"My Mom"

About: Heartlands Hospital

(as a relative),

I posted a comment 6 months ago regarding the abuse from some members of staff to my mother whilst she was in the Heartlands hospital. I received a reply from the former PALS and was contacted by the ward sister, a meeting was arranged with the consultant and some staff members, the staff expressed concern and could not apologise enough that the initial complaint at the time was not addressed straight away and they admitted responsibility and claimed changes have been made since my complaint.

I was offered counselling, which I accepted as I felt that I could not move on from this until I had some sort of closure. I was also told I would receive a copy of the minutes and I would know what was happening through all stages of the investigation.

I was asked if I was going to sue, and I stated that I did not want that I just wanted justice to be done. The reality is that I have had no contact re any counselling, no minutes and no information from the day of the meeting which was last November.

A few weeks ago i had to go to this ward to undergo an assessment for one of my residents. I debated whether I should go on this particular assessment or pass it on to a colleague. As I am a professional person I decided I would go as this would breach my "duty of care" to my resident as he/she was desperate to come home and to cancel would have been detrimental to my resident's wellbeing and I was not prepared to allow this.

On my arrival what did i see but one of the staff members i had put the complaint in about! So, had the investigation taken place, in which case what was the outcome? I have no idea what has/is happening, at that time my resident was my priority and i conducted myself in the manner expected of me.

Now I am way past angry and now feel that as soon as I said I did not want to sue anyone I was disregarded. I am now taking this as far as I can go, I am disgusted with the Heartlands hospital and yes, I am now in consultation with a solicitor. How dare you disregard mine and my families feelings this way? My mom's memory will be forever tainted and you have shown blatant thoughtlessness and disrespect and downright arrogance at my grief for my mom.

Shame on you, and I hope this never happens to any family member of yours as I would not wish this sorrow on my worst enemy.

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Response from Patient Engagement Office and Project Manager, Heart Of England NHS Foundation Trust We are preparing to make a change

Thank you for your feedback and we are sorry to read of the problems your mom encountered whilst in our hospital. As you are aware a meeting has been arranged for you to meet with the directorate team again before the end of May to discuss your concerns following previous meetings that have taken place.

Catherine Williams

Patient Engagement Department

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Upset and hurt (a relative)

Correction, a meeting that took place!

With promises made and not kept, all I will say is thank you to Mumtaz who has called and responded to me in a professional manner.