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 Wonderful People
Rated 5 stars out of 5
by Anonymous - Posted on 26 March 2024
I have just spent 16 days in Ward 26 after being admitted through the Severe Asthma unit, I want to thank all the doctors,nurses and staff for the outstanding care that they gave me during my stay,everyone was so friendly and nothing was to much trouble. Everything was explained to me in a clear and precise way and at no time did I feel I didn't know what was happening or was planned. Where you hear a lot of complaining these days I feel when people deliver over and above day after day it should be recognised and this certainly applied to my stay. I would also like to thank the Asthma unit and breathing physio's for their help in getting me sorted,its fair to say that I now feel I have got a quality of life back. Thank you all so much you are a credit to Heartlands Hospital.the NHS and yourselves.
Visited Respiratory Medicine on February 2024
Review titled Heartlands Hospital
Replied on 03 April 2024
Dear Patient Thank you so much for taking the time to provide feedback about Heartlands Hospital - apologies for the delayed response. We are delighted to hear about the excellent care you received on Ward 26 and that everything was explained so well. We're also pleased to hear that the breathing physios and asthma unit worked so hard to help. 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 Horrible service
Rated 1 star out of 5
by Mr M Abdulhussein - Posted on 05 February 2024
Reached A&E at 11:30pm on Sun 4 Feb as my wife has IBD and was in intense pain due to the symptoms. We were directed to Ward 2 for abdo pain, went there and was told to go back to A&E as no gastro doctors until morning and to be handled by medical team. Then waited 3 hours to be seen by a doctor who told us he'll need to consult with other doctors. Had to then wait for a further 3 hours at which point no update was given. When chased for update, we were told to go to X-Ray. Why we weren't told this sooner, I don't know. It would make things a lot more efficient if we could have done this while we were waiting instead of being told this at the point where we're chasing for an update. We've now had to wait 13 hours in the A&E department, sat on hard plastic chairs that make you numb. We get seen roughly every 3 hours for a 3-minute interaction that doesn't yield much of a solution. We keep getting told that the doctor we speak with has to liaise with other doctors and consultants. We finally asked to speak directly to a member of the gastro team and he actually gave some useful suggestions, however none of which can be carried out with my wife in an A&E chair as opposed to a bed of her own. We contemplated leaving multiple times over the 13 hours. We now are waiting for a bed to receive a short admission to carry out some of the solutions discussed, but to have waited 13 hours just for a useful suggestion, not even a bed yet, is just incomprehensible when my wife is already in pain and has to be subjected to waiting in an A&E room for over 3x the estimated time that NHS states for a patient to be transferred to a more suitable care area. My wife is already hesitant to go A&E when she has flare ups due to the wait time of 4-6 hours but now Heartlands A&E has been the worst experience so far with a wait time of 13+ hours, I fear this would definitely make her hesitate in getting the proper care and treatment in future instances. There are so many inefficiencies here that can easily be made more efficient.
Visited Accident and emergency services on February 2024
Review titled Heartlands Hospital
Replied on 12 February 2024
Dear M Abdulhussein Thank you for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the slightly delayed response. We are really sorry to hear that your wife had such a difficult experience in the Emergency Department and that there have been delays, long waits for a bed and a lack of information about what is happening provided to you both. We are keen to listen to your concerns in more detail, to try to help if there are any outstanding issues and learn from any errors that have been made. 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 Rang the department no responds
Rated 2 stars out of 5
by Waheed Rafiq - Posted on 02 February 2024
It hurts me more as my Son is Doctor at Stoke-on-Trent Hospital , I know you all work hard but it no excuse guys for not answering your phone rang 0121-424-1734 and nor matter what time of the day you ring the call just rings out not even option to leave a message. As suggestion I think we should be able to order our face mask and other sleep apena hardware via NHS mobile app
Visited Sleep Medicine on February 2024
Review titled Heartlands Hospital
Replied on 12 February 2024
Dear Waheed Thank you for taking the time to provide feedback about Heartlands Hospital Birmingham – apologies for the slightly delayed response. We are really sorry to hear taht you were unable to contact the department you were after. We are keen to listen to your concerns in more detail, to try to help if there are any outstanding issues, and to see if our phone directory needs to be updated. 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 Magical c section experience
Rated 5 stars out of 5
by Elizabeth Griffin - Posted on 31 January 2024
Absolutely superb level of care throughout the time spent in hospital which last two days. All of the staff were so kind and caring and went above and beyond to support and meet my needs and my new babies. The surgery staff were kind and professional, the staff in recovery and midwife that sjooorted during the section and in revivers gave invaluable siooort and advice to help me on my breastfeeding journey. I was then transferred to the delivery suite for the evening and received wonderful care from the midwife’s there before being transferred to Maple ward where I was looked after well. Staff are busy but always responsive & supportive. I left feeling well prepared as a new mum and very thankful for everything.
Visited Maternity services on January 2024
Review titled Heartlands Hospital
Replied on 12 February 2024
Dear Elizabeth 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 from our teams responsible for your c-section, the Delivery Suite and the Maple Ward and the support and advice you received from the midwives taking care of you. We'd be really interested in hearing about this in more detail and potentially gathering your 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 Officer at University Hospitals Birmingham
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Review titled Hospital staff doing great job
Rated 5 stars out of 5
by Anonymous - Posted on 23 January 2024
In my opinion, elderly person should be seen with short peroid of time, in order to get the best diagnosis/treatment with their current health condition(severe or not, shouldbe not matter). I understand that there are other patients with severe condition however we should make sure our staff, maybe one or two doctors/nurses available or prioritise our elderly patients at any time of their visit. I hope that you consider my point, what I m trying to raise here as we are people(nation) who serve our community from our heart. No doubt all your staff doing great job. I know that it's very easy to suggest than delivery. I had a great experience not negative at all from my side but we should concren about our community. Please take my suggestion into fesiable way if system allows you. Headoff all of you. You all doing great job. Bless you from my heart. Its not a complaint, just suggestion.
Visited Accident and emergency services on January 2024
Review titled Heartlands Hospital
Replied on 29 January 2024
Dear Patient Thank you so much for taking the time to provide feedback and suggestions about Heartlands Hospital Birmingham. 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 Worst experience ever !!!!
Rated 1 star out of 5
by Anamaria Duman - Posted on 29 January 2024
I came with my son with a 3 different types of rush on his body no one cares here , they do not deal with kids they sent as to a gp hospital and the appointment was at 12:15 and I was there 12:17 because the gp is in the orthopaedic department and nobody told aș about it , when we arrived to monks late they told has that they couldn’t see as any more ! Been waiting in the a&e since last night and he has not been seen by a doctor !
Visited Children's & Adolescent Services on January 2024
Review titled Heartlands Hospital
Replied on 12 February 2024
Dear Anamaria 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 son had a number of issues getting treated and you've subsequently had a long wait in the Emergency Department. We are keen to listen to your concerns in more detail, to try to help if there are any outstanding issues and learn from any errors that may have been made. 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 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
Information supplied by University Hospitals Birmingham NHS Foundation Trust