Bradford Royal Infirmary
Duckworth Lane, Bradford, West Yorkshire, BD9 6RJContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Heroic, staff working in unacceptable conditions
Rated 5 stars out of 5
by Anonymous - Posted on 04 September 2023
Attended A&E for an ongoing health problem which had suddenly flared up. Arrived around 6pm, and a 12h wait to be seen by a doctor. Medical staff, nurses, doctors, health care assistants, catering staff, cleaners and others were without exception, patient, kind, caring, compassionate and thoughtful, though working in the most unacceptable conditions due to extreme understaffing. For many hours during the night, there was only one doctor available to see 120 patients, as the others were occupied in resus, resulting in average waits of 10h for patients, including elderly and frail patients who were waiting in wheelchairs for all of this time. 3 nursing staff were run ragged for the whole of their 12h shift. Heroic staff showed especial kindness to those with learning and mental health difficulties who attended the Dept. These (Dickensian) working conditions are completely unacceptable for staff, and the Health and Safety Executive should take a look at the institutional risk assessments for stress, to see if they are credible. I would be interested to hear from the Chief Executive, how the current workforce plan is addressing these issues. Quite frankly, I am surprised that staff are turning up at all to face these daily pressures, and wholly sympathise with them for striking. Severe understaffing needs urgent action, right now. If I were the Chief Executive, I would be hanging my head in shame at presiding over these appalling working conditions. Obviously all of these issues have severe knock-on effects for patient care.
Visited Accident and emergency services on September 2023
Review titled Bradford Royal Infirmary
Replied on 21 November 2023
Hi my name is Catherine and as part of my role I respond to posts on Care Opinion. Firstly, apologies for the delay in responding. I am very sorry to hear about your experience in A & E for your ongoing health problem. Winter pressures, including increased attendances and admissions, are affecting many acute hospitals across the country. This, along with staffing pressures in a number of specialties, has had a negative effect on the service we are able to provide. Thank you for your kind comments about all the staff you encountered, your feedback will be shared with the team and will be appreciated by them all I am sure. I would like to encourage you to contact our Patient Experience Service (PALS) on 01274 364810 or by emailing patient.experience@bthft.nhs.uk and they will be able to discuss your concerns in more detail. Thank you again for posting your feedback, it is valued as a way to drive improvements in our services. Kind regards Catherine Healy Patient Involvement & Experience Co-Ordinator Bradford Teaching Hospitals NHS Foundation Trust
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Review titled Lack of communication
Rated 1 star out of 5
by Anonymous - Posted on 18 September 2023
I have an appointment with Ophthalmology in three days time. Unfortunately I am unable to keep that appointment so I have been trying change it. For some reason it is not listed on my ‘Upcoming Appointments’ so I cannot change it online. I have rung up five times, waited patiently for my turn in the queue. It has either cut me off before my turn became available or I have supposedly been transferred to the relevant department where the phone isn’t answered and again, cuts off. I am not surprised there are so many missed appointments when it is impossible to advise the relevant people that one cannot attend.
Visited Ophthalmology on September 2023
Review titled Bradford Royal Infirmary
Replied on 19 September 2023
I am very sorry to hear of your difficulties trying to change your appointment, this must be frustrating to say the least. Please contact our Patient Experience Service (PALS) on 01274364810 or by emailing patient.experience@bthft.nhs.uk and they will be able to look into this for you. Best wishes Catherine
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Review titled Horrific setting for health care
Rated 1 star out of 5
by Anonymous - Posted on 08 December 2023
Visited to access an ear nose and throat specialist from my GP. No organisation/clear process in the A and E reception area added to unnecessary delays in getting people the care they need. The journey through and an and e to get the my obs sorted and signposted to ambulatory care was quick. On entering the waiting area, it was overcrowded, unhygienic and grim. People laying on the floor waiting to receive care, and liquids and soiled hospital garments laying in around them. The environment was pretty disgusting, the processes disorganised and the staff appeared demoralised. Basic things can be done to improve patient and staff experiences (clear instructions on entry to A and E, clear name calling so people know staff are seeking them, and cleaning up). It simply doesn’t need to be this way and unless people speak up it won’t change. It is a complete joke that taxpayers money is squandered providing this dissatisfactory level of healthcare. Admittedly, many people are abusing the system, but unless that is called out and attentive referral pathways are developed this won’t get better. People should not be left wondering what is happening in overcrowded unhygienic waiting areas whilst people cough and slugger over them. When are you going to start doing the basics well? What plans are in place to alleviate unnecessary demand on the trust?
