Heartlands Hospital
Bordesley Green East, Bordesley Green, Birmingham, West Midlands, B9 5SSContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Nurses and Health Care Assistants were amazing
Rated 3 stars out of 5
by Shelby - Posted on 08 November 2023
We attended the paediatric A&E with my son who had a bad case of croup along with tonsillitis at around 23:30. We were seen by nurses and HCA’s relatively quickly and they monitored my son regularly after giving him a dose of steroids to help his croup. We were then waiting for around 3-4 hours with an exhausted, upset and very unsettled 19 month old, just to see a Dr. There was only 1 Dr available, and upon observation there were other drs coming to talk with the one on shift, but never saw any patients in the waiting room. I understand the stretch the NHS is under and that staffing can always be an issue, and it was not majorly busy in the department, however 1 Dr was not suitable for last night. We eventually saw the Dr and he asked some questions and then examined my son who had only just fallen asleep. The Dr had to check his throat, which I understand had to be done which resulted in my son waking up. He advised he would be sending us home with some antibiotics for tonsillitis as there are a few puss spots on his tonsils. We were then left in a cubicle with a hysterical 19 month old whilst waiting for a prescription. After a further 45 minutes of waiting I approached the front desk where 2 of the most amazing and helpful nurses were and asked if they knew anything about my son’s antibiotics. They informed me that the Dr hadn’t said nothing but they would call him back and sort them out so we could get my son home to bed. Another 30 minutes passed and the nurse brought them down to us and apologised profusely for the Drs lack of communication. We eventually got home at 6:30am. My husband and I can’t fault the nurses and HCA’s attention to care and level of hospitality as they were phenomenal. My only issue is the Dr’s lack of communication which left us waiting for an unnecessary amount of time. Please pass on my thanks to all the nurses and HCA’s, we would have been lost without them last night!
Visited Accident and emergency services on October 2023
Review titled Heartlands Hospital
Replied on 20 November 2023
Dear Shelby Thank you so much for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the slightly delayed response. We are delighted to hear about the excellent care your son and you received from the nurses and HCAs in the Paediatric Emergency Department but also sorry to hear that there were some comunication issues with a doctor. Your kind words have been forwarded to senior staff to share with the department, if you would like to provide any further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Best Wishes James Cunningham Patient Experience Facilitator at University Hospitals Birmingham
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Review titled Caring practice
Rated 5 stars out of 5
by Megan - Posted on 22 October 2023
I attended heartlands after suffering a fall and banging my head which resulted in short term amnesia. During that time i was seen quickly by a nurse, who made sure to explain what was going to happen next. The nurse who was at the front desk was comforting and professional about any queries i had and anything i needed she did it efficiently. The security guard who was on shift that night made sure everyone felt safe, even when it came to dealing with aggressive patients. He made sure we was also all safe outside and was easy to have conversation with which calmed my nerves. My doctor treated me with understanding and asked enough questions to get a thorough idea of what was happening, he gave me a canuala for the first time but i felt calm because he explained every step. They check on you when your in the waiting room and you never feel forgotten. Well done to the heartlands emergency staff.
