"Treatment of elderly"

About: Heartlands Hospital

Arrived by ambulance approximately 1035pm Crew fantastic. Mom is an 85 year old frail lady with dementia. Have fallen earlier that day and was in pain. Trolly left in the corridoor by the door. One elderly person in front of us,with a handful of patients in cubicles.Well dodgy characters covered in blood being escorted in and out by Police and security.All the time we were there. Not the kind of situation you want your elderly mother to be around. Waited till 1 20 am nurse turns up takes her name date of birth saying back in a minute. Never saw her again. No sorry saw them outside chatting on mobile. Now there are at least 4 people behind us.

Another Nurse turns up, taking person behind us through to be treated.Explaining what was going on, and no one had got back to me. Guess what they say I will find out whats going on and get back to you I Promise. Guess what? never came back. Now its 2 30am The first nurse comes back called moms name. Asked if they had forgotten. They snap were busy.Not from what i saw on a little walk. Anyway taken to another department put in a cubical and left.

Several requests to the nurse about what was going on fell on completely deaf ears.No interest what so ever. 3 35am Im just about now to snap.Told nurse if my mothers not seen to I'm going to the Authorities Hey pesto Doctor appears within minutes.No complains they were excellent listened to what had happened and examined her. Said they would be back in a minute 15 minutes later had to go and find them to get a simple answer. Lesson learnt next time this happens i will be taking note book. I will take times names and a full account of events. I will be I will be causing a major problem by reporting, and writing to anyone and everyone, NHS, MP even Downing street.I will not let up believe me.

1035 to 4am in pain, elderly no one even taking an interest. Disgrace.

Im really surprised this morning looking back on how i did keep my cool. Especially When the nurse who minutes before had completely and sharply told me it had nothing to do with my mom. Probably rude becaue i had to ask him 3 times to repeat what he had said, because i couldn't understand. Just lucky all round,that i did keep calm.

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

Dear RockerHD09

Thank you for posting the details of your experience when attending the Accident and Emergency Department at Heartlands Hospital.

I am concerned to learn of your account and would very much like to speak with you directly to enable me to obtain some more information, so that I can raise your concerns directly with the Matron and Clinical Director for the Emergency Department.

I can be contacted on 0121 424 0808 or by email: marie.helebert@nhs.net

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

Kind regards

Marie Helebert

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