Visited Ear, Nose & Throat on August 2023
Review titled Bradford Royal Infirmary
Replied on 12 December 2023
Hi my name is Catherine and part of my role is responding to posts on Care Opinion. Apologies for the delay in responding to your post. I am very sorry to hear of your experience attending accident and emergency, this is not the care we aim to provide and I would like to apologise for your poor experience. I am pleased that your journey through accident and emergency to get your observations sorted and signposted to ambulatory care was quick. I am very sorry that the environment in the waiting area was not up to scratch and you felt it was unhygienic and overcrowded. Winter pressures, including increased attendances, have resulted in longer waits in accident & emergency. There is ongoing work to improve patient experience including signage and the patient calling system as you have highlighted. So that we can look in more detail into the issues you have raised I would encourage you to contact our Patient Experience Service (PALS) on 01274 364810 or by emailing patient.experience@bthft.nhs.uk. We, as a Trust, value all feedback, positive or negative, as a way to drive improvements to our services. Thank you again for raising your concerns. Kind regards Catherine Healy Patient Involvement & Experience Co-Ordinator Bradford Teaching Hospitals NHS Foundation Trust
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Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 26 August 2023
I’m still sat in a cubicle after 6 hours after being told to get to a&e asap in case of heart trouble but still sat here, toilets are filthy people vaping in waiting room and saw 2 cigarette end in disable toilet, have asked how long, doctors are busy and close curtains so you are forgotten, nobody seems to strive to do better, every visit gets worse, no pride, and homeless people sleeping in the hospital waiting rooms absolutely stinks of stale cigarette smoke, bri is such a let down
Visited Accident and emergency services on August 2023
Review titled Bradford Royal Infirmary
Replied on 04 September 2023
I am really sorry to receive your comments and concerns about your experience whilst attending our Accident & Emergency Department. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about your experience so that we can investigate and respond to the specific concerns you have raised. We would therefore like to encourage you to contact our Patient Experience Service (PALS) on 01274 364810 or by emailing patient.experience@bthft.nhs.uk and they will be able to discuss your concerns in more detail. Kind regards Catherine Healy Patient Experience Coordinator
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Review titled Radiology MRI team
Rated 5 stars out of 5
by Anonymous - Posted on 21 July 2023
Thank you to the very patient radiographers who helped me through my MRI scan today. They were incredibly patient with me during a panic attack and offered me as much time as I needed to get through the scan. I successfully underwent an MRI scan with your help and patience. Wanted to pass on my thanks to all involved.
Visited Don't know on July 2023
Review titled Bradford Royal Infirmary
Replied on 27 July 2023
Thank you for taking the time to post your comments about your experience attending for your MRI scan. It is heartwarming to hear that staff were incredibly patient with you and offered you time to recover from your panic attack. Kindness is a key strategic priority here at the Trust and it is reassuring to receive your comments about your experience. We value all patient feedback and use it to help improve care and treatment for all our patients. I can assure you your comments will be very appreciated by the MRI radiography staff. Kind regards Catherine
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Review titled appointment & parking hit and miss
Rated 4 stars out of 5
by Sarah Woodhead - Posted on 12 June 2023
Parking is an a mess there is never anywhere to park The hospital seems fine and the staff are helpful I keep getting missed calls but I can't respond at all I missed an appointment as some departments text or email and others can't and you do a lot of repeating information what seems like a waste of time maternity is maternity I don't understand this meet in the cafe area and I have no clue what the appointment is for seems a joke
Visited Maternity services on June 2023
Review titled Bradford Royal Infirmary
Replied on 10 July 2023
Thank you for posting your comments about Bradford Hospitals NHS Teaching Trust. I am sorry that you found carparking to be difficult and will pass on your comments to the manager in charge of parking facilities. It is reassuring that you found the hospital to be fine and that our staff were helpful. I am sorry that you missed an appointment and are not clear about what your appointment is for, please contact our Patient Experience Service (PALS) on 01274 364810 or by emailing patient.experience@bthft.nhs.uk and they will be able to look into this for you. Kind regards Catherine
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Review titled Parking difficulties
Rated 2 stars out of 5
by Ross Graham - Posted on 27 June 2023
Arrived 30 minutes prior to appointment and finally found a parking space 45 minutes later. Missed my urgent appointment as a result. The parking provision is totally inadequate for a hospital of this size and only adds to the stress of attending. Public transport is also very awkward unless you live in the city.
Visited Ear, Nose & Throat on June 2023
Review titled Bradford Royal Infirmary
Replied on 12 July 2023
Thank you for posting your feedback about your experience attending the Trust. Apologies for the late response, I have been away from the Trust. I am very sorry to hear that you missed your appointment due to lack of availability of parking. So that we can ensure you have received a suitable re-arranged appointment and can respond to your difficulties please can you contact our Patient Experience Service (PALS) on 01274 364810 or by emailing patient.experience@bthft.nhs.uk and they will be able to look into this for you. I would like to assure you that all feedback is valued by the Trust and issues around parking will be fed back to our Estates department and discussed in their Car Parking Group meeting. Kind regards Catherine
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Review titled Colonoscopy
Rated 5 stars out of 5
by Debbie Ann Spink - Posted on 16 June 2023
I had a Colonoscopy in the Endoscopy Unit in Bradford Royal Infirmary and had just the best treatment. All the staff went out of the way to make sure that any worries or fears I had about the procedure were put firmly to the back of my mind. They were all friendly and kind and made it into a good experience. They do a very good job. Thank you to all of them.
Visited Don't know on June 2023
Review titled Bradford Royal Infirmary
Replied on 12 July 2023
Thank you so much for taking the time to post your feedback about your experience whilst attending for your Colonoscopy. Apologies for the late response, I have been away from the Trust. It is very heart warming to receive such positive comments about your experience. It was good to note that you found staff to be reassuring and to have calmed your concerns about the procedure. Kindness is a key aspect of our Trust ethos and your feedback will be shared with all the Team. I am sure that your feedback will be very much appreciated. Thank you again, Kind regards Catherine
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Review titled No communication
Rated 2 stars out of 5
by Anonymous - Posted on 22 May 2023
Went into A&E with certain symptoms as advised by 111. Was seen fairly quickly and admitted to a ward, some of my symptoms were dismissed by doctors and had some tests which indicated infection. Was told to go home and wait to be called back in to receive antibiotics and it would take no more than a few hours, 7 hours later I am still waiting to be told to come collect the antibiotics. Tried calling and no answer.
Visited Accident and emergency services on May 2023
Review titled Bradford Royal Infirmary
Replied on 25 May 2023
Thank you for posting your feedback on your recent visit to A & E. It is reassuring to hear that you were seen fairly quickly and admitted to a ward, and had your infection diagnosed. I am sorry you felt that some of your symptoms were dismissed by doctors, this is not how we would aim to treat patients. I am very sorry you had an extended wait to be called to collect your antibiotics, again this is not helpful and you should have been kept informed of any delay. It would be really helpful if you could contact our Patient Experience Service (PALS) on 01274 364810 or by emailing patient.experience@bthft.nhs.uk and they will be able to look into and discuss your concerns in more detail. Thank you again for providing your feedback and I do hope you received your medication and are on the way to recovery. We value all patient feedback, positive or negative, and this will be shared with the teams involved to learn and improve the care and services we provide. Kind regards Catherine
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Review titled exemplary care
Rated 5 stars out of 5
by Mrs Jean Mitchell - Posted on 10 May 2023
i had hip replacement last week and went to ward 14 for after care. i cannot praise the whole staffing team from surgeon to nurses,student nurses, and domestics for the care, kindness professional way i was treated throughout my weeks stay. thank you all it was very much appreciated
Visited Orthopaedics on May 2023
Review titled Bradford Royal Infirmary
Replied on 15 May 2023
Thank you for posting your feedback on your care whilst attending for a hip replacement. It was lovely to hear of your positive experience and praise for all the staff you encountered. As a Trust, professionalism and kindness are key priorities, so it is appreciated that you had such a good impression of our service. I will ensure that your feedback is shared with all the team. Thank you again and wishing you a successful recovery. KInd regards Catherine
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Information supplied by Bradford Teaching Hospitals NHS Foundation Trust