"Very unhappy!"

About: Heartlands Hospital

Recently visited heartlands a&e due to an accident on my foot seen doctor and was given pain relief then went for X-Ray's then seen another doctor who told be that my foot was badly bruised after having a 2 tonne steel gate shut on it the doctor gave me crutches told me to rest and sent me on my way. The next day I knew something wasn't right so I visited the local hospital in my home town the hospital did a further x-Ray which revealed that I had fractured my ankle I'm now in a cast until Thursday which if swelling has gone down by the I will be having a proper cast. So shocked by Heartlands a&e!

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

Dear Nicola James

Thank you for your post regarding your patient experience at Heartlands Hospital.

I am sorry to learn that you were initially told that you had badly bruised your foot and were discharged home with crutches. It must have been upsetting to be later advised at a different hospital that you had a broken bone requiring a plaster cast.

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

Can I please ask you to contact me at your convenience so that I may obtain some more information from you to enable me to identify your on our system? I will then be able to highlight your concerns appropriately.

I can be contacted either by telephone: 0121 424 0808 or by email: marie.helebert@nhs.uk

I hope this is acceptable and once again thank you for detailing your concerns, patient feedback is extremely important to us.

I look forward to hearing from you.

Kind regards

Marie Helebert

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