"A & E a nightmare"

About: Heartlands Hospital / Accident and emergency

I was referred to heartlands A&E by Badger out of hours, due to fact I had a swelling in my throat and felt like I was choking, and we thought it was an allergic reaction.

I arrived at 11.20pm... I registered and started my wait, after an hour, I still hadn't been seen any kind of triage nurse to assess, whether serious or not, I went back to desk only to be advised I would need to speak to someone at the nurses station.

So they let me through...I found a nurse 'explained' my situation, and was told to go back and wait... Which.I did so.

I was finally called in at 1.45am to be told that I should have gone to the Badger Clinic. I was then taken over there and told to wait.

I finally saw a nurse at 2.20am, and then finally saw a doctor in Badger Clinic at 2.45 am. I cannot believe that I had to wait 3 hours to have my condition accessed, considering that it was potentially a life threatening condition, before seeing a doctor... It's an absolute disgrace!!

I dread the thought of having to come here again, if I have a medical emergency.

I cannot believe the main hospital in East Birmingham and Solihull appears to be unable to care for its patients in a controlled and well managed manner.

Whatever has changed here since my last visit two years ago. needs a serious review!!

Terrible!! And it certainly wasn't a staffing issue from what I could see, as during my 4 hour visit. I saw lots of staff. Drinking, chatting walking about, but not being particularly productive...To be fair, when I finally did see a nurse here's great and so was the doctor (apart from the fact that the nurse had to hunt around for equipment to look down my throat) if good hope has and A and E dept, I would suggest you go there!! I know I will be in future.

Story from NHS Choices

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

Dear Anonymous

Thank you for your comments regarding your care and treatment in Accident and Emergency at Heartlands Hospital.

I am concerned and disappointed to read the details of your experience and would very much like the opportunity to speak with you and gain some further information to enable me to examine your patient journey in more detail. Can I please ask you to contact me at your convenience either by telephone: 0121 424 0808 9am - 2pm Monday to Friday (there is a voicemail service in place at all other times) or by email: marie.helebert@nhs.net.

I hope this is acceptable and I look forward to hearing from you. Once again thank you for taking the time to post your feedback; it is very important to us.

Kind regards

Marie Helebert

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