"AMU Discharge Process Chaotic"

About: Good Hope Hospital / Accident & emergency

I was admitted to resuscitation a few days ago and spent the night there simply because there were no beds. At 11am the next morning a bed was available in AMU and I was moved there. Everything was first rate especially the nurse who was leading the team in the bays I was in. However, I was subsequently discharged and sat on a bed that, I assume, would have been in demand by others based on my experiences, and had to wait 2 hours whilst the discharge letter was typed. In the end, I left without it simply because I could not believe it could not have been mailed to the GP electronically and also because it looked to be another hour or so before I would get out. I really did think everything on AMU was first rate but at the point you know you can go home, and I expect there is some administration to sort, you really do think someone will have put a bit more thought around how to free off the beds more quickly. This is not a complaint but it was a really frustrating end to some really hard and dedicated nursing care from some very committed and supportive and friendly and caring nurses. Someone needs to fix the broken process.

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

Dear Steve

thank you very much for your constructive feedback regarding your patient experience at Good Hope Hospital. Feedback such as yours is so helpful to us and I would be very grateful if you could contact me at your convenience to allow me to obtain some more information from you? This will enable me to look at your patient journey and identify you on our system.

I can be contacted either by email: marie.helebert@nhs.net or by telephone: 0121 424 0808 between 9am and 2pm Monday to Friday. There is a voicemail system in operation at all other times and we endeavour to return your call at the earliest opportunity.

I look forward to hearing from you.

Kind regards

Marie Helebert

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful