Birmingham Heartlands Hospital - Emergency Department

Emergency Departments (A&E) Day by Day healthcare system is going to worse. I went to Heartland Hospital after consultation 111 service. The doctor on the phone told me not to waste any time straightway to go to A&E. I went there and got more sick because of the dirty smell. The toilets were out of order and an awkward smell was coming out. Now treatment I was told to wait by the unfriendly receptionist. It seems to me that, she is not getting paid. Someone did the ECG. After waiting a couple of hours someone checked my temperature and told me why the temperature very low. Go wait outside. Again I was waiting with severe pain. A few hours later an officer came and told us the doctor would see us after 8 hours. Her approach to all patients was very very harsh. That is why I am addressing her as an officer instead of a nurse. I was cold and feeling pain. So came to the reception and requested urgent treatment. Ultimately Asian friendly woman told me that the next appointment with the doctor was 10 hours later. I booked it and came back to my home. When I went to bed I received an urgent call from A&E…… To be honest with you guys I told my wife I didn't want to go to A&E. But she forced me. Wouldn't the health services improve ever again? The next generation deserves a good healthcare system. Instead of involving in the war, We should work together to improve our health and education. Otherwise, our dearest country will be doomed.

The worst experience of A and E in my life. The security guard on the door told me everything. Staff claimed no knowledge of the urgent transfer from NHS helpline so had to explain it all again. Waited 4 hours, saw fights, saw police, no wearing of covid masks, no manners or courtesy from patient to patient nor staff to patient nor staff to staff. Needs strict rules and a clear ticket system. Was offered no proper pain relief and not seen by a Dr for 4 hours. What I did see was people coming in and getting pushed to the front of the queue by friends of staff and also the police. Needs closing down.

Attended A&E dept with my husband who presented with palpitations, blood pressure 'pounding' in his head, clammy skin and a recent diagnosis of Long QTc. I am obviously aware of covid issues. However, it was 90 mins before he was triaged, and then another 4 1/2 hours before he was seen, and then was back in the waiting room. There did not appear to be any cardiac pathway or sepsis screening within the patient waiting area, and even the Reception desk does not really overlook the waiting area. Patients were completely alone, with no monitoring. My daughter and I were reluctant to leave my husband in these circumstances, especially as she is A.L.S. trained, and although it was distressing her to see him unwell, I knew she could jump on his chest if needed. After a shift change we were rather rudely ordered to leave by a nurse. I have worked in the NHS myself for many years, and have never spoken to people in this manner - particularly people who are clearly worried and concerned for loved ones. As we sat across the road in McDonald's we were terrified for his safety. If he went into cardiac arrest, or had a stroke, would anyone notice? Once seen, the staff themselves were lovely. Every test possible was done, and he was kept in for observation. His BP meds were given as they were due. My main concern is that, had he actually arrested, it would have been up to other patients to raise the alarm. It is fair to point out that later in the evening, temps and BPs were conducted on those waiting, but there was nothing between 4pm when we arrived, and around 9pm. I cannot begin to imagine the stress staff are under in an A&E during a pandemic, and I write this only because if nothing is said, nothing can change.

The simplest things would make a huge different to the patient journey though the department and that is informing patients of what happened nexts, how long appox they will have to wait for and patient education on discharge. This could all be achieved by standardising treatments, investigations, and increasing staff communication with patients. Though good role modelling, more resources and education.

children's ED staff work hard to provide best care they can to children, young people and families who attend the department. bright, clean and well decorated area. It would help if members of the public stopped going home with the departments toys then there would be more for patients and siblings to play with.