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 Lack of communication
Rated 2 stars out of 5
by Mrs Tejal Joshi - Posted on 18 April 2024
My Son with Downs had a major operation on his left leg on 28th March. When we got discharged we were told there will be 2 weeks and 6 weeks appointments from the operation date, to see consultant. Got letter and my mft appointment on 19th Friday. My Son was all excited to see someone who is going to take plasters and staples out. Today got 2 text messages and email for my mft to say appointment is cancelled. No explanation given or when the next appointment is. How can I explain to my Son with learning disability that we are not going to Manchester doctor tomorrow and when are we going ? Really not this extra stress I need. We have been home since 2nd April. Trafford General did not give us bed neither council, we have been sleeping on recliner sofa. Bolton council not been at all helpful or MRI. Where can I go where someone can understand my situation as a full time carer for disabled son who is only little mobile with walking frame and stuck downstairs. Desperately waiting to see medical professional after 28th March. No one has bothered to see how it is healing? Is it OK or not. Too many staples are there, is it not supposed to be taken out. I can see some green/yellow spot on plaster. If this gets infected who can we blame? Loss will be ours though. Do not want my disabled Son to suffer more. Mercy please 🙏
Visited Orthopaedics on April 2024
Review titled Manchester Royal Infirmary
Replied on 17 May 2024
Mrs Tejal Joshi Thank you for taking the time to give your feedback on the NHS website. We apologise for the delay in responding to your comment but hope that you have been able to rearrange your son’s appointment. We are sorry that your son’s appointment was previously cancelled, which must have been very frustrating, causing him confusion. We are also sorry to read of your experience and would like to apologise for the anxiety caused to you, your family, and your son at what was already a stressful time, as well as for you feeling you were not supported enough during this time. Your feedback has been shared with the Department and the Departmental Manager. If you require help with appointments in the future, please contact the Department on 0161 276 6822 with your son’s NHS number to hand and the staff should be able to assist you. Additionally, there are several organisations and support groups that specialise in aiding caregivers of individuals with disabilities. These include Pathways Associates CIC Ltd, Promise Inclusion, and National Advocacy Service for People with Disabilities (NAS). These organisations can offer guidance and resources and may also be able to provide advocacy and support. There is also a Parent & Carer Forum held at the Royal Manchester Children’s Hospital which gives parents the opportunity to raise concerns and get more information regarding support when in hospital, as well as the chance to speak about additional needs and offer suggestions on how to improve the service. Furthermore, the following link can provide some information on the additional support offered at MRI: https://mft.nhs.uk/rmch/services/learning-disabilities/ If you are not satisfied with our response, you can contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting the reference number PO24/00056 and they will be able to discuss this further with you. Kind Regards, Connor Thomson Patient Experience Team
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Review titled Great NHS
Rated 5 stars out of 5
by Michael Lohman - Posted on 28 March 2024
I attended today 28/3/24 for a follow up - the department were very busy but they were very polite with myself and I am very happy with the service - The NHS do their very best
Visited Oral and Maxillofacial Surgery on March 2024
Review titled Manchester Royal Infirmary
Replied on 04 April 2024
Dear Michael, Thank you for taking the time to share your positive feedback regarding your experience at the Manchester Royal Infirmary. It is always good to read such positive words in response to the conscientious work of all our staff and great to hear that you found our colleagues to be so compassionate and professional. We have forwarded your message for sharing with all the staff involved who will really appreciate your comments. Yours sincerely, Aamna Khan Patient Experience Involvement and Engagement Officer
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Review titled The best care ever
Rated 5 stars out of 5
by Denise Atakuru - Posted on 02 April 2024
I would like to say Thank You to all the staff that I came in contact with...They are all amazing, I was in the best Hospital, I couldn't have got better care if I had paid private...I was on ward 12 room 11 they made me feel so at ease...Thank you... 😀😊🤩
Visited Emergency Abdominal Surgery on March 2024
Review titled Manchester Royal Infirmary
