"Absolute Shambles."

About: Heartlands Hospital

Having been sent by a doctor from Solihull walk in centre to A&E at heartlands along with a letter with all the information needed I waited about 45mins, i was called and taken by a nurse where they took my blood pressure and pulse and tempreture asked me questions even though all answers were in the letter,they said bp pulse temp were fine I was then sent back out into the waiting room where I waited another 45mins the the same nurse came out and said they thought id be seen quicker in the badger department to be fare they were very nice ,so I went over to badger where I waited about 30mins then was called by another nurse who again took my blood pressure pulse and tempreture again they said all was fine, the nurse read the letter and asked me all the same questions again , when my husband asked why I was seeing yet another nurse we were told don't know but if it was up to them, they would just say see your gp, the nurse clearly didn't like their job, they were ignorant , I was then told to go and wait again in waiting room, after about 20mins I was called in again by yet another nurse who again took my blood pressure pulse and tempreture again they said all was fine, asked all the same questions but to be fare they were also nice, they then went to ask advice from a doctor. they both returned to the room where the doctor again asked some questions and said I needed to see an eye doctor they proceeded to phone someone to get a eye doctor to come and see me , the doctor then put the phone down and said oh theres not an eye doc in the hospital on call. The doctor advised me that I could go to QE hospital or city hospital where they had an on call eye doctor . but it was 11pm by now so they said I could go in the morning if I preferred but if my pain got worse I should go straight away. The doctor was very caring and concerned. the whole experience was traumatic to say the least . and in every waiting area there were people lying on the seats people that looked like they were just having a good night out and a chat , I can understand bringing one person with you for support but many of these people had 4 or more people with them and there children were just running round whilst their parents sat chatting this should not be allowed . Something needs to change.

Story from NHS Choices

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

Dear Wendy

Thank you for your post regarding your recent experience at Heartlands Hospital A&E Department.

I am sorry to read that you felt that the information in the letter provided by the doctor at Soliihull Walk in Centre was disregarded by the staff you saw, and that basic observations were repeated unnecessarily.

So that I can look into your experience in more detail, can I please ask you to contact me directly?

I can be contacted at your convenience on 0121 424 0808 or by email: marie.helebert@heartofengland.nhs.uk.

I look forward to hearing from you.

Kind Regards

Marie Helebert

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