"Confused by questions I was asked"

About: Heartlands Hospital / General medicine

(as the patient),

I arrived early and sat in the waiting room, I must say that I didn't have to wait much time after my appointment that's a good thing.

I was called into the room and then asked to get on the table then the machine broke down, I waited about 20 minutes I was then told that as I had the band done privately I should not have gone to them for the check and I should go back and pay for it.

As there had been a mix up as to what they should do I was told by one of the Staff that she wanted me to answer a few SIMPLE questions. She had a clip board in her hands (WHY ) I was very confused the Questions were.

When was world war 2

What year is it

who is the Prime Minister

What is the date

What day is it.

By this time I told her you have confused me and I'm unable to answer anymore questions, because I have (epilepsy) you have all crowded round me waiting for me to get the questions wrong, by the time it was over I came out of there not having the treatment as they had wrong information.

On arriving home I had an Epileptic fit that made me ill for the rest of the day.

I have still not got over the way I was treated a patient should be treated with respect and understanding if they had read their records maybe they would not have done what they did.

I must say I was not able to answer all the questions not because I don't know this but because I was confused as to why she had to do it and make me feel unwell.

She knew there was something wrong as I went out she asked if anyone was with me I said yes. I don't think I could have travelled by myself after this.

I would like some explanation about why this was allowed to happen.

And tell me what it was to do with any treatment.

I think she is in the wrong job.

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


Thank you for your feedback regarding your recent outpatient consultation at Heartlands Hospital.

I am very sorry that you have not had such a positive experience and would very much like to be able to assist you to gain some clarity regarding this.

I would like to assure you that we take seriously any issues our patients or their families raise with us and we value any feedback.

Can I please ask you to contact me directly on 0121 424 0808 so that I may gain some more information from you and investigate your experience further.

I look forward to hearing from you.

Kind Regards

Marie Helebert

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