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 Poor service after waiting all day to be seen.
Rated 3 stars out of 5
by Anonymous - Posted on 16 February 2023
Having arrived at the A&E unit to seek further advice about my condition which had worsened due to having a cold, I was greeted by a nurse who asked me to sign in at reception and take a seat. It was obvious straight away that my details on their systems was outdated when asked to confirm my details. I thought all the NHS systems were all now linked? After waiting a few hours I was called by a nurse who took my blood pressure and heart rate, which took a few minutes.. oh, and a last minute covid swab... no information was given to me... so I returned to the waiting area...another hour or so had passed and everyone in the waiting area was offered refreshments, which was a nice.I was eventually called into the consultation room, again not much was said after I gave my symptoms.... ...fast forward to 17:00, I am eventually called into the plaster cast room, by some Dr who had read my notes and spent 10 minutes explaining that I just need to take some nurofen to ease my symptoms......what a waste of a day....if only there was a proper online or phone service provided to gain answers to questions.... On a final note, having spent the whole day waiting in the reception area, I can honestly say the waiting area seemed to me to be very dull and depressing. Even when the area and toilets were cleaned, the area was still smelly. To be honest after spending the day there, I wont be rushing to return there any time soon, if at all
Visited Accident and emergency services on February 2023
Review titled Heartlands Hospital
Replied on 09 March 2023
We are sorry to hear of the difficulties you were facing and the lengthy waiting times. The Accident and Emergency department will prioritize patients with life threatening conditions first, I would suggest that if you do not fall into this category then calling the NHS 111, your GP surgery or visiting your local walk-in centre would have been a quicker option. If you have any concerns regarding your treatment and care and would like to discuss them, then please contact the Patient Relations Team on 0121 424 0808 or by email: pals@uhb.nhs.uk Kind regards, Patient Experience Team
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Review titled Great team and level of care
Rated 5 stars out of 5
by Laura - Posted on 01 March 2023
The level of care, compassion and how informed we were was outstanding. Not only did this wonderful team look after our baby but they looked after me and my partner aswell. The team members that looked after our baby were outstanding on both units he was in. I wish I could mention those team members, as if it wasn't for there: knowledge, care and persistence our baby may have not progressed as he did, we are forever grateful to them. They supported and involved us in his care, showed great compassion to me and my partner when things got overwhelming, and even though you could sense they were under pressure they always were there if you needed them for any help. The building looks run down and in need of some tlc however the team members in this maternity building are amazing.
Visited Neonatal Care on February 2023
Review titled Heartlands Hospital
Replied on 09 March 2023
Thank you for taking the time to leave feedback about your patient experience and care at Heartlands Hospital, Maternity Unit. We really appreciate hearing positive comments regarding the services we provide. Your kind words will be shared with the staff and the senior management, as they will be extremely pleased to hear they have made such a positive impact on your patient experience. Kind regards, Patient Experience Team
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Review titled Phenomenal Staff
Rated 5 stars out of 5
by Nicole B - Posted on 28 February 2023
I visiting the A&E department of heartlands hospital today. I was seen immediately and very quickly processed through urgent care. The waiting time was much less than expected and I was given an appointment so I knew how long I could expect to wait. Once called, the doctor that dealt with me was a wonderful women, she could see I was scared and was very comforting with her words. She was very knowledgable and caring. My overall experience was great.
Visited Accident and emergency services on February 2023
Review titled Heartlands Hospital
Replied on 09 March 2023
Thank you so much for taking the time to provide feedback about Heartlands Hospital Birmingham. We are delighted to hear about the excellent service you received from our colleagues in the Emergency Department and that you were treated so well and with so much care. 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/ Kindest regards, Patient Experience Team
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Review titled Information from Consultants about A&E visit
Rated 1 star out of 5
by Sue - Posted on 28 March 2023
I have sadly had two experiences at A&E over the past year. Both times I was told my “unwellness” was in fact “likely side effects from medications”. I take two high risk medications and two essential (for diabetes). Each time the Consultant in question told me to stop all my medications. However when I attend gp Surgery some weeks later to plan for this surprise surprise the Consultants have somehow missed off the verbal instructions to me to quit my medications and my gp doesn’t help because either he doesn’t agree, doesn’t believe me and because the Consultants have not told him to carry this out! Please would consultants handing out dubious advice have the courage of their convictions and write it up on medical records and on letters to gp to action!
