"heartlands hospital care"

About: Heartlands Hospital / Maternity

(as a relative),

My daughter was readmitted to delivery with fluid on her lungs a week after giving birth and the care she received was excellent (she was really ill and at one point was almost put admitted to intensive care ) after 3 days she was moved up to maple ward and everything changed she buzzed and asked for her dressing to be changed as the midwife had got it wet flushing the canula with saline and it was hanging of and extremely itchy this was at 1: 30 am after buzzing 6 more times at 9 am it was changed. her second night the midwife was rude and gave attitude she made my daughter feel like she could not ask for help (she is on a drip and needed help feeding and changing her baby) her reply to my daughter when she asked was "cant you do it" she criticized the clothes she had brought for her baby and even commented "mommy will have to buy you new ones". when her drip had finished she buzzed someone came in turned it off but she was then left waiting an hour for them to take it off her canula. I dont understand why they go into this kind of work if they are goin to treat patients this badly.

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

Dear Lauralouise

Thank you for your feedback regarding your daughter's recent patient experience. I am pleased to read that you found the care she received when she was first readmitted and very poorly was excellent but am concerned about her experiences whilst on the ward. I am sorry that you and your daughter had cause for concern.

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

I would be most grateful if you, or your daughter could contact me at a convenient time so that I can obtain some more information to enable me to highlight your daughter's experience to the relevant senior management. Feedback such as yours allows us to identify the things we do well and examine where in the patient's journey things have not worked so well so that we can make changes where necessary to prevent repetition.

I can be contacted on 0121 424 0808 between 9am - 2pm Monday to Friday, or by email: marie.helebert@nhs.net

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

Kind regards

Marie Helebert


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