"the staff were lovely - when we actually saw anyone."

About: Heartlands Hospital / General surgery

(as the patient),

I have recently attended to SAU at Heartlands where the staff were kind and courteous towards me, I have only one issue, that is that I was at the unit for 5 hrs and found it very difficult to sit and wait not knowing what was going on, I and all the other patients would have appreciated someone coming in the waiting room to tell us when we would be seen, how far down the list we were and if we could have a drink and something to eat or whether that would be something to avoid until after seeing a doctor, we were all left somewhat in the dark and when you are in severe pain, hungry, thirsty and tired, just a few words to keep us in the know would have helped just a little.

As I mentioned before that the staff were lovely towards - when we actually saw anyone.

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

Dear Kidney Stones

Thank you so much for your comments regarding your patient experience in Surgical Assessment Unit (SAU) at Heartlands Hospital.

I am so pleased to read that the staff you encountered were all kind and courteous to you but do appreciate your frustration at the lack of communication in being kept informed whilst in the waiting room.

I will pass along your feedback to the Ward Manager and Matron and ask that they communicate to the ward team the importance of keeping patients informed and being available to answer questions that waiting patients may have.

I hope my actions are acceptable and once again my thanks for taking the time to provide your feedback, it is very important to us.

Kind regards

Marie Helebert

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