Visited Accident and emergency services on February 2023
Review titled Heartlands Hospital
Replied on 12 April 2023
Thank you for taking the time to post your comments regarding the service at Heartlands Hospital A&E department. We are sorry to hear about the poor communication between the hospital and your GP surgery regarding your treatment and diagnosis. If you are happy to get in contact with the PALS team on 0121 424 0808, by email PALS@uhb.nhs.uk or by contact form at https://www.uhb.nhs.uk/forms/contact-complaint-concern the team will be able to advise you about how to handle the concern you have raised. Kindest regards, Patient Experience Team
Provided by Care opinion
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Review titled Amazing service... Classical NHS care
Rated 5 stars out of 5
by Tee Emm - Posted on 17 February 2023
My wife has problem with her knees. We came in to see a consultant in the new Treatment Centre. Put simply, He was amazing. Reminded me of the NHS of my childhood. Very caring, helpful, good personalised service. Felt like we were treated like human beings as opposed to what normally happens these days. The consultant is an amazing chap, who loves the work he does. Let's hope that we have others who follow his lead. After the appt, I actually felt obliged to thank him for the way that he treated my wife and explained things to us. Thanks to the consultant and Heartlands Treatment Centre. Please keep the high standards and never allow them to slip.
Visited Orthopaedics on February 2023
Review titled Heartlands Hospital
Replied on 09 March 2023
Thank you so much for taking the time to provide feedback about Heartlands Hospital, Orthopaedics Outpatients Department. We are delighted to hear about the excellent service you received from our dedicated 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 www.uhb.nhs.uk/yourviews Best wishes, Patient Experience Team
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Review titled First class care
Rated 5 stars out of 5
by Louise Wightman - Posted on 21 January 2023
I attended A and E by ambulance with my elderly mother who had had a fall. We only had to wait 25 minutes for the ambulance to arrive and once in Heartlands Hospital received first class care . All the staff had an excellent bedside manner and were very caring and compassionate. Thorough tests were carried out and we were updated as to any results very quickly. We had to stay overnight due to the time of her arrival as was then waiting for an MRI , we asked in the morning if I could take mum home as she hadn’t managed to sleep and sort out an outpatient appointment for her MRI as no injuries had been found after the full body CT scan. This was sorted out immediately and very efficiently including another visit from a doctor before we left . I was also offered tea and coffee and biscuits which was much appreciated.
Visited Accident and emergency services on January 2023
Review titled Heartlands Hospital
Replied on 07 February 2023
Dear Louise Thank you so much for taking the time to provide feedback about Heartland Hospital. We are delighted to hear about the excellent service your mother received from our A+E department; that your mother was well looked after and that you were not kept waiting too long at each stage of your mothers assessment. 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 www.uhb.nhs.uk/yourviews. Kindest regards, Patient Experience Team
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Review titled Signage
Rated 1 star out of 5
by Anonymous - Posted on 26 January 2023
This hospital is utter chaos when it comes to finding locations. There is various signage but large proportions thereof are out of date and therefore positively misleading, sending people to completely incorrect areas of the site. In other areas there is no, or inadequate, signage. Our visit was extremely stressful. We arrived 40 minutes before the appointment but had only 4 minutes to spare by the time we found the correct location. The Trust needs to think about patient ease of use.
