Heartlands Hospital Healthwatch Birmingham

Poor signage, poor letter content

December 18, 2023

The letter didn't tell you which floor I needed to go to just the clinic name. You get to the first floor then you have to find out where your going. There's temporary signs to get to the clinic and then they says it has been transferred to another clinic. Therefore I was delayed for my appointment. I couldn't see any signs for the way out either. The signage is rubbish and letter don't tell you what floor the clinic is on either so that needs looking at too.

Anonymous

Really rubbish. Rude staff

December 18, 2023

Really rubbish hospital. My sister goes there in an ambulance and they take the mick out of her life. She has to repeat herself several times and they're just rude. They take the mickey.

Anonymous

Reply from Heartlands Hospital

Dear Relative

Thank you for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the delayed response. We are really sorry to hear that your sister's experience has not been poistive and that she has encountered rude staff

We are keen to listen to your concerns in more detail and to try to help if there are any outstanding issues and things we can learn from. If you are happy to do this please make contact with the Patient Advice and Liaison Service (PALS) to provide your details. They can be contacted by phone 0121 424 0808, by email PALS@uhb.nhs.uk, or by contact form at https://www.uhb.nhs.uk/forms/contact-complaint-concern

Best wishes

James Cunningham

Patient Experience Officer at UHB

I use A&E instead of my GP

December 18, 2023

I have used the services many times in the last 2 years. Although you have to wait for a few hours you do get properly assessed by the doctor and given prescriptions and medication.

Anonymous

Reply from Heartlands Hospital

Dear Patient

Thank you so much for taking the time to provide feedback about your treatment in the Emergency Department at Heartlands Hospital Birmingham - apologies for the delayed response.

If you would like to provide any more information or further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/

Best Wishes

James Cunningham

Patient Experience Officer at University Hospitals Birmingham

Building and staff needs improvement

December 18, 2023

I have used the different services provided by the hospital. Everything, the staff, the facilities, the building needs immediate improvement.

Anonymous

Reply from Heartlands Hospital

Dear Patient

Thank you for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the delayed response. We are really sorry to hear that you have had issues with the building and staff.

We are keen to listen to your concerns in more detail and to try to help if there are any outstanding issues and things we can learn from. If you are happy to do this please make contact with the Patient Advice and Liaison Service (PALS) to provide your details. They can be contacted by phone 0121 424 0808, by email PALS@uhb.nhs.uk, or by contact form at https://www.uhb.nhs.uk/forms/contact-complaint-concern

Best wishes

James Cunningham

Patient Experience Officer at UHB

Service, care and support was excellent.

December 18, 2023

My first child was born at Heartland's. The service, care and support that I received was excellent.

Anonymous

Reply from Heartlands Hospital

Dear Patient

Thank you so much for taking the time to provide feedback about Heartlands Hospital Birmingham - apologies for the delayed response. We are really pleased to hear about the service, care and support you received during the birth of your first child.

If you would like to provide any more information or further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/

Best Wishes

James Cunningham

Patient Experience Officer at University Hospitals Birmingham

Well managed ward but old an call system

December 14, 2023

I am an inpatient on ward 28. It's a very well managed ward. The only issue if the patient call system is very old and the nurses take ages to respond to your call.

Anonymous

Reply from Heartlands Hospital

Dear Patient

Thank you so much for taking the time to provide feedback about Heartlands Hospital Birmingham - apologies for the delayed response. We are pleased to hear that you found Ward 28 so well managed but obviously sorry to hear there were issues with the buzzer system.

If you would like to provide any more information or further feedback about your experience, in particular any learning around the buzzer system, please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/

Best Wishes

James Cunningham

Patient Experience Officer at University Hospitals Birmingham

A 5 star service provided.

December 14, 2023

A five star service provided. They were very busy but still I was seen within 2 hours and discharged quickly.

Anonymous

Reply from Heartlands Hospital

Dear Patient

Thank you so much for taking the time to provide feedback about Heartlands Hospital Birmingham - apologies for the delayed response. We are really pleased to hear that you were seen and discharged so quickly during your recent visit.

If you would like to provide any more information or further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/

Best Wishes

James Cunningham

Patient Experience Officer at University Hospitals Birmingham

I was referred from A&E to ENT within 1 hour

December 14, 2023

I came to A&E and was referred to the ENT within an hour. At ENT I was seen by a doctor and now I've been discharged. It took 3 hours for everything.

Anonymous

Reply from Heartlands Hospital

Dear Patient

Thank you so much for taking the time to provide feedback about Heartlands Hospital Birmingham - apologies for the delayed response. We are pleased to hear that you were seen and referred to ENT relatively quickly after your visit to the Emergency Department.

If you would like to provide any more information or further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/

Best Wishes

James Cunningham

Patient Experience Officer at University Hospitals Birmingham

Nurses were great & we were seen on time

December 14, 2023

We were here for our blood test. We were seen on time and we received excellent support and help. The nurses were great.

Anonymous

Reply from Heartlands Hospital

Dear Patient

Thank you so much for taking the time to provide feedback about Heartlands Hospital Birmingham - apologies for the delayed response. We are delighted to hear about the excellent service you during your blood test and staff were so supportive and helpful.

If you would like to provide any more information or further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/

Best Wishes

James Cunningham

Patient Experience Officer at University Hospitals Birmingham

Helpful nurse, rude reception staff

December 14, 2023

I was there for a blood test. The reception staff were very rude and unhelpful. The nurse was quite helpful and explained things to me very well.

Anonymous

Reply from Heartlands Hospital

Dear Patient

Thank you for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the delayed response. We are really sorry to hear that the reception staff you encountered were so rude and unhelpful.

We are keen to listen to your concerns in more detail and to try to help if there are any outstanding issues and things we can learn from. If you are happy to do this please make contact with the Patient Advice and Liaison Service (PALS) to provide your details. They can be contacted by phone 0121 424 0808, by email PALS@uhb.nhs.uk, or by contact form at https://www.uhb.nhs.uk/forms/contact-complaint-concern

Best wishes

James Cunningham

Patient Experience Officer at UHB

Heartlands Hospital

Reviews (1044)

Poor signage, poor letter content

Really rubbish. Rude staff

I use A&E instead of my GP

Building and staff needs improvement

Service, care and support was excellent.

Well managed ward but old an call system

A 5 star service provided.

I was referred from A&E to ENT within 1 hour

Nurses were great & we were seen on time

Helpful nurse, rude reception staff

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