Heartlands Hospital - Ratings and reviews
Reviews
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Review titled The Best Staff
Rated 5 stars out of 5
by Mr and Mrs lungley - Posted on 13 April 2024
Had surgery booked on ward 11. From the moment we arrived, every single member of staff on that ward were fantastic. I honestly can’t praise them enough. All of them were helpful, kind, funny and made you feel very welcome. Facilities (beds, decor and pilllows etc) could really do with an upgrade but that didn’t matter when you have staff like that. Keep being you and keep making patients smile staff on ward 11 on the 12/04/2024. This is a shout out to the cleaners, carers, nurses, consultants and surgeons. You are a credit to a tired old heartlands hospital.
Visited General Surgery on April 2024
Review titled Heartlands Hospital
Replied on 15 April 2024
Dear Mr and Mrs Lungley Thank you so much for taking the time to provide feedback about the Heartlands Hospital Birmingham. We are delighted to hear about the excellent care you received on Ward 11 and that all of the staff were helpful, kind and welcoming. 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. If not (and that's absolutely fine) and you would like to provide any more information or 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 Officer at University Hospitals Birmingham
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Review titled Appalling service - rude inept reception staff
Rated 1 star out of 5
by Anonymous - Posted on 01 April 2024
What a dire service - am leaving this review as we hit the 4 hour wait mark for urgent care triage. Sent to heartlands A&E by 111 but they rejected us and sent us to urgent care where the rude unhelpful receptionist told us we could wait if we wanted but it would be 4 hours. She was so miserable and harsh in her delivery. We’ve been sitting here whilst people arriving after us go in before us - children we understand but families of adults going in ??! We were told our 111 walk in ‘appointment’ was not an appointment but did others have appointments?? Why are they all seeming to be seen before us?? The reception have rang to see if we are still in the waiting room because others have left? This service is not fit for purpose - the numbers of ‘patients’ overwhelming and the reception staff unhelpful, rude and curt - with us. Please retrain your staff and explain that it is their job to help and assist worried and ill patients. We’ve had the embarrassing situation of explaining personal details to a door nurse and then male receptionist at A&E to be then met by unhelpfulness and unpleasantness by receptionist in urgent care is just unacceptable. Transparency and fairness are key and today has been diabolical. It would have been quicker to go to Warwick. Still waiting for triage and goodness knows how much longer it will be plus the wait for the subsequent post triage service! Heartlands your urgent care is a joke!
Visited Accident and emergency services on April 2024
Review titled Heartlands Hospital
Replied on 03 April 2024
Dear Patient/Relative Thank you for taking the time to provide feedback about Heartlands Hospital – apologies for the delayed response. We are really sorry to hear that you are unhappy with the service you received in our Emergency Department, the length of time you had to wait and that the attitude of many of the staff you were dealt with was not acceptable. We are keen to listen to your concerns in more detail and to try to help if there are any outstanding issues or things we can learn from. If you are happy to do this please make contact with the Patient Advice and Liaison Service (PALS) to provide your details. 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 Best wishes James Cunningham Patient Experience Officer at University Hospitals Birmingham
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Review titled Rude staff
Rated 2 stars out of 5
by Sophie - Posted on 22 April 2024
I rang up to enquire about a missed call I received from 0121 424 3333. The woman I spoke to was very rude, spoke to me in a rude manner because I rang the main number ending in 2000. Made me feel stupid then just hung up on me. Call was 12:52
Visited Don't know on April 2024
Heartlands Hospital has not yet replied.
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Review titled Care
Rated 5 stars out of 5
by Marianne Hicklin - Posted on 24 April 2024
My husband was admitted to A and E nearly three weeks ago and is still in Ward12. He has had great care and kindness shown to him by all the staff. The doctors have done their best to get him back on his feet and he has had encouragement from the nursing and ancillary staff. My one big complaint is the parking it has added immense pressure to an already stressful situation and everyone I speak to feels the same. I have to get to the hospital by 10am to have any chance of parking and then there is an hour before I can go into the ward. Whoever I speak to on the corridors, in the wards or the staff greeting visitors are kind and courteous. Unfortunately you have a bad reputation and I have to say that it is completely undeserved.
Visited Gastrointestinal and Liver services on April 2024
Heartlands Hospital has not yet replied.
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Review titled Over crowded dirty A & E
Rated 1 star out of 5
by Andrew Hodkinson - Posted on 21 April 2024
After being referred by my GP for an urgent Xray regarding loss of feeling in my leg and foot I struggled up the stairs to the A &E with my letter from the GP. 6 hrs later I was in eventually had it done but was left in agony after all that time. I wasn’t examined but referred to fracture clinic? At my appointment over a week later they said why are you here?!You should be in Neurology. Still no diagnosis, still no appointment. This system is completely broken leaving patients suffering.
Visited Accident and emergency services on April 2024
Heartlands Hospital has not yet replied.
