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"We received not a service but exceptional care and..."

About: Heartlands Hospital

What I liked

We had a difficult late pregnancy with problems indicated early on by scans.

Our daughter only lived for 14 hours but, despite the deeply sad ending, we would like to have on record for your consultants, midwives, neonatal nurses and everyone involved with us at Heartlands that we received not just a service but exceptional care and professionalism for which we are profoundly grateful.

We feel we were kept well informed, involved in all the decisions that were needed to be made and at the difficult times were dealt with in a professional but caring manner.

For all the skill and professionalism in trying to achieve the best outcome, for the care shown and for the things that are as important but not easily measured, we would commend all those who cared for us at Heartlands.

What could be improved

Both myself and my feel that there was not one thing that could have been done better by the teams in charge of our care.

Story from


Response from Heart Of England NHS Foundation Trust

Firstly, thank you for the time spent giving us your feedback at what is obviously a very sad time for you and your family and we are very sorry for the loss of your child.

We will ensure the staff and management in neonates are shown your feedback. It is good to hear that the service and care we expect from our staff is being maintained even in difficult circumstances.

Thanks again.

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Response from Heartlands Hospital

Thank you for taking the time to email us your positive feedback at what is obviously a difficult time for you and your family.

We will ensure your feedback is passed on to the staff in Neonates who welcome all feedback, both positive and negative.

Thanks again.

Catherine Williams

Customer Services Office & Project Manager

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