"How a member of staff spoke to me and my mum when she went in to A&E"

About: Heartlands Hospital / Accident and emergency

(as a relative),

I took my mum to A&E at Heartlands Hospital on arrival I told the receptionist that my mum has recently had a heart attack and has had treatment 6 weeks ago however is struggling to breath and is finding it hard to sit up. I was told she had to wait 30 mins to be see and had to sit on the metal waiting area chairs.

One we were called in after speaking to another member of staff who made arrangements for mum to been seen earlier the nurse directed us to a cubical but she did not tell mum or me what will happen next and who we were tainting to see. When I asked they replied "well you've come to see the doctor haven't you". This is no way to speak to a patient and I would consider this behaviour unacceptable and very rude.

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

Dear Heart Patient Relative

Thank you for getting in contact with us regarding staff attitude at Heartlands Hospital.

I'm sorry to read about you and your mother’s experience in our Emergency Department (ED). Could you please contact Patient Services department on 0121 424 0808 so that we can look into your concerns.

Apologies once again


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Response from Heartlands Hospital

Dear Sir or Madam, Thank you for taking the time to post your comments regarding your mother's recent attendance to the A&E Department at Heartlands Hospital. I am very sorry that you and your mother were spoken to in such a manner by a member of the nursing staff, as this is as you quite rightly say, unacceptable. As Trust I would like to reassure you that we take seriously the issues that you have raised. Should you wish discuss your concerns further, please contact a member of the Patient Services Team on 0121 424 0808 or via email at patientservices@heartofengland.nhs.uk Kind regards Patient Services Team.

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