"Unclean, unsafe and uncaring"

About: Heartlands Hospital

Wards were not cleaned properly, just up the middle. Visitor toilets were disgusting and there was no routine for cleaning shown in the toilets. Little was done after complaining. Unused beds and moveable "cages" littered corridors, making it difficult for porters to manoeuvre patients in wheelchairs or beds between departments, surely a fire safety hazard - no improvement after or acknowledgement of complaint. Consultant lacking in compassion when giving my husband his result of terminal cancer, no privacy - just stood at bottom of bed without even closing the curtains and no cancer nurse specialist present. At later appointment, which we requested, then gave my husband his poor prognosis without asking if we wanted to know what the prognosis was. We were told the results on 13th August, 10 days after VATS procedure and having been told that they were rushing results through and we should have them within 5 days! My husband should have been referred to the Birmingham Chest Clinic after we received results on 13th August, however, they did not receive referral until 17th September (dated 8th September) and after we had chased referral twice. This meant that the first appointment they could offer was 6th November. Altogether we would not wish to experience a further stay in Heartlands and would not recommend the hospital to anyone.

Story from NHS Choices

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Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust


Thank you for bringing to our attention the details of your husband's poor experience in our hospital. I am very sorry that this has been the case and I would like to reassure you that we take seriously any issues our patients and their families raise with us, your feedback is extremely important to us.

So that I can look into and escalate your concerns appropriately, I require more information so may I please ask you to either contact me on 0121 424 0808 or email me directly at marie.helebert@heartofengland.nhs.uk at your convenience.

I hope this is acceptable and I look forward to hearing from you.

Kind Regards

Marie Helebert

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