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 long waits
Rated 2 stars out of 5
by Sarah Hastilow - Posted on 17 March 2023
my 86 year old father was asked to go to A&E by his GP, he waited 7 hours on a hard plastic chair in the waiting room with no hot drinks or food available to see if they were going to treat him, admit him for treatment or send him home, it is simply unacceptable to make him wait this length of time at his age, with no facilities, its detrimental to his health. I tried to call the department but nobody answers the phone, terrible
Visited Accident and emergency services on March 2023
Review titled Heartlands Hospital
Replied on 20 March 2023
Thank you so much for taking the time to provide feedback about the A&E Department at Heartlands Hospital. We are really sorry to hear that your father’s experience has not been a positive one and you feel the poor facilities and lengthy wait he had to endure was unacceptable. We are really keen to speak to you or your father further in order to capture his experience as part of an improvement push to improve the service being delivered in the A&E department, in order to do this we need patients to share their story with the senior management. We would very much like to use your father’s experience as an example of the need to improve the service across the trust - it's completely voluntary obviously but if you are interested please feel free to call 0121 424 9015 or 371 4747 email patientexperience@uhb.nhs.uk and we can make the necessary arrangements. If you would like to raise a concern or provide any further feedback about your father's experience please visit the hospital webpage www.uhb.nhs.uk/yourviews. To raise a concern about your father's care and treatment please contact the Patient Advice and Liaison Service (PALS) to provide your his 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, Patient Experience Team
Provided by Care opinion
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Review titled Disgustingly diabolical
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2023
I have had nothing but bad things happen with this hospital since being pregnant. Came in a few weeks ago because my baby was not moving only to be fobbed off and waiting for 4 hours to check my babies heart beat and then told to go home. I then went back for a diabetes check up got there at 8am still was not seen by 10am so went home nobody came to check if I was OK. I am 28 weeks pregnant with no scan booked at all, called the maternity ward and no answer for 3 times, I called back within 5 seconds and the line is busy, 11 calls later and the line is still busy but could not pick up when I tried to call them 3 times. This is my 1st pregnancy and the whole nhs within heartlands hospital is absolutely disgusting. I would strongly recommend all treatment at Solihull, I dread to think what giving birth is like in heartlands
Visited Maternity services on March 2023
Review titled Heartlands Hospital
Replied on 14 April 2023
I am sorry to have read your comments regarding your patient experience. As a Trust we take these concern very seriously. Your feedback has been sent to the senior management team for Maternity so that they are aware of your patient experience. If you would like to speak to a senior manager about the concerns you have raised 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 and we are keen to look into your treatment and care. Kind regards, Patient Experience Team
Provided by Care opinion
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Review titled Appalling senior nurse behaviour
Rated 1 star out of 5
by Safina - Posted on 04 March 2023
Whilst I was sitting in A&E to be seen. A woman walked in with her adult son who was having difficulty breathing and was half unconscious. The nurse told them to sit down even though she could see she was struggling with him resting his head on her shoulder. She didn’t even help to get him to the chair. She told the nurse I’m struggling and he will fall. That fell to deaf ears. Absolutely disgusting! Where is the compassion in nursing. Appalling she didn’t care if he fell to the floor but wouldn’t help him to the chair
Visited Accident and emergency services on March 2023
Review titled Heartlands Hospital
Replied on 09 March 2023
Thank you for taking the time to post your comments regarding the service at Heartlands Hospital. We are sorry that your patient experience was not a positive one. If you have any concerns that you would like answered please contact the Patient Relations Team on 0121 424 0808 or via email pals@uhb.nhs.uk the team will be able to help you resolve any issues you may have. Best wishes, Patient Experience Team
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Review titled Great team work
Rated 5 stars out of 5
by brenda morbey - Posted on 29 March 2023
I fell while out shopping and after being cared for by kind strangers who called the ambulance my injuries were assessed by cheerful and sympathetic ambulance crew and taken to Heartlands hospital. I was soon in the reception area (triage) which appeared to be manned by ambulance paramedics and a doctor. In the following 36 hrs the care I received was gold standard. I was impressed by the teams in all the departments involved in my care for the way they supported each other so cheerfully. Apart from the pain I felt uplifted by the experience of meeting so many wonderful people. I think the culture of respect for colleagues and patients is a credit to the hospital. Well done Heartlands Hospital, I can't thank you enough.
Visited Accident and emergency services on March 2023
Review titled Heartlands Hospital
Replied on 12 April 2023
Thank you so much for taking the time to provide feedback about Heartlands Hospital. We are delighted to hear about the excellent service you received from our colleagues in the Emergency Department and that they were so reassuring, professional and put you at your ease. 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, Patient Experience Team
Provided by Care opinion
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Review titled Appalling wait times
Rated 1 star out of 5
by Anonymous - Posted on 07 March 2023
Was told I was being sent to Urology and to wait to be called through. After 7 hours I asked what was happening, apparently there had been a miscommunication and they would call Urology again. 2 and a half hours later and still in the waiting room. It is now 11 hours since arrival at A&E and I am still waiting with no idea what is happening. Everyone else in this waiting room is having the same experience, indefinite waiting with zero communication from staff. The management of this hospital should be ashamed.
