"Filthy toilets"

About: Heartlands Hospital / Trauma and orthopaedics Solihull Hospital / Trauma and orthopaedics

(as a relative),

Arrived at Heartlands with my elderly mother after being in Solihull hospital for over 3 hours. On arrival we tried to use the toilets at the fracture clinic and it was filthy and in a disgusting state. Excrement up to the top of the bowl.

The receptionist was unhelpful and didnt even look at us and had no customer service

at all. I thought receptionist were supposed to be friendly and caring especially in a hospital.

Had to wait from 7. 45 and was still there at 11. 30p. m.

A long time for an elderly person to sit and wait and in the pain.

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

picture of Simon Jarvis

Dear Parpy1953

I am so sorry you found the toilets in such a state and have arranged for the cleaning team at Solihull to perform more regular inspections to ensure a similar situation is avoided in the future. That aside, there is no excuse for staff to be rude and unhelpful and you're absolutely correct pointing out that the role of the receptionist is to be friendly and caring which is certainly what any of us would expect; particularly in the difficult and stressful situation you found yourself in when accompanying your elderly mother. The nearly 4-hour wait you describe is an awful long time and reception staff should have kept you updated as to why there was this delay. I'm assuming this didn't happen so will pick this up with the manager, along with the issues around staff attitude. I do hope your mother is recovering well and that I have provided some assurance these standards are not acceptable or tolerated. If there is anything else I can do though then please let me know

Best wishes


Head of Patient Engagement

0121 424 1115


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