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 Excellent care
Rated 5 stars out of 5
by Mohammed Adnan Zafar - Posted on 03 May 2023
I was suffering from crippling ear pain due to a nasty ear infection. I was cared for, looked after and treated by the ENT team at Heartlands Hospital. I could not be happier with my experience, honestly words cannot justify how well they looked after me and how quickly they treated me. I cannot mention any names so I won’t, but the doctors and nurses who looked after me are wonderful people who genuinely cared about me and my condition. I honestly felt like I was being treated in a private hospital. The nurses in the ward where I stayed were lovely. They work so hard running around non stop, looking after everyone. It’s such a demanding job but they do it in such a caring and patient way, it’s amazing. Thank you to all the wonderful people at Heartlands Hospital ENT and in the ward where the stayed who looked after me and treated me. Thank you to all the doctors and nurses. Thank you for taking my pain away and thank you for being so kind and caring.
Visited Ear, Nose & Throat on May 2023
Review titled Heartlands Hospital
Replied on 01 June 2023
Dear Patient 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 wonderful colleagues in the ENT team and that you were treated with so much kindness and care during your time here. 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 Excellent Care
Rated 5 stars out of 5
by Anita Kelly - Posted on 09 April 2023
on behalf of the kelly family, we would like to say a very big thank you for the excellent nursing care provided by all staff in ward 28a. staff treated our mum with kindness and respect throughout her care, to sadly her passing away ❤️
Visited Infectious Diseases on April 2023
Review titled Heartlands Hospital
Replied on 22 May 2023
Please accept our sincere condolences on the sad loss of your mum. We are grateful that you have made the time to give this feedback, at what must be a very difficult time. We are pleased to hear about the excellent nursing care your mum received; particularly the support showed. 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 by the staff. Kind regards, Patient Experience Team
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Review titled A very professional team
by Aquarius62 - Posted on 18 April 2023
Recently had a colonoscopy procedure at Birmingham Heartlands Hospital. Just wanted to say how impressed i was with the whole team from admission to discharge. A very professional tight run team
Visited April 2023
Provided by Care opinion
Review titled Heartlands Hospital
Replied on 22 May 2023
Thank you for taking the time and trouble to write to NHS Choice regarding your experience at Heartlands Hospital. I have forwarded your email to the senior managers of the Endoscopy Team who I know will share your compliments with the staff. Feedback like this is greatly valued as staff love to hear they have made such a positive difference. Kind regards, Patient Experience Team
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Review titled I wasn’t seen in 4 hours by anyone
Rated 2 stars out of 5
by Anonymous - Posted on 17 April 2023
Arrived in an ambulance after experiencing chest pains. Heart attack unlikely according to paramedics but they recommended A&E trip to be sure. After 3.5 hours I asked when I’d likely be seen. The nurse in charge was stunned I hadn’t even been sent for a trace. By this time I had a migraine so have had to leave. Will go via my gp for further treatment
Visited Accident and emergency services on April 2023
Review titled Heartlands Hospital
Replied on 22 May 2023
Thank you for taking the time to post your comments regarding your recent patient experience at Heartlands Hospital. All feedback is used by the Patient Experience Team to identify themes and trends across the organisation to highlight areas of improvement and areas of excellence. Your comments have been forwarded to the senior management team. Once again thank you for taking the time to post your feedback, it is most appreciated. Kind Regards, Patient Services Team
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Review titled Bad communication and general care
Rated 2 stars out of 5
by Anonymous - Posted on 05 April 2023
I accompanied my 97 year old blind and confused mother with a fall injury she had a 6.00am at her care home. We sat in an ambulance into 2.30 and were then in a room in a and e run by ambulance staff. 4 for 8 beds. Basic care water food and toileting for patients lacking. If patients were only there for a couple of hours or where able bodied probably fine but most patients are incapacitated and some like my mother have communication difficulties. This is not a staff problem they did there job hourly checks and sending off for tests but the system is overloaded and there is no one a volunteer or a care assistant looking after general needs. The test take all day the elderly like my mother more and more aggitated. When we were moved because a doctor early evening said she wanted another test the ward sister was overworked and struggling to cope with the influx of seriously ill patients. She could not possibly have provided the care my mother required. Please stop treating the elderly this way. They and their families deserve better. We did not have the test in the end the doctor finally accepting at 97 further distress was not good. I took my mom back to her care home at 11.30 pm and then got told off for not getting a discharge form and for failing to bring the respect form back (I did not know it was on a bag with clothes and doubt the hospital did either) Communication by the hospital and care home would be helpful. Clear instructions about what is next and what others need would be really helpful. I dread to think what would have happened to my mother if I had not been there. I have power of attorney if I’d left as they wanted and she was non her own who would make decisions. She certainly can’t. I am now going to register my power of attorney with the hospital if I can. System in crisis not staff management and procedures
Visited Accident and emergency services on April 2023
Review titled Heartlands Hospital
Replied on 14 April 2023
I am sorry to have read your comments regarding your patient experience whilst accompanying your mother in A&E at Heartlands Hospital, and apologies for the lack of communication and general care that you felt your mother did not receive. The service is under a great deal of pressure and staff do work hard to try and see patients as soon as they can and to ensure a positive patient experience. If you feel you have any concerns regarding the treatment and care of your mother please do not hesitate in contacting a member of the Patient Relations Team on 0121 424 0808 (lines open 9am - 3.30pm, Monday to Friday) or you can email your concerns to pals@uhb.nhs.uk. I do hope this is acceptable and thank you for providing your comments, patient experience is very important to us. Kindest regards, Patient Experience Team
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Review titled Excellent service
Rated 5 stars out of 5
by Adele - Posted on 20 March 2023
Just want to say thank you to all maternity unit and down at theatre cant fault them they been so good kind and looked after us polite and friendly thank you so much
Visited Maternity services on March 2023
Review titled Heartlands Hospital
Replied on 20 March 2023
Thank you for taking the time to post your comments regarding the service at Heartlands Hospital Maternity Unit. 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 Bad experience
Rated 4 stars out of 5
by Anonymous - Posted on 21 March 2023
today i went for my first scan appointment apparently for check ups they have moved to a new building which is by the main entrance way. i had a bad experience my appointment was at 9.20 and i left about 11.30 due to all the waiting it was disgusting, the staff didnt have a clue what they were doing and also they were short on staff. After my scan i had to get my bloods done i was told it will take 1 minute then i had to wait again for 15 mins and no one called me so i had to physcially ask myself then they tuk my bloods. it was apauling and had a very bad experience compared to old building i use to go to.!