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Review titled Brilliant
Rated 5 stars out of 5
by Kate Tipton - Posted on 05 March 2024
I had a review of my recent hospital stay in Heartlands today at Solihull hospital. The car park was not adequate and l had a fair walk but benches to sit on helped. Meeters and Greeters were lovely and took me straight to the nurses. I was tested for a few things then l only had to wait 5-10 minutes to see the consultant who was lovely and remembered me from being in hospital a few weeks before! Very thorough and listened to me. Thank you all
Visited Diabetic Medicine on March 2024
Review titled Heartlands Hospital
Replied on 03 April 2024
Dear Kate Thank you so much for taking the time to provide feedback about Heartlands/Solihull Hospitals - apologies again for the delayed response. Whilst we are sorry to hear that there were issues with the car parking and you had a long walk we are pleased to hear that you were well looked after by the greeters and was seen by the consultant quickly and they were very thorough. If you would like to provide any more information or further feedback (in particular more detail about the car parking issues) about your experience please visit the hospital webpage https://www.uhb.nhs.uk/get-in-touch/feedback/ Best Wishes James Cunningham Patient Experience Officer at University Hospitals Birmingham
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Review titled Unacceptable behaviour
Rated 1 star out of 5
by Robert - Posted on 27 March 2024
Went to Hartlands hospital on Monday with my son as he has fluid in his lungs, He also has a severe blood infection and struggling to breathe, 111 said go straight to hospital and advised Hartlands hospital so we went straight there worried sick, We were left waiting for hours worried sick and found out my son was extremely unwell and would need a bed and antibiotics by drip, We waited and waited and after some hours the drip was put in and we had to sit on a chair while waiting for a bed, It's now Wednesday and still no bed and now there's talk of discharge?? So we have had the entire 4 stage drip course of antibiotics sitting around delirious due to lack of sleep, My son has epilepsy and seizures are triggered when he's tired but every time I mentioned anything I was spoken to like rubbish by multiple different members of staff and even the tea lady jumped in for a go at one point and got told to leave the area, All because as a mom I tried to safeguard my child I was made to feel like a trouble maker and that's disgusting, These members of staff choose to work at a hospital knowing they course unnecessary distress to people going through new scary and sad situations which lead me ro this review, Change needs to happen fast at Hartlands you cannot expect paying citizens to stay in A&E for over 28 hours being spoken to like criminals, I've used the work criminals for a very good reason as in prison they get 3 meals a day but at Hartlands you get 0 meals just tea and 1 sandwich? Treated worse than criminals in prison at a time of hardship spoken to like rubbish, neglected with information leading to severe anxiety and left in hallways to receive treatment while feeling more tired than ever experienced in my life putting my son at extremely high risk of a seizure surrounded by hard plastic seating he could hit his head on if he did fall and seizure and a solid cold floor while suffering from severe illness, Honestly if I worked there I'd be ashamed of the disgusting service and total disregard to public safety.
Visited Accident and emergency services on March 2024
Review titled Heartlands Hospital
Replied on 03 April 2024
Dear Relative Thank you for taking the time to provide feedback about Heartlands Hospital – apologies for the slightly delayed response. We are really sorry to hear that you encountered so many serious issues in the treatment of your son in the Emergency Department and that you were there for so long with him. Following your feedback there will be discussions between senior nurses and the vulnerabilities team to take steps to ensure that this won't be repeated. We fully appreciate that this won't help you directly and are keen to listen to your concerns in more detail and to try to help if there are any outstanding issues or other things we can learn from. If you are happy to do this please make contact with the Patient Advice and Liaison Service (PALS) to provide your details. 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 Best wishes James Cunningham Patient Experience Officer at University Hospitals Birmingham
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Review titled Still waiting for bed
Rated 3 stars out of 5
by Anonymous - Posted on 16 March 2024
My brother was taken in on Thursday 14th at 14.30pm he was told at 8pm he would need to be admitted just waiting on bed. I sat with him until 07.30am on Friday 15th March, he was still waiting for a bed. I kept trying all Saturday morning to find out what was happening, only to be told at 11 am Saturday morning he was still waiting for bed. No one is now answering the phone I understand A&E are busy but surely someone on reception can answer the phone, my brother has now been sitting in A&E for nearly two days in pain waiting for a bed
Visited Accident and emergency services on March 2024
Review titled Heartlands Hospital
Replied on 27 March 2024
Dear Relative Thank you for taking the time to provide feedback about Solihull Hospital – apologies for the delayed response but we've had some difficulties accessing the feedback to post responses to it. We are really sorry to hear that your brother had such a difficult experience in the Emergency Department, he had to wait so long before getting an inpatient bed and there were issues with getting hold of the department when you needed an update. If you haven't already we would suggest you or your brother contact our Patient Advice and Liaison Service (PALS) to provide further details. 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. PALS can advise on next steps and gather more information to help avoid a repeat of what happened. Best wishes James Cunningham Patient Experience Officer at University Hospitals Birmingham
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Review titled Surprised
Rated 3 stars out of 5
by Chris - Posted on 29 March 2024
Happy with A&E, clinic 9 and X-ray. My dealings with Heartlands is usually mediocre but today was very good staff in all 3 departments and was in and out in two and half hours.
Visited Accident and emergency services on March 2024
Review titled Heartlands Hospital
Replied on 03 April 2024
Dear Chris Thank you so much for taking the time to provide feedback about Heartlands Hospital - apologies for the delayed response. We are pleased to hear that you're happy with care and treatment provided by the Emergency Department, Clinic 9 and X-ray and that were seen and treated within 2 hours. If you would like to provide any more information or 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 Officer at University Hospitals Birmingham
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Review titled Excellent, caring support
Rated 4 stars out of 5
by Andrew Wainwright - Posted on 01 April 2024
I would like to thank all of the staff on Ward 21, who were led by a superb senior nurse. As well as supporting my wife who wasn’t the easiest patient at times she gave me a lot of hope and encouragement as I was very down at times. All of the staff did their very best for my wife and I will always be grateful for their efforts. I would also like to thank the mental health nurses for their dedication and also their support for me and my family. Heartfelt thanks. Also the Pastors were wonderful and it gave us comfort when we were very low. Thank you so much Ward 21.
Visited Geriatric Medicine on March 2024
Review titled Heartlands Hospital
Replied on 03 April 2024
Dear Andrew Thank you so much for taking the time to provide feedback about Heartlands Hospital. We are delighted to hear about the excellent care your wife received on Ward 21 and that staff (in particular the mental health nurses and chaplaincy staff) did their best for your wife in challenging circumstances. If you would like to provide any more information or 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 Officer at University Hospitals Birmingham