Visited Accident and emergency services on March 2023
Review titled Heartlands Hospital
Replied on 09 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
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Review titled Worse experience
Rated 1 star out of 5
by Anonymous - Posted on 10 March 2023
Worse experience of my life 15 hrs sitting in waiting area being a cancer patient no beds available seen by three Drs each one saying different thing and after 15 hrs sent home without any pain killer or medicne saying that it is cancer related ur cancer department will contact u seriously this is how u treat a 75 year old cancer patient plz have some mercy on patients
Visited Accident and emergency services on March 2023
Review titled Heartlands Hospital
Replied on 20 March 2023
Thank you for taking the time to post your comments regarding your patient experience at Heartlands Hospital. We are sorry to hear of your concerns and the long wait you had to endure whilst in pain. If you would be happy to discuss the concerns raised further please contact 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 am sorry that your experience was not a positive one and should you wish to discuss your concerns further, please do not hesitate to contact the Patient Relations Team. Kindest regards, Patient Experience Team
Provided by Care opinion
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Review titled Complete lack of communication
Rated 1 star out of 5
by Rebecca W - Posted on 10 March 2023
My father was sent there due to a severe bladder infection where he could not urinate. The triage nurse was compassionate and administered a catheter. It transpired he has a tumour in the bladder. There was no after care administered so it resulted in an ambulance being called. Despite passing blood clots he was kept on a seat all night and not admitted. On 10.3 he needed to go in again. There was a complete lack of communication. Each time this is happening my father is becoming more frail and losing more weight. There has been no biopsy on the tumour. I wish I could take him to a different hospital.
Visited Accident and emergency services on March 2023
Review titled Heartlands Hospital
Replied on 20 March 2023
I am sorry to hear about your father’s experience and I am concerned about your poor patient experience and the lack of communication you are experiencing. If you wish to pursue the issue you have raised could you let the Patient Relations Team know by e-mailed on uhb-tr.Complaints-ConcernsandCompliments@nhs.net or contact Patient Services on 0121 424 0808. The team will be able to deal with your concern and take the necessary action in order to resolve the issues you have raised. Kind regards, Patient Experience Team
Provided by Care opinion
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Review titled Poor service after waiting all day to be seen.
Rated 3 stars out of 5
by Anonymous - Posted on 16 February 2023
Having arrived at the A&E unit to seek further advice about my condition which had worsened due to having a cold, I was greeted by a nurse who asked me to sign in at reception and take a seat. It was obvious straight away that my details on their systems was outdated when asked to confirm my details. I thought all the NHS systems were all now linked? After waiting a few hours I was called by a nurse who took my blood pressure and heart rate, which took a few minutes.. oh, and a last minute covid swab... no information was given to me... so I returned to the waiting area...another hour or so had passed and everyone in the waiting area was offered refreshments, which was a nice.I was eventually called into the consultation room, again not much was said after I gave my symptoms.... ...fast forward to 17:00, I am eventually called into the plaster cast room, by some Dr who had read my notes and spent 10 minutes explaining that I just need to take some nurofen to ease my symptoms......what a waste of a day....if only there was a proper online or phone service provided to gain answers to questions.... On a final note, having spent the whole day waiting in the reception area, I can honestly say the waiting area seemed to me to be very dull and depressing. Even when the area and toilets were cleaned, the area was still smelly. To be honest after spending the day there, I wont be rushing to return there any time soon, if at all
Visited Accident and emergency services on February 2023
Review titled Heartlands Hospital
Replied on 09 March 2023
We are sorry to hear of the difficulties you were facing and the lengthy waiting times. The Accident and Emergency department will prioritize patients with life threatening conditions first, I would suggest that if you do not fall into this category then calling the NHS 111, your GP surgery or visiting your local walk-in centre would have been a quicker option. 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
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Review titled Great team and level of care
Rated 5 stars out of 5
by Laura - Posted on 01 March 2023
The level of care, compassion and how informed we were was outstanding. Not only did this wonderful team look after our baby but they looked after me and my partner aswell. The team members that looked after our baby were outstanding on both units he was in. I wish I could mention those team members, as if it wasn't for there: knowledge, care and persistence our baby may have not progressed as he did, we are forever grateful to them. They supported and involved us in his care, showed great compassion to me and my partner when things got overwhelming, and even though you could sense they were under pressure they always were there if you needed them for any help. The building looks run down and in need of some tlc however the team members in this maternity building are amazing.
Visited Neonatal Care on February 2023
Review titled Heartlands Hospital
Replied on 09 March 2023
Thank you for taking the time to leave feedback about your patient experience and care 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 extremely pleased to hear they have made such a positive impact on your patient experience. Kind regards, Patient Experience Team
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Review titled Phenomenal Staff
Rated 5 stars out of 5
by Nicole B - Posted on 28 February 2023
I visiting the A&E department of heartlands hospital today. I was seen immediately and very quickly processed through urgent care. The waiting time was much less than expected and I was given an appointment so I knew how long I could expect to wait. Once called, the doctor that dealt with me was a wonderful women, she could see I was scared and was very comforting with her words. She was very knowledgable and caring. My overall experience was great.
Visited Accident and emergency services on February 2023
Review titled Heartlands Hospital
Replied on 09 March 2023
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 colleagues in the Emergency Department and that you were treated so well and with so much care. 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/ Kindest regards, Patient Experience Team
Information supplied by University Hospitals Birmingham NHS Foundation Trust