Visited Maternity services on March 2023
Review titled Heartlands Hospital
Replied on 06 April 2023
We are sorry to hear of the difficulties you were facing and apologise for the long waiting times. Your comments have been sent along to the department so staff are made aware of your experience. If you have any concerns regarding your treatment and care and would like to discuss them, then please contact the Patient Relations Team on 0121 424 0808 or by email: pals@uhb.nhs.uk Kind regards, Patient Experience Team
Provided by Care opinion
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Review titled Waiting
Rated 3 stars out of 5
by Anonymous - Posted on 06 March 2023
I have been waiting 6 hours in A&E for a blood test I have chest pains and stomach pains that’s are hurting my back and I keep getting told by staff to sit and wait, I have been for the last 6 hours this is a joke Leaving people in pain waiting, I’m still here waiting now I am in agony with my chest and stomach and no staff are speaking to us
Visited Accident and emergency services on March 2023
Review titled Heartlands Hospital
Replied on 20 March 2023
We are sorry to hear of the difficulties you were facing and apologise for the long waiting times. If you have any concerns regarding your treatment and care and would like to discuss them, then please contact the Patient Relations Team on 0121 424 0808 or by email: pals@uhb.nhs.uk Kind regards, Patient Experience Team
Provided by Care opinion
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Review titled Commutation
Rated 4 stars out of 5
by Anonymous - Posted on 15 March 2023
The staff at Heartland Hospital are all very good and provide good service, but the waiting time is relatively long. The biggest problem is that there is a communication problem between the hospital and the GP. Firstly, on one occasion when I had a blood test at Heartland, they asked me to call the GP to inquire about the report the next day. I made numerous calls for several days, but the GP said that they had not received any report from Heartland. Secondly, after seeing the doctor at Heartland, I was prescribed a seven-day course of antibiotics but was only given one bottle, which was not enough. The staff told me to call the GP surgery and they would notify the GP to prescribe me more antibiotics. However, even after four days, I still did not receive any antibiotics. When the antibiotics ran out, my treatment was interrupted. Overall, it was a very bad experience.
Visited Don't know on March 2023
Review titled Heartlands Hospital
Replied on 20 March 2023
I am sorry to read your feedback regarding the communication between the hospital and your GP surgery, if you would like to discuss this further please do not hesitate to contact the Patient Relations Team on 0121 424 0808 or by email: pals@uhb.nhs.uk I do hope this is acceptable and thank you for providing your comments, patient experience is very important to us. Kindest regards, Patient Experience Team
Provided by Care opinion
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Review titled Shocking
Rated 1 star out of 5
by catherine gordon - Posted on 27 March 2023
I am a Foster Carer for two children and had to take one of the children to A and E due to a hand injury. In the meantime I had to make short term arrangements for the other to picked up from school and cared for in my absence. I arrived at the hospital at 3pm and registered. Was then seen a few minutes later for 30 seconds most of which was taken up getting social services details !! We then sat in an over crowded area surrounded by a number of children being sick and families with multiple adults. It quite clearly says outside and at reception only one Parent or One Carer ???? There were no Masks available and no facilities to obtain a drink. After about 2.5 hours with no communication or updates there seemed to be an introduction of Doctors however nothing seemed to be moving. After another 2.5 hours still no call up/check up or any form of information. I went to the reception area and explained that I was a Foster Carer and had other Looked After children who needed to be returned home/back to placement as the short term care was needing to leave however the only response I got was the Doctor hasn't clicked on your case !!! Well that's obvious and patronizing.......I could not wait any longer as I was afraid we would become ill if we stayed in situ any longer and I had to return home. I felt like I was in a cattle Market, I felt like a second class citizen and having worked and paid my taxes for the past 40 years could not even have access to the simplest assessment. There was no service on offer. No interaction from any medical staff, if anything it was heads down and avoid eye contact.
Visited Accident and emergency services on March 2023
Review titled Heartlands Hospital
Replied on 12 April 2023
We are sorry to hear of the difficulties you were facing as regards long waiting times, we continue to have a great deal of pressure on our services. If you have any concerns regarding the treatment and care you or your family has received and would like to discuss them, then please contact the Patient Relations Team on 0121 424 0808 or by email: pals@uhb.nhs.uk, Kind regards, Patient Experience Team
Information supplied by University Hospitals Birmingham NHS Foundation Trust