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Care Opinion

Appalling communication Heartlands

Posted By RachB73

"Appalling communication Heartlands"

About: Heartlands Hospital / General surgery

(as a parent/guardian),

My daughter before Christmas was rushed to Heartlands to have kidney stones detected on a scan removed, upon waking she was told they couldn't find anything. She asked for another scan to be told no they couldn't do that and sent her home.

Early hours of Sunday morning she was rushed into hospital I find out this morning by a random text from my child she is in ITU. Frantic, I phone Heartlands as I live 250 miles away. She had no family in Birmingham to be told by a nurse ward 11 that they couldn't tell me anything and needed permission from my daughter. I hang up and immediately call my child so happens the same person she manages to get hold of was the one I just spoke to. I hear my child ask can my mum speak to you and gobsmacked when I heard "no!" they wouldn't speak to me? What? I'm frantic I need to know why my child has gone and ended in ITU and now I've just found out she was rushed in surgery this morning and I know nothing is my child still alive?

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Responses

Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust 7 years ago
Marie Helebert
Patient Services Officer, Patient Services,
Heart of England Foundation Trust

Work with patients & families to highlight and address any issues relating to patient experience.

Submitted on 29/03/2017 at 16:01
Published on Care Opinion at 16:47

Dear RachB73

Thank you for your post regarding your concerns of your daughter and her patient experience, both currently, and previously just before christmas.

I am disappointed and concerned to read your feedback and would very much like the opportunity to look into this in more detail and do what I can to assist you in any way I can.

Can I please ask you to call me at your convenience? I can be contacted on 0121 424 0808 (9am - 3.30pm Monday to Friday, with a voicemail service in operation at all other times).

I can also be contacted via email: marie.helebert@nhs.net

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

Kind regards

Marie Helebert

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