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"Unprofessional care from start to finish"

About: Heartlands Hospital / Thoracic surgery

(as a relative),

Ward 4 staff acted rude and not professionally. 

My boyfriend had to travel 2 hours to have a lung operation as this is where the surgeon was based. From start to finish for 6 days his care on ward 4 was an absolute disgrace. The night staff were always screaming and shouting at him, slamming the doors etc. The nurses would ignore that he had pressed for help and a HCA would come in and turn off the buzzer. His dressings were never changed we had to ask and they were covered in blood. They were also totally rude to myself and i am a pregnant lady. He asked to move wards where it was so stressful and the staff on his new ward were totally different. 


Response from Heartlands Hospital nearly 2 years ago
Heartlands Hospital
Submitted on 05/11/2019 at 10:15
Published on on 13/11/2019 at 18:24

Responded: 31.10.19

Dear Bet

We are sorry to hear about the concerns you have regarding your boyfriend’s recent visit to ward 4 Heartlands Hospital.

All feedback is used by the Patient Experience Team to identify themes and trends across the organisation to highlight areas of improvement, therefore your comments have been forwarded to the senior management team on ward 4.

I am sorry that your experience was not a positive one and should you wish to discuss your concerns further, please do not hesitate to contact the Patient Services Team on 0121 424 0808 of via email

Please be aware that we would require a patient’s written or verbal consent for information to be shared with a family member.

Kind regards

Patient Experience Team

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