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 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
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Review titled Information request
Rated 2 stars out of 5
by Jill - Posted on 23 September 2023
I had attended the A&E on the evening of 19/09/2023. As soon as I’ve arrived at the department I was informed that a ECG was carried. I even had the ‘sticker’ all over my body. I was told I did not have any symptoms of a heart attack and they proceeded to move me to the waiting area. I was then proceeded to pre-assessment nurse who informed me (after looking at the computer systems) that an ECG was done and I need to wait for the Dr. Since my chest pain subside slightly and the pain moved down my body and the first nurse informed me that there were no sign of a heart attack I have discharged myself instead of waiting further long hours. Today (23/09/23) I have contacted the A&E for a record of the result of the ECG to be send to the GP as they have not received a copy, I was told as I did not see a DR, there were no records recorded. I was surprised and shocked to hear this therefore can a data controller at Heartland Hospital review officer please contact me what data information you have of me at Heartland Hospital following my contact with this hospital on the night of 19/09/2023 Thank you and look forward to your reply very soon.
Visited Accident and emergency services on September 2023
Review titled Heartlands Hospital
Replied on 25 September 2023
Dear Jill Thank you for providing feedback on your recent visit to Birmingham Heartlands Hospital. As your request is an urgent one can you email pals@uhb.nhs.uk with your details and they will try and assist ASAP. Best wishes James Cunningham Patient Experience Facilitator at UHB
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Review titled The staff were very helpful and efficient.
by Hp23 - Posted on 19 September 2023
This was a great service on a Saturday afternoon. The appointment was on time. The staff were very helpful and efficient. The procedure was really quick and clearly explained with lots of reassurance. I would highly recommend this outpatients service.
Visited September 2023
Provided by Care opinion
Review titled Heartlands Hospital
Replied on 03 October 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 during your weekend procedure and hope you are recovering well. 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
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Review titled We are at our wits end
by Vmj - Posted on 09 October 2023
Phoned PALS University Hospitals Birmingham. Just rings out no answer phone. Left emails. Emailed patient relations who chased them up but still no response. Apparently PALS said they would ring yesterday but didn’t. We need to know who is responsible for husbands care. He was phoned and told to go for urgent CT scan - next day (this was after an X-ray chest 6 days earlier. We have no names, nothing. We are at our wits end. When they rang about an urgent CT scan the Doctor mentioned oncology/Multi Disciplinary Team meeting. Husband was admitted into Heartlands told chest infection and then CT in treatment centre heartlands . Rang hospital but no one can help apparently
Visited September 2023
Provided by Care opinion
Review titled Heartlands Hospital
Replied on 10 October 2023
Dear relative Thank you for taking the time to provide feedback about University Hospital Birmingham. We are really sorry to hear that you are experiencing ongoing issues contacting PALS and confirming who is responsible for your husband's care. Please drop us a line at patientexperience@uhb.nhs.uk and we will try and assist. Best wishes James Cunningham Patient Experience Facilitator at UHB
Provided by Care opinion
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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
Information supplied by University Hospitals Birmingham NHS Foundation Trust