Heartlands Hospital
Bordesley Green East, Bordesley Green, Birmingham, West Midlands, B9 5SSContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Great care
Rated 3 stars out of 5
by Jill Ginns - Posted on 07 November 2022
I must start by thanking a&e and ward 19 for their care of my husband last week. Once they diagnosed the problem he was dealt with quickly by a lovely doctor in a&e and a delightful nursing sister. We arrived at a&e at 6.00pm and registered his arrival. My husband was extremely unwell but was asked to sit and wait to be seen. I fully appreciate how busy a&e was that night and know how difficult it must be for the staff who are all tired and have far too much to do. I did try at least three times to speak to someone to explain how low my husband’s blood pressure was and I could have told them his other symptoms but no one asked or seemed to be listening. Eventually he was seen after 3 hours and he had sepsis. My concern is that there didn’t seem to be a triage system where people were asked about their symptoms. We were asked if we had a doctors letter, we didn’t have time for that, he was deteriorating so quickly the gp just told us to get to hospital as quickly as we could. It was only my frustration, for which I apologise, that lead me to remonstrate with someone a little more forcefully, but politely, that we finally got seen. Then everything was fast tracked. I noticed around the hospital and on the ambulance messages saying to be sepsis aware. Had we been able to explain my husband’s symptoms I think someone would have assessed the problem much earlier. I know the a&e waiting room is small but could a better triage system allow real emergencies to be fast tracked more easily. All was well in the end but it was frightening and as I say I cannot thank the staff enough for treating my husband who is well on the road to recovery.
Visited Accident and emergency services on November 2022
Review titled Heartlands Hospital
Replied on 29 November 2022
Thank you for taking time to leave feedback about your care at Heartlands Hospital whilst in the A&E Department. We are pleased your experience has been good and sorry to hear of the difficulties you were facing regarding be seen again. Your feedback has been sent to the senior manager of the department so that they are aware of your experience and your concerns regarding the triage system. If you have any concerns regarding your appointment, treatment and care and would like to discuss them, then please contact the Patient Services Team on 0121 424 0808 or by email: pals@uhb.nhs.uk who will be able to help and support you with the concerns you have raised. Once again, thank you for your feedback . Kindest regards, Patient Experience Team
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Review titled Brilliant staff
Rated 5 stars out of 5
by Anonymous - Posted on 20 November 2022
After another trip to A&E paediatrics. The staff was fantastic at treating my son during a asthma attack. Very kind to myself and can’t thank them enough once again for looking after my son. My daughter also suffers with asthma and the always give us so much care despite how busy it can be. They are brilliant
Visited Accident and emergency services on November 2022
Review titled Heartlands Hospital
Replied on 29 November 2022
We are delighted to hear about the pleasant and caring treatment you received; particularly the attention showed and the way you felt reassured by staff which has helped to reassure you. Your kind words have been forwarded to the senior staff responsible for the department so they can share with their team members. Feedback like this is greatly valued as staff love to hear they have made such a positive difference. Kindest regards, Patient Experience Team
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Review titled My Gastroscopy and Colonoscopy test
by Tezyg77 - Posted on 01 December 2022
My test at Heartlands hospital was very good with nice nurses and doctor doing the test, very helpful and making me feel very relaxed 100% They were also very helpful as I struggle walking as to having MS.
Visited November 2022
Provided by Care opinion
Review titled Heartlands Hospital
Replied on 20 December 2022
Dear Patient 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 MS nurses, that they were so helpful and attended to your mobility needs. 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 Assistant Patient Experience Manager at University Hospitals Birmingham
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Review titled Firs Class Service and Attention.
Rated 5 stars out of 5
by Roy Gilbert - Posted on 18 November 2022
Attended for leg and hand injury. From reception to assessment nurse, treatment nurse and x ray, each and every one provided a high quality service and high level of patient attention. Such high quality professionalism in the face of huge demand is a tribute to the dedicated staff.
