Manchester Royal Infirmary
Oxford Road, Manchester, Greater Manchester, M13 9WLContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 13 October 2024
went to the urgent treatment centre to see if needed any scans after falling off bike, was seen on 13.10.24 by a physiotherapist, she was really efficient, i was in and out in about an hour, having had the assessment, wound dressing, scans, and explanation. the way she explained the results was really helpful and thorough, i felt like she went the extra mile! thank you
Visited Accident and emergency services on October 2024
Review titled Manchester Royal Infirmary
Replied on 15 October 2024
Dear Patient, We are glad you had a positive experience in our care. Thank you for taking the time to write these kind words, it is very much appreciated and will be fed back to the staff in the UTC. Kind regards, Patient Experience Team
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Review titled Terrible, terrible, terrible service.
by Anonymous - Posted on 18 October 2024
I was referred to A&E by my GP. I spent about 8 hours waiting to be seen. I would have been since much sooner if I was drunk, a criminal or at least 70 years of age. There are no screens to tell you when your turn is ready and if you miss 3 audible call-outs, you would need to start over again. When I did see the consultant they do not seem to not to take me seriously. I asked whether my condition could be related to a vitamin B12 deficiency despite my B12 blood levels being abnormally high. I was told by the consultant that that would only happen if I was taking Nitrous Oxide and then said "you told us on the form you didn't take any drugs" in a tone that seemed to insinuate I lied on my form. More frustratingly the consultant asked several times why I had not been referred sooner by my GP and most of the consultation seemed to be revolved around this rather than my actual issues. I am not my GP so I wouldn't know. Either way, I spent about 10 minutes being examined by the consultant to be told they think it was sciatica in my leg and carpal tunnel syndrome despite my GP strongly suggesting it was something else and his tests showed nothing for CTS. They did eventually agree to an MRI scan of my spine. Next I went back into the waiting room, where I was told that the canula would be taken out and then I would be free to go. I was told "You can pick up your medicine tomorrow, as you've been in pain for so long, so it won't make a difference." A few minutes later I had the canula taken out and told I "was free to go". I get home and then I got a call saying "Where are you? You medication is ready". I told them I was already home and I was told that I had been "free to go". Next morning I went back to the Hospital pharmacy to pick up the prescription. Only for them to tell me that for the medication I was prescribed I would need a special form. Went back to A&E, waited 40 minutes to be told it was ACU who would sort this out. ACU knew nothing about this and waited another 40 minutes for them to sort out the prescription. The ACU staff were actually really helpful and understanding. After a couple of weeks I had a MRI Scan of my spine. Which subsequently led to a scan of my brain and another of my spine. In regards to checking my results. My own GP practice has told me to contact ACU as GP's cannot make MRI scan referrals. I have just spend 3 hours on a Friday afternoon attempting to reach ACU reception and absolutely no join. The phone just keeps ringing and then cutting off. There was one instance when the line was "User Busy". I tried through the switchboard, but when the attempted to connect the call, it was just the same ringing out. So I think now is the time to leave a review.
Visited Accident and emergency services on September 2024
Review titled Manchester Royal Infirmary
Replied on 24 October 2024
Dear Patient, Thank you for your feedback on your experience at Manchester Royal Infirmary’s (MRI) Emergency Department. We sincerely apologise for your unsatisfactory experience and the distress it caused. The Trust is dedicated to providing the highest standard of care and addressing areas needing improvement. Your feedback has been shared with MRI’s Clinical Director for Emergency Assessment and Access. The Clinical Director apologises for your long wait to see a doctor. Priority is determined by a process called triage. Regular tannoy announcements are made about waiting times, and three calls before discharge is standard in many Emergency Departments. If there is a concern about an individual, a call is made before their removal from the system. Regretfully, MRI’s Emergency Department is under significant pressure, leading to longer waits. Investments have been made in staff, rotas have been reconfigured, and alternative access pathways explored. Waiting times have decreased for most patients over the last few years, but unacceptable waits still occur. The Clinical Director assures you that reducing wait times remains a priority for the department and the Trust. Without knowing the specific details of your experience, commenting on your prescription concerns is challenging. The special form you describe could be due to the prescription being for a controlled drug, but this would not usually happen in the Emergency Department. A 40-minute wait for a prescription is lengthy but not uncommon in a pressured urgent care system. The Clinical Director apologises for any inconvenience and frustration caused. The Clinical Director also apologises for your frustration when trying to reach a busy number. Currently, more staff cannot be deployed at ACU reception. Test results are available on the MyMFT app and, should you wish to access your results there, you just need to set up an account. The Clinical Director is sorry if this was not explained to you after your initial visit. Addressing your concerns around staff attitudes will be difficult without more information. Receiving an MR scan indicates your concerns were taken seriously, though the interactions you describe are still below our expected standards, and the Clinical Director is sorry for your experience. The Clinical Director acknowledges the poor communication you experienced and the frustration it caused. He will remind staff of their responsibility to ensure a seamless discharge process. Should you want the Trust to investigate your concerns further, please do not hesitate to contact our Patient Advice and Liaison Service (PALS) on telephone 0161 276 8686, or email pals@mft.nhs.uk, quoting reference number PO24/00097. Yours sincerely, Patient Experience Team
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Review titled UTC Outstanding service
Rated 5 stars out of 5
by PAUL CARBERRY - Posted on 18 September 2024
In and out, x ray, diagnosis and treatment in less than two hours. Impressive service. I was expecting to have to wait hours to be seen; this was not the case. Would highly recommend.
