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 Frustrating booking system
Rated 2 stars out of 5
by Anonymous - Posted on 05 September 2023
I requested an appointment to be rescheduled and have them details of my availability but instead they cancelled it completely. I have now been trying for over a week to try and rebook but every time I call I am 35th, 40th and 37th etc in the queue. This is very frustrating and disappointing. After waiting for about 45 minutes and being close to talking to someone the call cuts off. This has happened many times. This hospital is one of the worst I have called. It seems that there is just 1 person working to book appointments. Sort yourselves out!
Visited Don't know on September 2023
Review titled Heartlands Hospital
Replied on 13 September 2023
Dear patient Thank you for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the delayed response. We are really sorry to hear that your experience has not been a positive one and you have had so much difficulty getting an appointment. We are keen to listen to your concerns in more detail to understand more about what has happened and to try to resolve any outstanding issues. If you are happy to do this please make contact with the Patient Advice and Liaison Service (PALS) to provide your details. PALS are here to help and can be contacted by phone 0121 424 0808, by email PALS@uhb.nhs.uk or by contact form at https://www.uhb.nhs.uk/forms/contact-complaint-concern Best wishes James Cunningham Patient Experience Facilitator at UHB
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Review titled Terrible discharge ward
Rated 4 stars out of 5
by Anonymous - Posted on 26 September 2023
Why when you have been told on the ward you are discharged you have to go to the discharge ward and wait over 5 hours for paperwork and possible tablets. I have now been asked 6 times by the staff there what my name is!!!! I am not sure what I am waiting for as I was not given any medication on the ward. I have asked repeatedly but nobody seems to know or come back to me with an answer!!! This is one part of the hospital that needs sorting out. Lack of communication again!!!
Visited Don't know on September 2023
Review titled Heartlands Hospital
Replied on 03 October 2023
Dear patient Thank you for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the delayed response. We are really sorry to hear that your experience on our discharge ward was not a positive one and that there were issues with long delays and getting the correct medication. We are keen to listen to your concerns in more detail to understand more about what has happened and to try to resolve any outstanding issues. If you are happy to do this please make contact with the Patient Advice and Liaison Service (PALS) to provide your details. PALS are here to help and can be contacted by phone 0121 424 0808, by email PALS@uhb.nhs.uk or by contact form at https://www.uhb.nhs.uk/forms/contact-complaint-concern Best wishes James Cunningham Patient Experience Facilitator at UHB
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Review titled Great Patient Treatment
Rated 5 stars out of 5
by David Hayes - Posted on 13 August 2023
After having recently been a patient in the Urology Dept. I have nothing but praise for the treatment I received from all members of staff. Well done and thank you to everyone concerned.
Visited Urology on August 2023
Review titled Heartlands Hospital
Replied on 22 August 2023
Dear David Thank you so much for taking the time to provide feedback about the Heartlands Hospital Birmingham. We are delighted to hear about the excellent service you received from our colleagues in the Urology Department. 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 Traumatising experience
Rated 1 star out of 5
by Anonymous - Posted on 20 August 2023
Having had two good experiences at a different trust I decided that I would go to Heartlands for my third baby. The main reason being that it was much closer to where I was living and hence convenient with two little ones. The care that I received on the delivery suite was utterly appalling. My midwife was rude, arrogant, she repeatedly did not listen to me and insinuated that I was a liar. Most of the time she spent outside of the room. She was unable to cannulate despite three attempts (I have very good veins for cannulation) And when iv access was gained she did not take blood from the cannula despite covering the entire floor with blood. Further blood had to be drawn from my arm because she forgot to do it when cannulating. She repeatedly told me that I was not pushing on purpose and that I was ‘squeezing the baby in’ despite me telling her I was not yet ready to push. Upon examination, I was 9 cm so I was correct in knowing my body enough to know that I was not yet ready. I was taken up to the ward without my baby having any ankle or wrist bands and no security alarm. I had to ask 4 times for bands to be put on my baby. The syntocinon drip that I needed due to x2 previous haemorrhages did not go through as the cannula was not put in correctly. This was then disconnected having not received the drugs I needed. A nipe exam was performed on the ward without the midwife removing my babies clothes. A midwife and support worker discussed my midwife negatively amongst themselves in front of me which I found to be completely unprofessional. I have worked as a midwife in the NHS for 8 years specifically on labour ward and delivery suite and I was utterly shocked at how there was such a lack of compassion, interest and care from every midwife I encountered. I simply do not understand why people who are unable to be compassionate are working with women at one of the most vulnerable points in their life. Having a supportive and caring midwife makes all the difference in your birth story and unfortunately the entire experience has left me traumatised. If anyone is considering heartlands delivery suite I would urge you to reconsider.