Visited Accident and emergency services on November 2022
Review titled Heartlands Hospital
Replied on 29 November 2022
Thank you for our five star rating and for taking the time to post your comments regarding your positive patient experience at Heartlands Hospital. It is lovely to receive such feedback from our patients. Kindest regards, Patient Experience Team
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Review titled One of the worst hospitals for signage I have ever visited
Rated 1 star out of 5
by Anonymous - Posted on 12 December 2022
One of the worst hospitals for signage I have ever visited In my whole entire life. Would it hurt to have a basic level of signage in the hospital? So people can actually know where they need to go? There is literally no signage throughout the hospital and whats worse is its not even a decent logical layout building. Its the most frustrating place to visit. Its not difficult is it to get some basic signs to say for example how to access the first floor via lift. I would happily come to your hospital and do the signs for you. It is shameful that you haven’t bothered to have any signs still when numerous people have fed this back. Its not accommodating for anyone let alone anyone who has difficulty remembering instructions on where to go. Try looking at Coventry hospital as an example of good signage.
Visited Respiratory Medicine on November 2022
Review titled Heartlands Hospital
Replied on 20 December 2022
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 that you feel our signage is inadequate. 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 Assistant Patient Experience Manager at UHB
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Review titled Helpful staff and quick service
Rated 4 stars out of 5
by Anonymous - Posted on 28 October 2022
Phoned Heartlands to ask about wait times (so I have a possible broken bone in my hand) was informed early morning is a good time to attend. Arrived at 07-10 checked in ,X ray taken and assessed and left hospital at 08-00 was really impresed thanks to all staff.
Visited Accident and emergency services on October 2022
Review titled Heartlands Hospital
Replied on 03 November 2022
Thank you for taking the time to post your comments regarding the service at Heartlands Hospital. It is lovely to receive such positive feedback from our patients, staff love to hear that they have helped to make your patient experience a positive one. Kind regards, Patient Experience Team
Provided by Care opinion
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Review titled Over worked
Rated 3 stars out of 5
by Anonymous - Posted on 27 October 2022
My mom and myself waited in an ambulance corridor for 8 hours mom's 82 then went inside mom had temps took BP took and blood test then was examined by doctor arranged an MRI Scan for next day stayed where she was for the night then moved to major c ward before eventually going on to ward 24 where she also had a pillow given for her head mom having a chest exray done today but she's still in pain and we are none the wiser as to what's causing it she's on pain killers would like to say when we were waiting in the ambulance for 8 hours fay and Gary the paramedics were brilliant looking after my mom and sandwiches and cups of tea shame they have to hang around for so long could be out helping others NHS Definately need more funding for facilities and pay rise for staff who work so hard but must feel unappreciated The Government need to Wake up and see what's happening get in the real World!!
Visited Accident and emergency services on October 2022
Review titled Heartlands Hospital
Replied on 27 October 2022
Thank you for taking the time to post your comments regarding your patient experience at Heartlands Hospital. We are sorry that you had such a long wait for our services. We are continuing to have a great deal of pressure on our resources which is having a major impact on our waiting times. Nevertheless, It is lovely to receive such positive feedback from our patients. Best wishes, Patient Experience Team
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Review titled You are all special and I will forever be grateful
by Hanqs88 - Posted on 29 November 2022
I was admitted to ITU due to being seriously unwell with hyperemisis and complications relating to my heart and kidneys. The whole team at ITU were amazing. The love and kindness the nurses showed to me and my family is something I will never forget. Thank you to the nurses who sat with me while I cried , held my hand when I was scared to sleep, made me laugh, checked up on me constantly to ensure I was comfortable, attempted to get the knots out of my hair and looked after my family. The physiotherapist who encouraged me to walk even though I wanted to give up (you got me moving) holding and reassuring me the whole way. The nurses and doctors in this department are above the rest. I felt human in this department and that I matter to them. This is especially important when you are without your family. For the 8 days I was there, the nurses became my family. The most beautiful people. You are all special and I will forever be grateful for all you have done to support my recovery. With love
Visited October 2022
Provided by Care opinion
Review titled Heartlands Hospital
Replied on 20 December 2022
Dear Patient 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 wonderful colleagues on ITU, in particular the nurses, doctors and physiotherapists, and the love and kindness they showed you. If you'd like to share your story in more detail please contact us patientexperience@uhb.nhs.uk and we can make the arrangements. And 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 Assistant Patient Experience Manager at University Hospitals Birmingham
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Review titled Caring and professional team
Rated 5 stars out of 5
by Naz - Posted on 01 November 2022
I came into the hospital on 19-Oct into the delivery suite and following the birth of my child was moved into the cedar ward until 24-Oct when I was discharged. The delivery was difficult and at one point both my life and my baby’s life became at significant risk, and fast action was required. The team including doctors, mid wives and other health staff saved both me and my baby. The delivery was carried out by caesarean section. During the process I had lost a lot of blood, additional blood was arranged quickly and applied. Given my condition I needed a lot of care, and my care continued with the highest quality at Cedar ward. Every person at the hospital was professional, kind and compassionate. I am so grateful to all of the team and wish them well every day. I cannot thank you enough for the care and help that was provided to me.