Replied on 04 April 2024
Dear Denise, Thank you for taking the time to share your positive feedback regarding your experience at Ward 12 (Manchester Royal Infirmary). It is always good to read such positive words in response to the conscientious work of all our staff and great to hear that you found our colleagues to be so compassionate and professional. We have forwarded your message for sharing with all the staff involved who will really appreciate your comments. Yours sincerely, Aamna Khan Patient Experience Involvement and Engagement Officer
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Review titled Fantastic Care
Rated 5 stars out of 5
by Isabel Dean - Posted on 12 March 2024
I attended the Endoscopy Department for a colonoscopy. I have never had one before so I was rather anxious, I needn't have been. The staff were so caring and reassuring. The doctor who did the procedure was very reassuring. Thanks to all concerned for taking care of me. Had a lovely brew on my return to the Recovery Room. Thanks once again. I am recovering at home
Visited Gastrointestinal and Liver services on March 2024
Review titled Manchester Royal Infirmary
Replied on 03 April 2024
Dear Isabel, Thank you for taking the time to share your positive feedback regarding your experience at the Endoscopy Department (MRI). It is always good to read such positive words in response to the conscientious work of all our staff and great to hear that you found our colleagues to be so compassionate and professional. We have forwarded your message for sharing with all the staff involved who will really appreciate your comments. Yours sincerely, Aamna Khan Patient Experience Involvement and Engagement Officer
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Review titled Horrible wait
Rated 1 star out of 5
by Anonymous - Posted on 14 February 2024
Went to A and E. The lady on the desk told us to wait near another patient only to find out she didn't even register us. Denied telling us the wrong area to wait alongside another person after waiting for over an hour. Gave another urgent care appointment to be waiting for more than 2 hours. The urgent care clinic absolutely stunk. It was dirty...the floor has spilled drinks and the area just smelt of urine. Really disgusting!
Visited Accident and emergency services on February 2024
Review titled Manchester Royal Infirmary
Replied on 15 April 2024
Dear Patient Thank you for taking the time to post your comments and concerns about your experience when attending the Emergency Department (ED) at Manchester Royal Infirmary (MRI). We are so sorry to hear of the long wait you had in the ED due to a miscommunication with the reception team and appreciate how frustrating this would have been for you. We acknowledge that the ED at MRI like all ED’s across the UK is experiencing high volumes of patients presenting, and whilst the ED and the wider hospital have taken steps to redirect patients to the most appropriate service at times there is an imbalance between our ability to see patients in a timely manner, particularly those of lower acuity. We are also sorry to hear that the Urgent Care Clinic was unclean and smelt. The cleanliness and the infection control standards you experienced were unacceptable and not in line with the high standards that the department aims to provide. The clinic is used constantly throughout the day and night therefore it is important that we monitor its’ cleanliness closely. It is clear, at the time of your attendance that we did not meet these standards. In order to address this, we have reinforced the standards we expect at all times and the senior nursing staff will continue to monitor this compliance to ensure that we provide health care in a clean, safe environment. We take all issues surrounding patient care very seriously and would very much like to hear about your experience from you directly and investigate your concerns in more detail. Please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO24/00033 they will be able to discuss this with you. Connor Thomson Patient Experience Team
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Review titled Fantastic care and treatment
Rated 5 stars out of 5
by Anonymous - Posted on 02 February 2024
Everyone who dealt with me when I attended gave the highest level of service. The receptionist was helpful and gave a welcoming smile, the nurse who weighed me and took my blood pressure was calm and friendly. The doctor I saw showed genuine interest and gathered a clear history from me. She explained everything clearly in lay terms and she gave really helpful advice and information, arranging a forward referral. She had a really friendly approach and put me at my ease. Finally the nurse who gave me my injections helped me to stay calm (I hate needles!) and was efficient and gentle. I did not have to wait at all and I found the whole experience really supportive and positive.
