"Moms stay on ward 23."

About: Heartlands Hospital / General medicine

(as a relative),

Mom spent a few days on this ward and the staff are brilliant, kind, caring and professional, bar 1 person who needs to review their bedside manner and stop ignoring patients while yelling across them to talk to other staff about their personal life! The ward is full of very sick patients who need their rest to overcome their illness, not be kept awake by a staff member yelling about their personal life. You've let the side down, shame on you!

My other complaint is the food which was served cold, no wonder the poor patients didn't want it. Nurses are a credit to the ward and hospital and the HCA, thank you all for your care of our loved ones.

More about:

Responses

Response from Heartlands Hospital

responded: 11.04.19

Dear Tremendous

All feedback is used by our Patient Experience Team to identify themes and trends across the organisation to highlight areas of improvement as well as areas of excellence.

Your comments have been forwarded to the Patient Experience Team.

Please do not hesitate to contact the Patient Relations Team on 0121 424 0808 or you can email your concerns to uhb-tr.Complaints-ConcernsandCompliments@nhs.net if you have any further unresolved issues following this incident.

Glad to hear things worked well for your mom as regards the treatment by most of the staff on ward 23 at Heartlands Hospital. I will make sure your comments are shared with the team and many thanks for taking the time to leave feedback.

We make sure all stories are discussed at our senior team meetings and rely on feedback to both validate the improvements we are making to drive change as necessary, so thank you once again.

Please be aware that we would require a patient’s written or verbal consent for information to be shared with a family member.

Kind regards

Patient Experience Team

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