Visited Maternity services on August 2023
Review titled Heartlands Hospital
Replied on 22 August 2023
Dear patient Thank you for taking the time to provide feedback about Heartlands Hospital Birmingham. We are really sorry to hear that your experience giving birth there was such a difficult one. Given the numerous and type of concerns you've raised we spoke to senior staff covering midwifery and they are keen to speak to you to find out more detail about what happened and how a repeat can be avoided. If you'd like to do this please email patientexperience@uhb.nhs.uk with your details and we will pass them on to set up a discussion. Best wishes James Cunningham Patient Experience Facilitator at UHB
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Review titled Chaos, badly run unit.
Rated 1 star out of 5
by Anonymous - Posted on 29 August 2023
Still sitting in A and E - clocking up nine hours now, after husband being told by GP to urgently attend due to chest pains and a history of heart problems. Staff are now taking a roll call of patients still here! My husband was due tablets at 5 O'clock for his heart but as at 9.30 and after asking several times, he is still waiting. There has been no communication with him, first he was going to be admitted for observation then they were not sure, it was down to the cardiologist but that was two hours ago and we have no clue as to what is happening. This department is badly run, there is no communication between staff and,patients or indeed between staff members.
Visited Accident and emergency services on August 2023
Review titled Heartlands Hospital
Replied on 13 September 2023
Dear relative Thank you for taking the time to provide feedback about the Queen Elizabeth Hospital Birmingham – apologies for the delayed response. We are really sorry to hear that you and your husband's experience with our Emergency Department was not a positive one, in particular the issues with the delays you experienced and your inability to get a migraine tablet during your time here. We are keen to listen to your concerns in more detail to understand more about what has happened and to try to resolve any outstanding issues. If you are happy to do this please make contact with the Patient Advice and Liaison Service (PALS) to provide your details. PALS are here to help and can be contacted by phone 0121 424 0808, by email PALS@uhb.nhs.uk or by contact form at https://www.uhb.nhs.uk/forms/contact-complaint-concern We would also be interested in gathering a more detailed account of what happened that we can potentially turn into a patient story as part of staff education and training. If that is something that you/your husband might be interested in please contact us at patientexperience@uhb.nhs.uk. Best wishes James Cunningham Patient Experience Facilitator at UHB
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Review titled Great patient care
Rated 5 stars out of 5
by Mrs Bennett - Posted on 20 July 2023
I was admitted as an emergency treated with great care and compassion. Treatment was excellent. I was transferred to a cardiac ward, where I received excellent treatment, care and compassion again, for nine days until I was fit enough to go home. Aftercare was arranged. Thank you all so much for saving my life and getting me back to health.
Visited Cardiology on July 2023
Review titled Heartlands Hospital
Replied on 20 July 2023
Dear Mrs Bennett Thank you so much for taking the time to provide feedback about Heartlands Hospital Birmingham. We are delighted to hear about the excellent treatment and care you received on the cardiac ward. 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 Stress inducing.
Rated 1 star out of 5
by Ray Whittaker - Posted on 24 October 2023
Heart scan carried out on 29 July. No results as of 22/10. Tried to contact five times by phone. First time put through to wrong dept. Four times phone rang and cut off. Still had no results. Frustrating.