Visited Accident and emergency services on September 2024
Review titled Manchester Royal Infirmary
Replied on 24 September 2024
Dear Mr Carberry, Thank you for your letter regarding the care you received during your recent visit to the Imaging Department at MRI. We can assure you that your kind words have been shared with the staff concerned and have also been forwarded to the Imaging Divisional Manager so that this can be shared with the wider teams. We discuss all such compliments at a monthly meeting with team leaders for them to share with their colleagues. Yours sincerely Mrs Barbara Peak
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Review titled Brilliant care
Rated 5 stars out of 5
by Anonymous - Posted on 23 October 2024
I recently underwent a small procedure done in the hospital, I cannot thank the doctor team and him enough. The whole experience can be daunting however they spoke me through each step and explained exactly what would happen, he gave me an opportunity to ask any questions or raise any concerns, I feel very lucky to have had such an attentive and caring DR during my experience.
Visited Gastrointestinal and Liver services on September 2024
Review titled Manchester Royal Infirmary
Replied on 28 October 2024
Dear Patient The Patient Experience Team thank you for taking the time to share your positive feedback on the NHS website regarding your care at the Endoscopy unit in MRI. It is always good to read such positive words in response to the conscientious work of our staff. We have forwarded your message on to the Head of Nursing to be shared with the staff involved. Yours sincerely Patient Experience Team
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Review titled Awful System
Rated 1 star out of 5
by Anonymous - Posted on 02 October 2024
We needed to go to the urgent treatment centre on the 30/09/23. After navigating our way through the emergency department (as the urgent treatment centre is hidden away), we arrive to the reception to be told we need to go check in at the main reception. We walk back to the main reception, and no-one is there. So we walked back to the UTC reception to be told that they can't leave it unstaffed and that someone will be there. We explained that no-one was there and the reception was closed, to which the two ladies (pretty rudely) explained that they can't check us in and that there has to be someone there. When we said once again that it was closed, they said to go there and wait and there was nothing they could do, someone would be along shortly. We went back to the main reception and waited 10 minutes before we left. In that time no-one came to the reception. I would like to suggest that if you have such check in procedures (where the individual receptions cannot check the patients in), and you are short staffed, you implement a self-check in kiosk that would help with the triage (similar to at most GP practices) or alternatively that the procedures are documented somewhere so people aren't traipsing around the hospital trying to check in when they're suffering. The way I was left feeling was anxious and I still have not been seen about the issue (72h later).
Visited Accident and emergency services on September 2024
Review titled Manchester Royal Infirmary
Replied on 17 October 2024
Dear patient, Thank you for taking the time to provide us with feedback. Your comments have been passed onto the Assistant Director of Nursing for Emergency Assessment and Access as well as Matron Beech from the Urgent Treatment Centre (UTC) who both understand why the situation you described would be frustrating. Matron Beech would like to apologise for the inconvenience you experienced in the UTC. Navigating through the Emergency Department to the UTC, only to be redirected back and forth between receptions, must have been disorienting, especially as you were seeking urgent care. The lack of staff at the main reception, coupled with the unhelpful and rude responses from the staff at the UTC, is certainly not the level of service we aim to provide. Matron Beech understands that this situation left you feeling anxious and that your issue remained unresolved even after 72 hours. Staff at the reception desks highlighted are likely to have been taking their scheduled breaks. There is now a sign identifying where patients can check in, to ensure patients are clearly directed to the correct area. Your suggestion of implementing a self-check-in kiosk is a fantastic idea, and one which UTC will look into further. Your feedback has now been shared within the department and Matron Beech has discussed the themes of this incident with the staff group in the UTC, emphasising the importance of Trust values and behaviours. The department has now implemented training in the UTC reception to ensure patients can be booked in at this location. The Trust are committed to improving our processes and your feedback is invaluable in helping us achieve that. Thank you again for bringing this to our attention. Matron Beech like to acknowledge that this issue made you feel anxious and worried about your presenting issue and would like to assure you that more robust processes have been implemented. However, if you should have any further difficulty, please contact Matron Beech on 0161 2764410. Kind regards, Patient Experience Team
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Review titled Excellent care
Rated 5 stars out of 5
by Susan Skrzypiec-Allen - Posted on 18 September 2024
All the staff on the elective surgery ward were friendly and efficient. They were very patient with me after it became clear that a mistake I’d made had caused the list to be rearranged. Medical staff took time to explain clearly and answer questions. Nursing and support staff were all friendly and reassuring. I couldn’t fault a single thing. Thank you.