Visited Maternity services on October 2022
Review titled Heartlands Hospital
Replied on 03 November 2022
Congratulations on the birth of your baby and thank you for taking time to leave feedback about your treatment 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 thrilled to hear they have made such a positive impact on your patient experience. If you would like to provide any further feedback about your experience please visit the hospital webpage www.uhb.nhs.uk/yourviews. Kind regards, Patient Experience Team
Provided by Care opinion
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Review titled Great Care in hard times, a somewhat long wait
Rated 3 stars out of 5
by Anonymous - Posted on 22 October 2022
I was referred indirectly via my doctors for a blood pressure issue, I arrived shortly after 1pm and took my seat, I waited a couple of hours for triage and was immediately seen by a doctor who started treatment, I saw them again some hours later for more tests and was monitored by the nurses between, sometime around half ten I saw an admitting doctor who ordered a full battery of tests with a view to admitting me, I had an Xray in a very timely manner and the other tests went smoothly, more waiting as was required before a bed may be available, more monitoring, It was a long uncomfortable night but the staff were always kind and helpful and the tea trolley at around 1a.m. was a total comfort and should not go without a special mention, At some point around half six in the morning the lovely staff sourced me a tea and a sandwich and were aware of how uncomfortable I was the concern was appreciated although the lack of sleep probably prolonged my treatment as it’s a factor in high blood pressure, At half eight I was transferred to sdec ward 19 where the excellent staff there looked after me and continued my treatment until they deemed it safe for me to be discharged at around 1.p.m. Overall the waiting experience was beyond brutal and possibly detrimental to treatment , but having seen how hard the staff including all the clinical care teams, support staff, the reception and security teams work under so much pressure is humbling, I am so grateful for the care I received and the grace under pressure shown by without exception all of the Heartlands staff, It’s easy to criticise those on the front lines for slow service but It is a systemic issue with no easy fix. I could give a list as long as my arm about what could have been better but pragmatically I am aware the funds just aren’t there so once again thank you to the brilliant people who make do and looked after me so well, I hope you know you are appreciated and all of you are my true hero’s.
Visited Accident and emergency services on October 2022
Review titled Heartlands Hospital
Replied on 28 October 2022
Thank you for taking the time to post your comments regarding your patient experience whilst in Heartlands Hospital. I totally agree with you, although I appreciate the NHS is currently under pressure therefore, waiting times are quite high, but the staff do strive to ensure they offer a professional service. I am pleased to read that you felt that your patient experience was excellent and thorough, it will be my pleasure to ensure your feedback is highlighted to the senior management teams. I will ask that your posting is shared with the staff, as I am sure they will be absolutely delighted to read your positive comments. Once again thank you for taking the time to provide your comments, as all patient feedback is very important to us. Kind regards Patient Experience Team
Information supplied by University Hospitals Birmingham NHS Foundation Trust