Visited Cardiology on July 2023
Review titled Heartlands Hospital
Replied on 03 November 2023
Dear Ray Thank you for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the delayed response. We are really sorry to hear that you have had so many difficulties getting your heart scan results. If you still have not heard back please contact us at patientexperience@uhb.nhs.uk amd we will try and assist. Best wishes James Cunningham Patient Experience Facilitator at UHB
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Review titled Not fit for purpose - A&E with no emphasis on Emergency
Rated 1 star out of 5
by Steve200 - Posted on 10 July 2023
This place needs to be seriously reviewed. Long waits due to staff incompetence. The left hand doesn't know what the right hand is doing. Lots of staff walking around doing nothing. No updates given on what is happening just a standard response saying someone will be with you within 2 hours. After 2 hours told to wait another 2 hours. A 9 hour visit of which 6 hours were spent waiting for blood results that were fine! I am sure they do this so most people leave without seeing anyone. Regular role calls to see who is still waiting rather than actually calling anyone to see a doctor. Looking for excuses to cross people off lists. Nurses calling out names multiple times duplicating assessments as they do not update the computer systems to say they have been seen. More examples of wasted recourses. Staff have no compassion. They want you to wait long hours but have no idea of what is happening and how long things will take. I hope no one has to use this A&E if they have an emergency!
Visited Accident and emergency services on July 2023
Review titled Heartlands Hospital
Replied on 11 July 2023
Dear Steve Thank you for taking the time to provide feedback about Heartlands Hospital Birmingham. We are really sorry to hear that your experience with our Emergency Department was not a positive one aand that information about what was going on and how long you had to wait was not more forthcoming. We are keen to listen to your concerns in more detail to understand more about what has happened and to try to resolve any outstanding issues. If you are happy to do this please make contact with the Patient Advice and Liaison Service (PALS) to provide your details. PALS are here to help and can be contacted by phone 0121 424 0808, by email PALS@uhb.nhs.uk or by contact form at https://www.uhb.nhs.uk/forms/contact-complaint-concern Best wishes James Cunningham Patient Experience Facilitator at UHB
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Review titled Not good patient contact
Rated 3 stars out of 5
by George Perkins - Posted on 07 July 2023
I am due for hernia repair cannot get in touch with general surgery department to confirm referral is being dealt with and/or when because I am in constant discomfort Poor patient services
Visited General Surgery on July 2023
Review titled Heartlands Hospital
Replied on 10 July 2023
Dear George Thank you for taking the time to provide feedback about Heartlands Hospital Birmingham. We are really sorry to hear that you've been struggling to contact the general surgery department to confirm your referral. We spoke to the department this afternoon and they suggested two options: 1) Ring 0121 424 7371, this is the Waiting List team leader for General Surgery, they will be able to advise where you are on the waiting list. If you have any specific queries they will redirect this to the operational teams for advice. 2) Contact patientexperience@uhb.nhs.uk with your hospital number and they can do a proper check of what the current situation is. Best wishes James Cunningham Patient Experience Facilitator at UHB
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Review titled Painful Hysteroscopy as no pain relief!
by Splooshy68 - Posted on 14 July 2023
After having a Trans-vaginal scope at Good Hope Hospital (where it was absolutely pain free and the sonographer absolutely excellent in their caring manner and communication during the procedure), I was referred for a hysteroscopy and advised to take paracetamols an hour before procedure. The appointment was at Heartlands. I have never given birth vaginally as have never dilated during labour, resulting in 3 sections. The pain was horrendous! Trying to force a metal pole into my cervix with no pain relief. Eventually given numbing, which only slightly eased pain. Had a polyp removed (bearable) but then the worst part - the suction! OMG, the pain! Yelling and climbing up the gynae chair! Intravenous sedation and pain relief should be mandatory for this procedure, in my opinion! Especially where there has been no vaginal birth. Nurses were lovely, but I found the Dr uncommunicative and detached. They initially rammed the probe into me with no warning and the lovely nurse had to relay what the doctor was doing to me the whole time as they relayed nothing except for when they spotted a small polyp and said they would remove there and then. Nurse also reassured to say stop if too much, but you just carry on to get it over with. I don't believe there is any need for this atrocious pain in this day and age. I will never consent to gynae procedures without pain relief again.
Visited July 2023
Provided by Care opinion
Heartlands Hospital has not yet replied.
Information supplied by University Hospitals Birmingham NHS Foundation Trust