Visited Rheumatology on February 2024
Review titled Manchester Royal Infirmary
Replied on 03 April 2024
Dear patient, Thank you for taking the time to share your positive feedback regarding your out-patient experience. It is always good to read such positive words in response to the conscientious work of all our staff and great to hear that you found our colleagues to be so compassionate and professional. We have forwarded your message for sharing with all the staff involved who will really appreciate your comments. Yours sincerely, Aamna Khan Patient Experience Involvement and Engagement Officer
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Review titled Incredible patient care
Rated 5 stars out of 5
by Maddison - Posted on 20 February 2024
I arrived at day surgery today for some vocal cord surgery, very nervous as my voice is extremely important for me . As a clinician myself I always think bedside manner is extremely important along with clinical judgment and treatment and can make a patients bad experience a lot better. Today the HCA’s, Nurses, Doctors and especially my anaesthetists were incredible! They stroked my hand as I went into and came out of surgery, they spoke to me and laughed with me and supported me throughout. They appeared human and sometimes it’s hard to stay human as we deal with these medical issues everyday, sometimes we forgot that it might be work for us but it’s someone’s bad day or one of their worst days of their life perhaps and just a little human compassion and kindness can make all the difference. It’s experiences like this that show just how amazing the NHS is and some of the staff that work within. I just want to say a massive thankyou and I hope my patients feel the same about me as I feel about the staff that treated me today! Thankyou!
Visited General Surgery on February 2024
Review titled Manchester Royal Infirmary
Replied on 02 April 2024
Dear Maddison, Thank you for taking the time to share your positive feedback regarding your experience with the Head and Neck Specialities. It is always good to read such positive words in response to the conscientious work of all our staff and great to hear that you found our colleagues to be so compassionate and professional. It is indeed the human connection that we need to be able to be understood and empathised with. We are glad you were able to feel it. We have forwarded your message for sharing with all the staff involved who will really appreciate your comments. Yours sincerely, Aamna Khan Patient Experience Involvement and Engagement Officer
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Review titled Speedy, pleasant service
Rated 5 stars out of 5
by Claire C - Posted on 05 January 2024
I attended on the morning of 5th Jan and was immediately triaged then sent to UTC. My nurse and radiographer were amazing and I was all done within 1.5hrs. Great service! Thank you :)
Visited Urgent Treatment Centre on January 2024
Review titled Manchester Royal Infirmary
Replied on 08 January 2024
Dear Claire, Thank you for taking the time to share your positive feedback regarding your experience at the Urgent Treatment Centre at Manchester Royal Infirmary. It is always good to read such positive words in response to the conscientious work of all our staff and very pleasing to read your comment about a great service. We have forwarded your message for sharing with all the staff involved who will really appreciate your comments. Yours sincerely, The Patient Experience Team
Provided by Care opinion
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Review titled Shocking with A E service
Rated 1 star out of 5
by Sahrul Chowdhury - Posted on 24 January 2024
Visited A&E due to some health difficulties and seems like you might come back with more problems then what you have already. I have waited patiently for more then 8 hours and still wasn't lucky to be seen by a doctor. My question do people go to emergency services when then need some emergency medical attention if you're wanting 10/12 hours you might as well die in your home peacefully. I don't think any other countries in the world had worse A&E then Manchester Royal Infirmary.
