" Poor service in SAU ward 11"

About: Heartlands Hospital / General surgery

(as a relative),

My partner was transferred from Solihull hospital to Heartlands. The service we received at Solihull was very professional, efficient and caring.

I wish I could say the same about Birmingham Heartlands! From the moment we arrived at the ward the nursing staff felt totally disorganised. We were not acknowledged and stood at the desk while people just walked around us. Finally the sister looked up from the desk, took some paperwork off us (which later got lost ), then sent us to a waiting room were nobody came to see us for 3 and a half hours.

My partner was left in pain. Eventually after asking four times and a change of nursing staff. The doctor standing at the desk admitted my partner was on her list but said she didn't realise he had arrived!

There seemed to be no communication between the nurses and doctors. I got the impression they were only concerned with handovers to the next staff and observations! (As clearly heard from the waiting room).

I could hear relatives complaining that drips hadn't been changed and patients needed tending to but yet they seemed to just be standing around the desk. Where was management? I feel strongly that the service in our case was handled very badly. I realise that they were busy and the ward was was full but there seemed to be nobody in charge whilst my partner was on the ward.

The doctor apologised to us and said she was covering 6 departments. It was bank holiday weekend but surely we should get the same service 365 days a year. My partner has never used the Nhs for 10 years and I think after this he will pray he never has to use it again and so will I.

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Response from Heart Of England NHS Foundation Trust

Dear B Evans

I am very sorry to hear of your partner's experience at Heartlands Hospital. This is certainly not we want for our patients. I would be extremely grateful if you could contact our Patient Services team on 0121 424 0808 and we would be happy to look into this for you and your partner.

Kind regards

Lisa Thomson

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