"Waiting times for appointment"

About: Heartlands Hospital / Older people's healthcare

(as a relative),

Accompanied my mum to an outpatient appointment today. We were kept waiting for over an hour before being seen. My mum is an elderly lady who is unable to sit for long periods. No explanation was given as to why we had to wait so long and no apology as well. All together a very bad experience. Staff not very friendly as well.

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

Dear Aleena

Thank you for your feedback regarding your mother's appointment in our outpatients department and the amount of time you were kept waiting.

I appreciate that as an elderly lady your mum is unable to sit for long periods of time.

I am very sorry that you were not offered any explanation as to why there was a delay, that the staff were not friendly, nor were you or your mother offered an apology.

I would like to look into this matter further on your behalf, but would require some more information.

Can I please ask you to contact me at your convenience either by telephone on 0121 424 0808 or by email: marie.helebert@heartofengland.nhs.uk

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

Kind regards

Marie Helebert

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