"Walsall manor transfer to heartlands/urgent..."

About: Heartlands Hospital / Accident and emergency

I was transferred last friday evening to heartlands from manor walsall, for an urgent throat procedure due to thete being no ent consultants at manor over the weekend. Manor arranged the transfer and we made our own way over being told i wouldn't have to wait in minors long as i had a bed waiting on ward 5. However, when i arrived, a and e reception staff were not helpful at all and i was told to wait again. I was in pain and vecoming distressed. I managed to speak to a lovely nurse who chased everything up for me and constantly reassured me, along with their fab colleagues, who assessed me and sorted my obs. These people are a credit to heartlands. Once upon the ward, which was abot 11.30 pm i was seen by a doctor straight away and had the procedure done immediately. The nurses were brilliant on ward 5..during that night and the following day before i was allowed to go home too. One nurse, particularly, was very professional....they ran a tight ship and knew their stuff! In fact, my whole experience regarding nurses and doctors who attended to me were amazing, knowledgeable and professional. Such a shame that the receptionist gave me such a bad first impression as they sat there chewing gum!

Story from NHS Choices


Response from Heartlands Hospital

Dear Patient,

Please accept my apologies for the delay in responding to your posting.

Thank you for taking the time to post your comments regarding the care and treatment you received in the Accident and Emergency Department and then on Ward 5 at Heartlands Hospital.

I am sorry that the Reception staff in A&E was not helpful, especially as you were in pain and becoming distressed and that the first impressions you had, were of the receptionist chewing gum.

As a Trust, this is not the impression that we would want our patients to have.

I will forward your posting to the A&E Reception Manager and highlight your comments, so that she is aware.

I am pleased that you found a member of the nursing staff who was able to assist you and that she was able to reassure you.

It is lovely to read your positive comments regarding the ENT team and the staff on Ward 5.

I absolutely agree with you, all the staff on Ward 5 are extremely professional, caring and very helpful.

I will forward your posting the senior management team for ENT and the senior nursing staff for A&E and Ward 5.

I will ask that you posting is shared with the staff, as I am sure they will be delighted to read your positive comments.

I do hope you have recovered well following your procedure.

Once again thank you for taking the time to provide your comments, as all patient feedback is very important to us, whether it is negative or positive, as this helps the Trust to improve our services and make changes where necessary.

We continually strive to improve our service for all patient’s and visitors.

Best wishes

Miss J. Langham

Patient Services Officer

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