"Appalling - i would not recommend this service to..."

About: Heartlands Hospital

What I liked

Absolutley nothing.

What could be improved

Following a fall, my 78 year old mother broke her leg. After waiting 50 minutes for an ambulance, she was taken to Heartlands. She arrived on a Tuesday evening just after 7pm - very few others in the waiting area. She was eventually discarges at around 2am which is a wait of over 6 hours. I wrote to the Chief Exec who replied to say she was treated within 4 hours. The time of arrival was confirmed by the ambulance trust and the time she left can be confirmed by the taxi company that the hospital used to take her home around 2a, having had no food since lunchtime and offered only 1 cup of tea. I replied to the Chief Exec to question how the maths works to come to a waiting time of 4 hours and after 6 week, he has not bothered to reply.

I also asked him to look in to the reson my own ophthalmology appt was cancelled on 4th July and I stioll have not had another appointment given.

More about:

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Simon Jarvis, Head of Patient Engagement, Heart Of England NHS Foundation Trust We have made a change

picture of Simon Jarvis

Dear Anonymous

I am so sorry your mother had this experience which clearly falls well below the standards we expect for all our patients. The team in A&E has been informed of this incident and a review of the refreshment facilities has also been completed. This has resulted in agreement to purchase new vending machines and ensure, where clinically appropriate, patients are offered refreshments on a regular basis. I also understand the CEO has responded with a personal apology and correction concerning the time your mother waited to be discharged.

I do hope your mother has continued to make a good recovery from her fall and please do contact me on 0121 424 4115 if you would like to me follow up any outstanding appointments as I would be pleased to look into this for you.

Best wishes


  • {{helpful}} of {{total()}} people think this response is helpful

Response from Heartlands Hospital

Heart of England NHS Foundation Trust would like to take the opportunity to thank you for your feedback and comments on NHS Choices website, this website also feeds into the Patient Opinion website, www.patientopinion.org.uk which is viewed daily by the Trust and a response to your posting will be available here. If you are unable to view the response and would like to discuss further please do not hestitate to contact us (Patient Services on 0121 424 0808) alternatively on www.patientservices@heartofengland.nhs.uk Kind regards Patient Services Department

  • {{helpful}} of {{total()}} people think this response is helpful