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Care Opinion

Clinic wait times and lack of communication

Posted By JDT

"Clinic wait times and lack of communication"

About: Heartlands Hospital / Cardiology

(as a service user),

My appointment was for 4: 30. At ten to five staff started leaving. No talking to waiting patients. Receptionists left and turned off lights at 5. Still many patients waiting to be seen. I was waiting with sudden onset angina- this is a rapid access appointment apparently. Still at 17: 15 no one speaks to waiting patients is this how HEFt make patients feel safe valued listened to?

At the very least a reassuring notice saying we know you are still here even though all reception and nursing staff have left you here alone, after turning the lights off. I feel like my vet surgery wouldnt do this!

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Responses

Response from Heartlands Hospital 6 years ago
Heartlands Hospital

Submitted on 13/12/2017 at 15:26
Published on nhs.uk at 16:31

Dear JDT,

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

I am very sorry to learn of your experience and the impression that it has left, as this is not how we would wish our patients to feel.

I appreciate that we cannot change your experience; however if you would you be willing to provide further details, such as the particular clinic you being seen in and the speciality you were under, together with your name, address and date of birth, as a Trust, we would welcome the opportunity to review this matter.

You can do this by contacting a member of the Patient Services Team on 0121 424 0808 or you can email your concerns to bhs-tr.Complaints-ConcernsandCompliments@nhs.net 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.

Regards

Miss J. Langham

Patient Services Officer

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by JDT (a service user)

This reply was 7 months after my experience. 7 months HEFT!

The response does not address the nursing/ receptionist attitude at end of clinics. I hope for the patients that this has been addressed. Patients would rather be living their lives than sitting like numpties being ignored.

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