Visited Accident and emergency services on January 2024
Review titled Manchester Royal Infirmary
Replied on 16 April 2024
Dear Sahrul Chowdhury, Thank you for taking the time to post your concerns about your long waiting time when attending the Emergency Department (ED) at Manchester Royal Infirmary (MRI). We are so sorry to hear that you had to wait more than 8 hours to be seen by the doctor but at present, the ED at MRI, like many ED’s across the United Kingdom, is experiencing high demand for services which can lead to longer waits in the department beyond the target quality standard to be seen, treated if necessary, and either discharged or admitted, within four hours of arrival. In order to address your concerns, we would like offer assurance that the Senior Nursing Team in the Emergency Department ensure that patients are regularly reviewed, re-triaged and prioritised whilst in their department to ensure that they are kept safe and are provided with nutrition and hydration whist under their care. The MRI has been monitoring triage wait times and has a clear escalation process which is monitored by the MRI Emergency Department management team to mitigate the triage wait being below the recommended standard. We take all issues surrounding patient care very seriously and would very much like to hear about your experience from you directly and investigate your concerns in more detail. Please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO24/00026 they will be able to discuss this with you. Richard Medway Involvement and Engagement Officer
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Review titled Unprofessional staff - disappointing experience
Rated 2 stars out of 5
by Nadeem Zafar - Posted on 04 January 2024
I visited The Heart Centre with my father on 3 January 2024 and it was a very disappointing experience. To start with, the reminder we had received regarding my father’s appointment which was at 8am on 3 January 2024 contained no clarity as to which department/floor we had to go to which resulted in a delay in us reaching The Heart Centre, we did not reach the correct department until 8:30am. The main reception desk was also unmanned until 8:30am too so there was no one to ask for clarification. This is not acceptable. Hospital visits are distressing enough for patients without the added stress of not knowing where to go. Upon our eventual arrival at The Heart Centre at 8:30am the person on the reception desk was very rude and abrupt, not to mention very very loud. And this person continued being loud while engaging in other duties while in the department. This is not the conduct I expect from hospital staff. It is simply not acceptable to be so rude, loud and tactless when you work in a caring profession. Especially when there are distressed patients right in front of you in the waiting area who can hear every word. I appreciate that we are in a time of austerity and it is a very stressful time for NHS staff but manners and tact cost nothing. My father was taken for an ECG by one of the nurses and I was accompanying him as he is hard of hearing but I wasn’t even given the chance to explain this to the nurse as she looked down her nose at me and said abruptly, “can I just see the patient?” My father is a human being, not just a patient. The consultation with the doctor following the ECG was massively delayed as apparently it seems that some of the staff in that department are more interested in having loud personal conversations rather than actually dealing with patients which, correct me if I’m wrong, is what they are paid to do. The only saving grace was the wonderful practitioner who conducted an ultrasound scan on my father shortly after our arrival at The Heart Centre who was patient, kind and extremely helpful and professional. It is a shame other members of staff in that department are not so professional. I am beyond disappointed with our experience in The Heart Centre and would strongly suggest that you exercise far more professionalism in that department please. I would also suggest better signage in the hospital generally and clearer information be given to patients and their families. Thank you.
Visited Cardiology on January 2024
Review titled Manchester Royal Infirmary
Replied on 16 April 2024
Dear Nadeem Zafar, Thank you for providing your feedback regarding your and your father's experience at the Heart Centre. We take patient and service users' comments very seriously as they help us monitor and improve our services. We are sorry to hear of your experience at what must already be a worrying time for you and your father. We are sorry you had difficulty seeking clarity regarding which department to attend and your comments have also been noted with regards to hospital signage. The Trust aims to make information as accessible as possible to all its service users and we are sorry this was not your experience. Your feedback has been shared with the teams managing the patient appointment reminder service and the hospital signage for their review and consideration. We were also sorry to read of your experience with regards to the conduct of staff members in the Heart Centre. I would like to assure you that our organizational values underpin everything we do, therefore the behavior you describe staff displaying does not represent our values and falls below our standard expectations of service. We have shared your feedback with the appropriate managers who will discuss this aspect with the staff members. Thank you for your lovely comments regarding the clinicians who looked after your father at his appointment. Your feedback has been passed on to the teams and individuals. Once again thank you for your feedback that allows us to improve our services. Richard Medway Involvement and Engagement Officer
Information supplied by Manchester University NHS Foundation Trust