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Worst Experience Ever

Story from nhs.uk

"Worst Experience Ever"

About: Heartlands Hospital / Accident and emergency

The waiting times are absolutely ridiculous! I had waited at A&E for over 7 hours which is absolutely horrendous. They were extremely short staffed and only had 1 doctor present who was very slow and had to deal several patients. The staff were rude, did not make eye contact and looked like they didn't even want to be there. They weren't helpful and did not answer any questions of mine. That's the last time I'm ever going to Heartlands A&E. I'm just extremely disappointed

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Responses

Response from Heartlands Hospital 6 years ago
Heartlands Hospital

Submitted on 18/01/2018 at 15:50
Published on nhs.uk on 20/01/2018 at 02:53

Dear Patient,

Thank you for your posting regarding your visit to the A&E Department at Heartlands Hospital.

I am very sorry that there was a lengthy delay in being seen and that the staff were unhelpful.

If you would be willing to provide further details such as the date and time you attended, together with your name, address, date of birth and a contact number, as a Trust, we would welcome the opportunity to review your care.

You can do this by contacting a member of the Patient Services Team on 0121 424 0808 or you can email your concerns to bhs-tr.Complaints-ConcernsandCompliments@nhs.net who can then take the necessary action.

If you do contact our team, can I please ask you to advise the member of staff that you are responding to your NHS Choices Posting.

In the meantime, I will forward your posting the A&E senior management team so they are aware of your experience.

Once again, thank you for bringing this to our attention.

Patient feedback is important to us whether it is positive or less than favourable, as it allows us to identify how services are working well and also enable us to look at areas where there are issues and make changes where possible, to improve our patients' and visitors' experiences.

Regards

Miss J. Langham

Patient Services Officer

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