"waiting time"

About: Heartlands Hospital

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my husband took himself off to A&E thisafternoon and arrived at 5pm, being in agony with his neck and shoulder and not having slept for a couple of days . he happily sat in the waiting room and watched as over 36 people came in and got seen before him. 4 hours later and still not been called he walked out in agony, he did however speak to the receptionists 3 times to make double sure he hadn't been lost in the system, the reception reply was ( oh well I cant help you, you will just have to wait, people are more ill than you) I have had nothing but bad experiences at this hospital. Discrasing and discusting. If you really need medical attention go else where,

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Response from Simon Jarvis, Head of Patient Engagement, Heart Of England NHS Foundation Trust We are preparing to make a change

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Dear Anonymous

I am so sorry to read your husband had such a poor experience in our A&E Department. You're right that patients are prioritised based on their clinical needs. However, there is no excuse for the receptionist responding to your husband in such a dismissive way which is absolutely unacceptable. I'll certainly feed this experience back to the A&E team who I know will be truely sorry your husband were left feeling this way.

I hope your husband is feeling much better now and thank you for taking the time to leave this feedback.

Best wishes


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Response from Heartlands Hospital

Heart of England NHS Foundation Trust would like to take the opportunity to thank you for your feedback and comments on NHS Choices website, this website also feeds into the Patient Opinion website, www.patientopinion.org.uk which is viewed daily by the Trust and a response to your posting will be available here. If you are unable to view the response and would like to discuss further please do not hestitate to contact us (Patient Services on 0121 424 0808) alternatively on www.patientservices@heartofengland.nhs.uk Kind regards Patient Services Department

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