Heartlands Hospital
Bordesley Green East, Bordesley Green, Birmingham, West Midlands, B9 5SSContact details and Patient Advice and Liaison Service (PALS)
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Review titled Bad communication and general care
Rated 2 stars out of 5
by Anonymous - Posted on 05 April 2023
I accompanied my 97 year old blind and confused mother with a fall injury she had a 6.00am at her care home. We sat in an ambulance into 2.30 and were then in a room in a and e run by ambulance staff. 4 for 8 beds. Basic care water food and toileting for patients lacking. If patients were only there for a couple of hours or where able bodied probably fine but most patients are incapacitated and some like my mother have communication difficulties. This is not a staff problem they did there job hourly checks and sending off for tests but the system is overloaded and there is no one a volunteer or a care assistant looking after general needs. The test take all day the elderly like my mother more and more aggitated. When we were moved because a doctor early evening said she wanted another test the ward sister was overworked and struggling to cope with the influx of seriously ill patients. She could not possibly have provided the care my mother required. Please stop treating the elderly this way. They and their families deserve better. We did not have the test in the end the doctor finally accepting at 97 further distress was not good. I took my mom back to her care home at 11.30 pm and then got told off for not getting a discharge form and for failing to bring the respect form back (I did not know it was on a bag with clothes and doubt the hospital did either) Communication by the hospital and care home would be helpful. Clear instructions about what is next and what others need would be really helpful. I dread to think what would have happened to my mother if I had not been there. I have power of attorney if I’d left as they wanted and she was non her own who would make decisions. She certainly can’t. I am now going to register my power of attorney with the hospital if I can. System in crisis not staff management and procedures
Visited Accident and emergency services on April 2023
Review titled Heartlands Hospital
Replied on 14 April 2023
I am sorry to have read your comments regarding your patient experience whilst accompanying your mother in A&E at Heartlands Hospital, and apologies for the lack of communication and general care that you felt your mother did not receive. The service is under a great deal of pressure and staff do work hard to try and see patients as soon as they can and to ensure a positive patient experience. If you feel you have any concerns regarding the treatment and care of your mother please do not hesitate in contacting a member of the Patient Relations Team on 0121 424 0808 (lines open 9am - 3.30pm, Monday to Friday) or you can email your concerns to pals@uhb.nhs.uk. I do hope this is acceptable and thank you for providing your comments, patient experience is very important to us. Kindest regards, Patient Experience Team
Information supplied by University Hospitals Birmingham NHS Foundation Trust