Visited Ear, Nose & Throat on September 2024
Review titled Manchester Royal Infirmary
Replied on 15 October 2024
Dear Susan, Thank you for your positive comments posted on the NHS website regarding the care you received at the Elective Treatment Centre, Surgical Admissions Lounge in Manchester Royal Infirmary. It was very kind of you to take the time to write and compliment the staff as it is always good to receive positive feedback which reflects the hard work and dedication of our staff. It was reassuring to read that you thought the staff were friendly, efficient and reassuring, and that staff gave clear explanations and answered your questions. I can assure you that we have passed on your thoughts to the Head of Nursing Jo Horrocks who will share your comments with the staff involved. Yours sincerely Connor Thomson Patient Experience Team
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Review titled Professional Staff
Rated 5 stars out of 5
by Jeffrey - Posted on 29 August 2024
(28.08.24) - Attended Manchester Royal Infirmary A&E for my chest pain and would like a special mention to Dr. Katherine. She was a good listener, articulate and professional. Thank you Dr. Katherine.
Visited Accident and emergency services on August 2024
Review titled Manchester Royal Infirmary
Replied on 23 September 2024
Hi Jefferey, Thank you very much for taking the time to leave positive feedback on the NHS website. We are glad that Dr Katherine helped and supported you during your time in the hospital. We have sent this to the lead nurses who will ensure that it is fed back to Dr Katherine. Kind regards, patient Experience Team
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Review titled Great care, went the extra mile .
Rated 5 stars out of 5
by Mark Doyle - Posted on 28 July 2024
Attended urgent treatment centre 28th July 24 . My treatment involved additional blood work to progress my case to an additional hospital/ treatment centre .the nurse who dealt with me from the beginning was great , chased everything up . credit to her profession . many thanks
Visited Accident and emergency services on July 2024
Review titled Manchester Royal Infirmary
Replied on 15 August 2024
Dear Mark, It was very kind of you to take the time to write and compliment the staff as it is always good to receive positive feedback which reflects the hard work and dedication of our staff. This will be shared with the team involved in your care. Kind Regards Connor Thomson Patient Experience Team
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Review titled Amazing care
Rated 5 stars out of 5
by Guillermo - Posted on 08 August 2024
I attended a&e with sharp pain in my abdomen, in what turned out to be a kidney stone. I was by myself as I don’t live in Manchester and was only there for a visit. The staff were amazing, communicative throughout and I received the best care I have ever received at a&e. My family and friends back home were worried but I wasn’t, as I knew I was in the hands of a dedicated team of great professionals. I cannot commend them enough.
Visited Accident and emergency services on July 2024
Review titled Manchester Royal Infirmary
Replied on 27 September 2024
Dear Guillermo, We are glad to hear you had a positive experience in our care. Thank you for taking the time to write these kind words, it is very much appreciated and will be fed back to the staff in the department. Kind regards Kerry Clinical Governance Officer
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Review titled Amazing Staff
Rated 5 stars out of 5
by David P - Posted on 06 August 2024
I had my gallbladder removed and stayed on Ward 14 overnight (29th-30th July). The staff were incredible, helpful and caring throughout my stay. From the reception staff, the anesthesiologist and the surgeon to the nursing staff and everybody else involved, I was amazed by the level of care I received. I want to thank each and every nurse who took care of me during my stay. You were all amazing and I'm very grateful for everything.
Visited Don't know on July 2024
Review titled Manchester Royal Infirmary
Replied on 21 August 2024
Dear David, Thank you for your positive comments posted on the NHS website regarding the care you received during your admission at Manchester Royal Infirmary for your gallbladder surgery. It was very kind of you to take the time to write and compliment the staff as it is always good to receive positive feedback which reflects the hard work and dedication of our staff. It was reassuring to read that you had such a positive experience and were treated with excellent care before, during and after your surgery I can assure you that we have passed on your thoughts to the Head of Nursing for Theatres and Elective In-Reach Mrs Jo Horrocks who will share your comments with the staff involved. Kind Regards, Connor Thomson Patient Experience Team
Information supplied by Manchester University NHS Foundation Trust