"Long wait with a six-month old baby boy... "

About: Birmingham and the Black Country Heartlands Hospital / Accident and emergency West Midlands Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a parent/guardian),

Yesterday evening my baby boy was taken by ambulance into Heartlands with breathing difficulties. The Ambulance crew were outstanding and professional.

Upon arrival to the Children's ward at Heartlands Hospital however, having been rushed in as an emergency, we were met with apparently considerable indifference. An hour later we were seen by a nurse who referred us to the Badger clinic as we would be seen quicker. Bearing in mind my son was heaving and coughing audibly we did what we were told and went over. Despite signs everywhere saying 'Ambulance patients to be given priority' it would be another two hours before we had to relay the story over again to another nurse. We than had to go over it again with the Doctor whose sage advice was to go to the pharmacy and pick up a prescription - it was Sunday night and they, without exception, were all closed. Being effectively stranded at the hospital having been bused in, the staff didn't even know if there was a taxi rank at the hospital and simply did not seem bothered.

For whoever it may concern, the Badger waiting area is an absolute disgrace. In 2014 I do not expect to be met with conditions worse than a tent. The staff I encountered, save for the doctor, in my opinion behaved genuinely appallingly - showing no interest or compassion for what was going on around them.

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Response from Iona Belgrove, Patient Services Manager, Heart Of England NHS Foundation Trust

Dear FlashG

Thank you for taking the time to post your feedback regarding you and your baby's experience. I am sorry that you had issues with the treatment and length of time you had to wait for your baby to be reviewed. I will investigate your concerns today and ensure that the matron is made aware of the issues you have encountered.

Please get in touch with me at Patient Services on 0121 424 0808 or email me @ iona.belgrove@heartofengland.nhs.uk.

Best wishes and a speedy recovery to your baby boy.


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Response from Regional Head of Patient Experience, West Midlands Ambulance Service

Dear FlashG,

Firstly, I hope that your son is making a good recovery after this incident.

Thank you for your comments regarding the ambulance crew. If you would like the Trust to share your comments with the ambulance crew I would be grateful if you would consider contacting the Patient Experience Team on 01384 246370 or pals@wmas.nhs.uk

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Response from Heartlands Hospital

Dear Sir or Madam, I am sorry to read your posting regarding your visit to the Children's Ward at Heartlands and I am extremely sorry that you were referred to the Badger Clinic as our staff were unable to see your baby boy in a timely manner. Should you wish to discuss your concerns regarding the Children's Ward, you can contact our Patient Services Team on 0121 424 0808 or via email at patientservices@heartofengland.nhs.uk who will be able to assist with your concerns. Although the Badger Clinic is based at Heartlands Hospital, is not run by the Trust as it is an out of hours GP service and has its own staff, doctors and nurses. Should you wish to discuss your concerns further regarding the Badger Clinic you will need to write to Kate Evans, (PA to Complaints Director), Badger House, 121 Glover Street, Birmingham, B9 4EY. I do hope that you baby boy is making a good recovery following his attendance. Kind regards Patient Services Team

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