Visited Accident and emergency services on October 2023
Review titled Heartlands Hospital
Replied on 23 October 2023
Dear Megan Thank you so much for taking the time to provide feedback about Heartlands Hospital Birmingham. We are delighted to hear about the excellent care you received in the Emergency Department and that staff (in particular the security guard) were so helpful, understanding and professional. Your kind words have been forwarded to senior staff to share with the department, if you would like to provide any further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Best Wishes James Cunningham Patient Experience Facilitator at University Hospitals Birmingham
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Review titled Outstandingly Care
Rated 4 stars out of 5
by Pat jennings - Posted on 01 November 2023
My husband was admitted to A&E with a suspected stroke on Sat 29 October the care and attention he received was exellent by all staff nurses doctors and other staff on duty and was much appreciated thank you to all in what is a very busy department off the hospital glad to say they found that he had not had a stroke but he had Bells Palsy which has the same symptoms with face and eye drop which he is being treated for again thanks to you all
Visited Accident and emergency services on October 2023
Review titled Heartlands Hospital
Replied on 14 November 2023
Dear Pat Thank you so much for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the slightly delayed response. We are delighted to hear about the excellent service your husband received during his recent visit to A+E and that the doctors, nurses and other staff. Your kind words have been forwarded to senior staff to share with the department, if you would like to provide any further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Best Wishes James Cunningham Patient Experience Facilitator at University Hospitals Birmingham
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Review titled Thank you security guard and nurse in children’s A and E
Rated 4 stars out of 5
by Anonymous - Posted on 10 October 2023
I would like to extend my thanks to the security guard in the door at Heartland’s Hospital A and E on Saturday 7th October. I had taken my grandson in, who had suffered an injury. He accompanied me to the right department and opened all the doors on the way. He saw how distressed I was and kept me reassured things were going to be ok.
Visited Children's & Adolescent Services on October 2023
Review titled Heartlands Hospital
Replied on 23 October 2023
Dear Relative Thank you so much for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the slightly delayed response. We are delighted to hear about the excellent service you received at our Emergency Department and that you and your son were so well looked after by the security guard who first met you. Your kind words have been forwarded to senior staff to share with the department, if you would like to provide any further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Best Wishes James Cunningham Patient Experience Facilitator at University Hospitals Birmingham
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Review titled Very impressed - much better
Rated 5 stars out of 5
by Emma - Posted on 22 October 2023
Today I had to visit due to chest pains. I first went to A&E and was seen straight away. 2 lovely nurses did my ecg and were so welcoming. Then got sent to urgent care where I was seen really fast by a very nice doctor who was thorough in her examination. All staff were so friendly. I then got refferred to ward 19 day care. Could not have got a better service. Patient care was priority. Felt listened to. There was a trolly with refreshments which when unwell and sitting waiting for results was very needed. Especially as I am type 1 diabetic! All staff were outstanding and couldn't do enough for me. I felt like I was checked over and looked after very well. Was very impressed throughout my whole process. I feel this system works so much better and you are not kept waiting around in busy dirty waiting areas. All staff were professional and felt like they actually cared. Faultless and want to say a big thank you.
Visited Accident and emergency services on October 2023
Review titled Heartlands Hospital
Replied on 23 October 2023
Dear Emma Thank you so much for taking the time to provide feedback about Good Hope Hospital Birmingham. We are delighted to hear about the excellent service you received in the Emergency Department and Ward 19, and that staff were so helpful and focused on patient care. Your kind words will be forwarded to senior staff to share with the department, if you would like to provide any further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Best Wishes James Cunningham Patient Experience Facilitator at University Hospitals Birmingham
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Review titled Endoscopy unit
Rated 5 stars out of 5
by Adrian flynn - Posted on 31 October 2023
I had to attend the endoscopy unit to have a stent fitted yesterday, from the moment I arrived I was treated with so much care from everyone I met on this unit and the empathy and professionalism that was shown by ever single person I met was a complete credit to the NHS
Visited Don't know on October 2023
Review titled Heartlands Hospital
Replied on 08 November 2023
Dear Adrian Thank you so much for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the slightly delayed response. We are delighted to hear about the excellent care you received at your recent endoscopy, that you were shown so much empathy and treated with such professionalism by the staff you encountered. Your kind words have been forwarded to senior staff to share with the department, if you would like to provide any further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Furthermore we'd be interested in hearing about this in more detail and potentially gathering a patient/relative story to use in staff training and other meetings as an example of best practice, if this is something you're interested in please contact patientexperience@uhb.nhs.uk and we can arrange to discuss further. Best Wishes James Cunningham Patient Experience Facilitator at University Hospitals Birmingham
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Review titled MRI scan
Rated 4 stars out of 5
by Anonymous - Posted on 27 October 2023
3 weeks ago I went to Heartlands for the first time for an MRI scan at the new treatment centre. I was very impressed, I went in on time, the staff were all lovely and explained everything to me clearly. The centre is very new and spotlessly clean. Having heard negative comments re Heartlands I wasn't sure what to expect but it was excellent. I'm still waiting for the results, which hopefully I will get soon and just wanted to say thank you to the kind and friendly staff.
