"Poor Treatment"

About: Heartlands Hospital

My wife's GP phoned heft for referral. Someone from single point of access called us before 10:30 asking us to come to A&E at 11:00 and say you are expected by ACU. When we got there the receptionist at A&E denied this happened & claimed we are lying. They made us sit and wait around by moving us from one location to another to be assessed by band 5 staff nurses. My wife was struggling she could not walk unaudited and was struggling to sit up properly. They did not give her any treatment like antibiotics or painkillers. We had to ask them and finally they gave paracetamol at 14:30. The Staff Nurse was so rude they were saying that other patients that were able to attend A&E on their own,walk unaided and showed not much sign of pain or agony were more of a priority than my wife that was struglling. Patients that looked in better health than my wife came after my wife and were seen by a Dr before my Wife. My wife had to finally wait until 18:00 to see a Dr so this is more than seven hours of waiting to see the Dr. Me and my wife combined have given more than 25 years of service to the NHS to be treated in this disgusting way by the Staff Nurse. Me and my wife both work in the NHS and are aware this type of behaviour is unacceptable from any staff that work in the NHS. We are not the type that normally go to hospital over minor things or illness and normally go to work even when we are not well. This pain was really intolerable for my wife and to be treated this way and not giving her treatment like medication when in pain is disgusting!

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

Dear Sajjid

Thank you for taking the time and trouble to post you and your wife's experience in our ED at Heartlands Hospital. I am very concerned to read your comments and would like to reassure you that the Trust take seriously the issues that you have raised.

Could I please ask you to contact me on 0121 424 0808 or email patientservices@heartofengland.nhs.uk so that we can I can obtain some more information.

With kind regards


  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful