymous

Reply from Heartlands Hospital

I am very sorry to learn that you had such a bad patient experience at the Maternity Department at Heartlands Hospital. As a Trust we welcome feedback like yours as it would enable us to identify areas of improvement. If you would be willing to provide further details of your experience as well as your full name, date of birth and address we would be more than happy to review your experience with a view to improving our services. You can do this by either contacting a member of the Patient Relations Team on 0121 424 0808 (lines open 9am - 3.30pm, Monday to Friday) or you can email your concerns to uhb-tr.Complaints-ConcernsandCompliments@nhs.net.

Kind Regards, Patient Experience Team


Provider responded

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Heartlands Hospital

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Bordesley Green East
Birmingham
West Midlands
B9 5SS

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