Right to Respond

Healthwatch is committed to providing a transparent and honest view of health and social care services. This is your opportunity as the health or social care provider to have your say on comments the public have left. It is designed to be constructive and allow both sides to have a fair and equal say in the matter so please:

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Remember, your response will be seen by everyone who reads your organisation's comments, not just the original reviewer. Your reply is a good opportunity to acknowledge any comments received.

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Original feedback for

UHB Heartlands Hospital


Process on arrival poor, level of care good.

I had been taken into hospital by my partner with COVID. When I got to the hospital there was about 30 ambulances waiting outside so I could not understand why they could not send someone. From a home test which I had done, my oxygen level had gone down. I had got to the hospital in my dressing down gasping for breathe. There was 3 staff in the department who were not serving anyone, however I had to still wait for 25 minutes before someone attended to me to advise that someone would be with me soon. When I got called in for an assessment I told the nurse I have COVID. The nurse said "What are you doing here, you shouldn't be in this bit?" She did another test, took me through to another A&E part where there was beds. The doctor came very quick. They put me on anti viral drop however I waited 4 hours before I was taken into the infectious & disease ward. I was at the hospital for 8 days. Staff could not be faulted. They went above and beyond. Food provided was exceptional. Quality of care and treatment was good. The only point I would raise is that no one asked about my mental health and welfare when I was there as there was no support. Some support should have been provided.