"Lack of Doctor acknowledgement"

About: Heartlands Hospital / Gastroenterology

(as the patient),

I was recently admitted to Heartlands Hospital, Birmingham. After waiting a disappointing 7 hours to be seen by a doctor, I was told I was being admitted for overnight stay awaiting assessment the next day. stay for the week. Initially the doctors in the Cystic Fibrosis ward were attentive and reassuring. Those specialist doctors catering to my condition were also very attentive at the start of the week leaving me feeling positive about the treatment which was supposed to be given to me the during week.

As the week went on, the specialist doctors never made another appearance to check on my condition or progress. This had me annoyed and agitated as I was unaware as to whether any of my tests had shown any sign of improvement. Come Thursday I was told I was going to be put on oral medication but again nothing had progressed. Friday I was sent to another ward under the impression I was going to be discharged. This was not the case and I ended up spending another night in a ward and I received no further treatment. I finally spoke to the doctor on Friday afternoon and was under the impression that I was going to get the treatment I should have been put on but again due to system issues, my medication seemed to have dropped off the list and I went a whole day without anything.

No matter how many times I asked to see the doctors they never made a trip to see me during the week I was there. Again the same happened on Friday and that had got me very angry and annoyed that I spent another night for no reason when I could have been discharged. Saturday I ended up self discharging as I was fed up with the lack of competence the doctors had especially when I continually asked to see one. Even the on call doctor didn’t see me when I had asked to speak to them.

The nurses were great the whole time but I am disappointed with the way the doctors were with me. I shouldn't be penalised on treatment for being in a different ward to those in a similar condition to me. I really hope they take more time out to understand that patients don't appreciate being left in the dark when they are being treated.

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

Dear Dee M

Thank you for your post regarding your patient experience at Heartlands Hospital. I am sorry to learn that you were disappointed with the lack of communication with the specialist doctors involved in your care.

I would like to reassure you that we take seriously any issues our patients raise with us and we value your feedback.

I would very much like to examine your patient experience in more detail but would require some more information from you to enable me to do this.

Can I please ask you to contact me at your convenience either by telephone: 01214240808 or by email: marie.helebert@nhs.net.

I hope this is acceptable and once again thank you for highlighting your concerns to us, your feedback as a patient is extremely important to us. I look forward to hearing from you.

Kind regards

Marie Helebert

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