Heartlands Hospital - Ratings and reviews
Reviews
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Review titled Overwhelmed
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2024
Referred to A&E by 101. Plus never needed the NHS for the last 14years. I arrived before noon. No parking spaces available. So decided although in pain I would sit in comfort at home. Went back up at 20.00hrs car park half full walked into A&E I couldn’t believe my eyes how busy it was no seats available and people standing around. Probably half the people in there were probably ok and most just sitting with relatives. I knew I had a very long wait and couldn’t sit there for hours in the pain. I walked out and went back home. I have never seen A&E in this way ever. What is the country coming to god help help anyone who is genuinely not well
Visited Accident and emergency services on January 2024
Review titled Heartlands Hospital
Replied on 29 January 2024
Dear Patient Thank you for taking the time to provide feedback about Heartlands Hospital Birmingham. We are really sorry to hear that you are unhappy with your experience with the Emergency Department. We are keen to listen to your concerns in more detail and to try to help if there are any outstanding issues or issues that 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 UHB
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Review titled A & E need help
Rated 2 stars out of 5
by Anonymous - Posted on 17 January 2024
Son told by GP to go to A & E due to infected swollen tonsils and they have ENT specialist Doctors. Waited seven and half hours to have his blood pressure taken twice and no doctor seen. We gave up at 10 o clock on night and went home due to having work at 5am. I understand that they were busy we sat there watching the department fill and empty and fill up again and people alot sicker than my Son. This department needs more help, the staff there worked incredible hard and are doing all they can and my complaint is not against them. I have never been to this hospital before we use our local Hospital Good Hope and have always recieved wonderful care. This department needs more help, to see people sooner, its broken. My Son who's not classed has emergency but did need to be seen kept being pushed back because the sicker people needed to be seen first which I totaly understand and agree with but when would he have been seen how much longer do we wait? The sickest people get seen first which is correct but how long do the less sick people after to wait if everyones classed sicker then them? Our GP cannot help him, A & E wait 7.5 hours still not seen a Doctor. This is a gap in care and needs to be addressed. We have no choice to return again A & Eand wait because this is the only way to get him help.
Visited Accident and emergency services on January 2024
Review titled Heartlands Hospital
Replied on 29 January 2024
Dear Patient Thank you for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the slightly delayed response. We are really to sorry your experience with our Emergency Department was not a positive one, that your son had a long wait for treatment and it felt like the department was understaffed. We are keen to listen to your concerns in more detail to try to help if there are any outstanding issues and see if there is anything we can learn from for the future. 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 UHB
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Review titled If Using Allergy Service Seek 2nd Opinion
Rated 1 star out of 5
by Anonymous - Posted on 02 February 2024
Please don't be afraid to get a second opinion after using their allergy service. Very ignorant and stubborn in their views. Left there and went straight to an allergy specialist who couldn't believe the advice I was given by them. So if you feel your being belittled or undermined by this department please go elsewhere there are some NHS staff with experience and knowledge in this area that can help.
Visited Allergy services in hospital on January 2024
Review titled Heartlands Hospital
Replied on 12 February 2024
Dear Patient Thank you for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the slightly delayed response. We are sorry to hear that you had issues with some of the staff you encountered and weren't happy with the advice they provided to you. We are keen to listen to your concerns in more detail and to try to help if there are 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. 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 UHB
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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