Visited Don't know on January 2023
Review titled Heartlands Hospital
Replied on 07 February 2023
Thank you for taking the time to provide feedback about the Heartlands Hospital Birmingham. We are really sorry to hear that your experience has not been a positive one and you haven't been able to get to your appointment stress free because of the signage and parking. Please do try contacting PALS as they are there to help with any outstanding concerns - they 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 the will be able to inform the departments of the issues you have raised, so that they can look into the issues you have raised. Best wishes, Patient Experience Team
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Review titled I damaged my knee
by Smck24 - Posted on 17 January 2023
I had an accident and damaged badly my knee and was admitted to heartlands hospital ward 11 for the operation . Can I just point out that starting from the team in the operation room to the staff of ward 11 and finishing with the physo therapy team , they were all amazing from the very beginning to the end . They are professional , friendly and very well skilled in their job . But most of all they are a big asset to NHS. I cannot thank them enough for the love and professionalism they showed me through such a difficult time I was going through . Thank you all from my heart and keep up this amazing work you give to those that they come to your ward. You really make patients feel better and you really treat everyone as special. Thank you
Visited January 2023
Provided by Care opinion
Review titled Heartlands Hospital
Replied on 07 February 2023
Thank you so much for taking the time to provide feedback about Heartlands Hospital. We are delighted to hear about the excellent service you received from our wonderful colleagues on the A&E, Physiotherapy and ward 11 team ‘s and that you were treated with so much warmth, friendliness and care during your time here - and that you have felt special. 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/ and we would also really appreciate the chance to talk further with you about your experience(s) - if this is something you're interested in please contact Patient.Experience@uhb.nhs.uk Best Wishes, Patient Experience Team
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Review titled Super care and professionalism
Rated 4 stars out of 5
by Alan Wilkins - Posted on 05 February 2023
I attended the new Endoscopy department for a 9.30am procedure under sedation on Friday 27 January and in the recovery area I suffered what I believe is called a "waking seizure".Apparently I was "out of it" for about 20 seconds and woke to be surrounded by doctors and nurses.Fortunately,I recovered fully and was eventually discharged after blood tests at around 6.40 pm. All the time there I received first class care and attention from everyone but I have to particularly praise the Recovery Unit Auxiliary Nurse (who only works two days per week) for her excellent customer care and professionalism.Apart from regularly checking all patients,I was kept fully informed at all times and the tea and biscuits were very much appreciated! This nurse also stayed beyond her leaving time to make sure the results of my blood tests were received to allow my discharge in the evening. I was only in the unit for one day but I was extremely impressed and very grateful for my treatment.Many thanks. My wife ,who waited all day for me, also said how kind all reception staff were to her keeping her informed and being helpful.
Visited Diagnostic Endoscopy on January 2023
Review titled Heartlands Hospital
Replied on 07 February 2023
Thank you so much for taking the time to provide feedback about Heartlands Hospital. We are delighted to hear about the excellent service you received from our colleagues in the Endoscopy Department and that they were so reassuring, professional and put you at your ease. 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, Patient Experience Team
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Review titled Overwhelmed With Care On Ward 19
Rated 5 stars out of 5
by Patrick Flanagan - Posted on 17 January 2023
I have just experienced five nights of unbelievable care and attention from all the team on Ward 19. The medical staff were so caring and efficient and the supporting staff were amazing. It really was a total complete unit and I knew I was in a very safe environment. Also a mention to the staff in the kitchens who produced such appetising meals I am absolutely in awe of the work you all do and thank you so much care and attention you lavished on myself. I have come out so much better than I went in. Thank you. Patrick
Visited General Medicine on January 2023
Review titled Heartlands Hospital
Replied on 07 February 2023
Thank you so much for taking the time to provide feedback about Heartlands Hospital. We are delighted to hear about the excellent service you received on ward 19. Feedback like this is greatly valued as staff love to hear they have made such a positive difference. 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, Patient Experience Team
Information supplied by University Hospitals Birmingham NHS Foundation Trust