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"Noone answering the phone"

About: Heartlands Hospital

My husband was taken to a hospital at about 4pm in an ambulance. Being a QE cancer patient he asked to be taken to QE A&E, which is comparable distance to Heartlands Hospital to us. The ambulance crew agreed but they were redirected to Heartlands. It took over an hour for him to be able to enter the A&E.It was then about 6pm.To cut the long story short, he was admitted to the ward at 3am.In the meantime I was trying to get in touch with A&E to learn about his situation. I was trying to phone A& E a few times waiting on the phone each time for over an hour. Someone eventually picked up a phone at 7am to give me the update. This place is a horror for patients and their relatives...

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Response from Naomi Hill, Patient Experience Manager, University Hospitals Birmingham NHS Foundation Trust 3 months ago
Naomi Hill
Patient Experience Manager,
University Hospitals Birmingham NHS Foundation Trust
Submitted on 13/10/2021 at 13:01
Published on Care Opinion at 13:01

Thank you for taking the time to provide feedback about your husband’s experience at Heartlands Hospital Birmingham. We are sorry to hear that you did not have a positive experience in our Emergency Department, and that you were unable to make contact with the A&E department or the ward to be reassured of your husband situation. We are keen to listen to your concerns in more detail to understand more about what happened. If you are happy to do this please make contact with the Patient Relations Team to provide your details. Patient Relations are here to help and can be contacted by phone 0121 424 0808, by email or by contact form at

Best Wishes, Patient Experience Team

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