"Hospital care for my elderly father"

About: Heartlands Hospital / Older people's healthcare

(as a relative),

dad was taken to A and E in Heartlands hospital suffering from what was later diagnosed as acute pancreatitus. he was put on ward 20, an assessent ward, that evening then moved to ward 28 next day. mum had spent 3 weeks in ward 29 in January and we'd had a terrible experience. the staff were not interested in her care, in fact we had to make formal complaints about their treatment. this experience couldn't have been more different. staff at all levels on the ward were kind and helpful. they treated dad with kindness and respect and restored much of our faith. I hope managers at heartlands will explore the differences between the culture on the wards and look at lessons that can be shared i feel to bring all up to standard.

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

Dear jps

thank you for your comments regarding your father's recent admission at Heartlands Hospital.

I am so pleased to read that you feel the staff you encountered at all levels were kind, caring, helpful and respectful throughout your father's stay, and that this was such a contrast to your previous poor experience when your mother was in hospital. I do understand that when you have a poor experience as a patient or when acting on behalf of a loved one, that your faith and trust can be eroded and I am sorry to hear that.

It is lovely that your father's experience has helped to restore yours and your family's faith and please extend my best wishes to your father for his continued recovery.

I will ensure that the Senior Nursing Staff and Clinical Directors for the areas you have mentioned, Accident and Emergency, Acute Medicine (Ward 20) and Infectious Diseases (Ward 28) are forwarded your feedback so that they can share your kind comments with all of their staff who work very hard in often difficult circumstances to ensure a positive patient experience.

I hope my actions are acceptable and please contact me on 0121 424 0808 at any time should you require any other assistance or need any other information.

Once again, thank you for providing your comments, patient feedback is extremely important to us!

Kindest regards

Marie Helebert

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