Visited Don't know on October 2023
Review titled Heartlands Hospital
Replied on 08 November 2023
Dear Patient Thank you so much for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the slightly delayed response. We are delighted to hear about the excellent service you received at your recent scan at the Heartlands Treatment Centre and that the staff were all so lovely and explained everything so clearly. Your kind words have been forwarded to senior staff to share with the department, if you would like to provide any further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Best Wishes James Cunningham Patient Experience Facilitator at University Hospitals Birmingham
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Review titled Information request
Rated 2 stars out of 5
by Jill - Posted on 23 September 2023
I had attended the A&E on the evening of 19/09/2023. As soon as I’ve arrived at the department I was informed that a ECG was carried. I even had the ‘sticker’ all over my body. I was told I did not have any symptoms of a heart attack and they proceeded to move me to the waiting area. I was then proceeded to pre-assessment nurse who informed me (after looking at the computer systems) that an ECG was done and I need to wait for the Dr. Since my chest pain subside slightly and the pain moved down my body and the first nurse informed me that there were no sign of a heart attack I have discharged myself instead of waiting further long hours. Today (23/09/23) I have contacted the A&E for a record of the result of the ECG to be send to the GP as they have not received a copy, I was told as I did not see a DR, there were no records recorded. I was surprised and shocked to hear this therefore can a data controller at Heartland Hospital review officer please contact me what data information you have of me at Heartland Hospital following my contact with this hospital on the night of 19/09/2023 Thank you and look forward to your reply very soon.
Visited Accident and emergency services on September 2023
Review titled Heartlands Hospital
Replied on 25 September 2023
Dear Jill Thank you for providing feedback on your recent visit to Birmingham Heartlands Hospital. As your request is an urgent one can you email pals@uhb.nhs.uk with your details and they will try and assist ASAP. Best wishes James Cunningham Patient Experience Facilitator at UHB
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Review titled The staff were very helpful and efficient.
by Hp23 - Posted on 19 September 2023
This was a great service on a Saturday afternoon. The appointment was on time. The staff were very helpful and efficient. The procedure was really quick and clearly explained with lots of reassurance. I would highly recommend this outpatients service.
Visited September 2023
Provided by Care opinion
Review titled Heartlands Hospital
Replied on 03 October 2023
Dear Patient Thank you so much for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the slightly delayed response. We are delighted to hear about the excellent service you received during your weekend procedure and hope you are recovering well. If you would like to provide any further feedback about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Best Wishes James Cunningham
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Review titled We are at our wits end
by Vmj - Posted on 09 October 2023
Phoned PALS University Hospitals Birmingham. Just rings out no answer phone. Left emails. Emailed patient relations who chased them up but still no response. Apparently PALS said they would ring yesterday but didn’t. We need to know who is responsible for husbands care. He was phoned and told to go for urgent CT scan - next day (this was after an X-ray chest 6 days earlier. We have no names, nothing. We are at our wits end. When they rang about an urgent CT scan the Doctor mentioned oncology/Multi Disciplinary Team meeting. Husband was admitted into Heartlands told chest infection and then CT in treatment centre heartlands . Rang hospital but no one can help apparently
Visited September 2023
Provided by Care opinion
Review titled Heartlands Hospital
Replied on 10 October 2023
Dear relative Thank you for taking the time to provide feedback about University Hospital Birmingham. We are really sorry to hear that you are experiencing ongoing issues contacting PALS and confirming who is responsible for your husband's care. Please drop us a line at patientexperience@uhb.nhs.uk and we will try and assist. Best wishes James Cunningham Patient Experience Facilitator at UHB
Provided by Care opinion
Information supplied by University Hospitals Birmingham NHS Foundation Trust