"my brother is terminally ill how dare his valuable time be taken so lightly"

About: Heartlands Hospital

(as a relative),

I accompanied my brother to one of many appts at heartlands hosp yesterday, he is undergoing treatment for multiple myloma and is terminally ill.

having received a call cancelling an appt for alung function test, he was instructed to report to ward 19 early, for a 1. 30 appt in the respiratory physiology.

the receptionist at ward 19 instructed him to go to the resp phys dept immediately and gave directions how to get there, we arrived there at 1. 10 no staff apparrent! after a few mts an engineer appeared and informed us as all staff were at lunch, and we had no appt, he would "slot us in"

at 1. 50 staff started to appear asking names and once again dissapeared for afurther approx 10mts. my brother is terminally ill how dare his valuable time be taken so lightly by in general not very pleasant or efficient staff! . we returned to ward 19 and eventually seen there at 3. 35.

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Response from Simon Jarvis, Head of Patient Engagement, Heart Of England NHS Foundation Trust We are preparing to make a change

picture of Simon Jarvis

Dear 'poorshow'

Thank you for your email and I am so sorry to read about the experience you and your brother had at Heartlands. Clearly, the excessive delay you were both subjected to is unacceptable and has been fed back to the team involved who are deeply apologetic.

My initial findings seem to indcate a breakdown in communication between the booking office and the clinic itself which I am working to get to the bottom of. I will of course keep you informed when I have further information as my priority now is to ensure steps are put in place so this does not happen again.

Once again, please accept my apologies and if I can do anything to help with future appointments or if you have any further questions / concerns please don't hesitate to call me on 0121 424 1115 as I would be glad to assist.

Best wishes

Simon Jarvis

Head of Patient Engagement

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