"Mom was treated with care and dignity throughout..."

About: Heartlands Hospital

What I liked

These comments refer to my mothers stay in Heartlands from September 2012 until she passed away in the hospital in November 2012.

Mom was 90 years old and very seriously ill on admittance. She recieved wonderful medical care but unfortunately had multiple causes of serios illness which , in spite of the excellent medical efforts, took mom's life on November 13th.

Mom was a large lady who had serious mobility problems. The hospital staff assisted her in all of her needs, willingly and without a word of complaint. Mom was treated with thoughtfulness and dignity throughout her stay in Heartlands on both wards 3 and 29. The family are extremely grateful to the hospital for making the last days of mom's life as comfortable as was possible. Mom was very vulnerable to pressure sores and had a bad experience, in this respect, during a previous NHS care home stay. The level of preventative care was evident to the family and was of a very high standard. Knowing her vulnerability to such sores, the family were very grateful and very pleased to see the standards of care that mom received. The medical and nursing staff on wards 3 & 29 should be complimented for their constant and unwaving efforts to make mom well and keep her comfortable.

What could be improved

I can't think of anything that the family would wish to complain about except maybe the standard of the fodd, which was never to mom's liking and the parking charges for the daily family visits.

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Response from Heartlands Hospital

Thank you for taking the time to share your feedback with us and I am sorry to hear of the loss of your mother. I am glad to hear while your mother was staying in our hospital her needs were taken into account and she was cared for appropriately for those needs.

I will ensure your feedback is shared with the wards you have mentioned.

Re: parking charges. Reduced rate weekly passes are available for relatives who will be visiting on multiple occasions and are available from the parking office adjacent to the visitors car park.

Thank you again.

Catherine Williams

Patient Engagement Department

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