About: Heartlands Hospital / Urology

(as the patient),

Hi, Sorry I don't intend to be pushy, but how long does it take for the Heartlands to answer to complaints? I sent my complaint by Royal Mail early January and have not received any response yet. is there any email address for submitting complaints? I would like to resend my complaint by email as well. Thank you.

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

Dear SeyMor

I am sorry to learn that you have not yet received any response to your letter of complaint sent in January via Royal Mail as advised above.

If you would like to give the Patient Services Team a call on 0121 424 0808 and speak with a Patient Services Officer, we would be very happy to make enquiries and update you appropriately.

Alternatively, you can email: patientservices@heartofengland.nhs.uk at any time.

I hope this information is helpful and if I can be of any other assistance please contact me.

Kind Regards

Marie Helebert

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

Update posted by SeyMor (the patient)

Dear Marie,

I sent you an email on 08 June 2015 12:00 referring to our discussion on 09 April. I have not received any response from the Heartlands Hospital regarding my complaint despite your promise that it will be dealt with. I had to reschedule an appointment I had received for a date in July 2015 at 11:00 am as I am still feeling unsafe to go to the Heartlands Hospital. Unfortunately I have been left with no option but to escalate my complaint to Parliamentary and Health Service Ombudsman. I believe it is totally unreasonable to wait for a response for such a long time (six months).