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 Catheter bag left on floor
Rated 2 stars out of 5
by Anonymous - Posted on 06 June 2023
My nighttime bag shud b on a stand yet this ward feels it is OK to leave a patients urine bag to fill on the floor for days while patient has catheter in which is a gross health and safety issue as bacteria can travel back up the tube and into the patients catheter. Yet staff just ignore it unless spoken to including drs just allowing it to be flat on ward floor as well,
Visited Respiratory Medicine on June 2023
Review titled Manchester Royal Infirmary
Replied on 01 August 2023
Thank you for taking the time to share your comments. We apologise for your unsatisfactory experience within our Respiratory Medicine Department in June 2023. We are very sorry to hear that your experience did not meet the high standards that are expected for our patients and for the negative experience regarding your urine bag not being put on a stand and had been left on the floor. It is difficult for us to investigate this further as it isn’t clear which ward or department you are referring to in your concerns, if you would like us to look into your concern further, please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO23/0051 We would like to reassure you as a Trust, we put our patients first and strive to deliver the highest quality of care and good communication. We do appreciate your feedback and aim to learn from it. Yours sincerely, Hugh Caffrey.
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Review titled The staff at A&E are so patient and kind
Rated 5 stars out of 5
by Edwin Williams - Posted on 03 May 2023
Although I was there for 6 hrs, this is not the fault of the overworked staff. The treatment I received was first class. Initially triage, then 2hrs later blood taken. I then had to wait another 21/2 hrs for the blood results to come back and see a doctor. The doctor gave me a through examination, ECG and X-ray. We are so lucky to have this free at the door institution, with the amazing staff, who must be under tremendous stress with A&E never empty. I would just like to thank the whole of the A&E department for their care and attention.
Visited Accident and emergency services on May 2023
Review titled Manchester Royal Infirmary
Replied on 30 May 2023
Thank you for taking the time to share your positive feedback regarding your care at the Emergency Department in Manchester Royal Infirmary. It is always good to read such positive words in response to the conscientious work of our staff. We are sorry to hear of your wait and thank you for being so understanding about the pressures our staff are working under. We have forwarded your message on to the Head of Nursing for sharing with all the staff involved. Yours sincerely, The Patient Experience Team
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Review titled Everybody was incredible and I'm doing great.
by Hiphiphurray - Posted on 11 April 2023
I went to the orthopaedic day case for a hip replacement. All the staff were exceptional with their care help and encouragement. I could not have asked for better treatment. Thank you from the consultants to the porters everybody was incredible and I'm doing great. Thank you all.
Visited March 2023
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Review titled Manchester Royal Infirmary
Replied on 30 May 2023
Thank you for taking the time to share your positive feedback regarding your care at Manchester Royal Infirmary. It is always good to read such positive words in response to the conscientious work of our staff and wonderful to hear that you are doing great afterwards. We have forwarded your message for sharing with all the staff involved. Yours sincerely, The Patient Experience Team
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Review titled Amazing Staff
Rated 5 stars out of 5
by Paula Jeffreys - Posted on 27 June 2023
Following my Collapse at Stepping Hill Hospital on 20th March, where I had a Heart attack and Cardiac Arrest in the Reception area of A and E, I was sent in an ambulance for an emergency Stent to the MRI, and I was then admitted to the Acute Cardiac Ward, where I stayed for Five days before returning home. I would just like to say that I had the best care during my stay there and am truly grateful for everything all the Staff did for me and my Family. It really felt that the Staff who looked after me genuinely cared. Not just the Consultants I saw, but the Nurses, ward aids, cleaners, Tea makers who brought round those very welcome Cups of Tea in the Mornings and also the Diabetic, Cardio and radiograph Teams, who came regularly to chat to me and do their Various Scans etc. They were all just really kind, helpful and informative. The Consultant I saw on my recent Follow up appointment, was the Consultant who had performed my Stent Procedure, and he was so kind, reassuring and truthful, taking the time to answer all my Questions, which is definately what you need. I am truly grateful to everybody who was involved in looking after me and for all the reassurances that they also gave to my Family which they also really needed. Thankyou everybody so much for everything you did for me. Xxx
Visited Cardiology on March 2023
Review titled Manchester Royal Infirmary
Replied on 28 June 2023
Thank you for taking the time to share your positive feedback regarding your experience at the Acute Cardiac Ward at 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 felt so well cared-for throughout your stay. We have forwarded your message for sharing with all the staff involved who will really appreciate your comments. Yours sincerely, The Patient Experience Team
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Review titled Getting in touch
Rated 3 stars out of 5
by Warren Marsden - Posted on 18 March 2023
Disgusting phone service trying 4 hours for information to no avail regarding admission of 82 year old with serious health problems could not find anything out ,needs looking into asap
Visited Accident and emergency services on March 2023
Review titled Manchester Royal Infirmary
Replied on 14 July 2023
Thank you for taking the time to share your comments. We were sorry to learn of your unsatisfactory experience within our emergency department. We hope we can assure you that the Trust strives to provide patients with excellent care and experience, so we are sorry that we did not achieve it for you on this occasion. Your comments have been sent to the management team to raise at their next team meeting. It is challenging to respond to all posts in a full way often because of a lack of detailed information, therefore if you would like to discuss your experience with us in more detail, please do not hesitate to contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686, referencing PO23/0029 or by e-mailing pals@mft.nhs.uk. Yours sincerely, Patient Experience Team.
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Review titled Very poor service from X-ray
Rated 1 star out of 5
by Andrew podmore - Posted on 03 March 2023
Very poor service from X-ray Had a mri scan book in for 13.45 on 03/03/2023 checked in at 13.30 and got told to wait in waiting room 2 which I did I waited there to 14.15 nothing so went back to check in and got I was waiting the wrong place for the mobile mri scan and got I will have to wait till they a space for me but it they do not how long
Visited Don't know on March 2023
Review titled Manchester Royal Infirmary
Replied on 14 July 2023
Thank you for your feedback via the NHS / Care Opinion website. We were sorry to learn that your experience was not as positive as we would have hoped when you attended your MRI scan. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible. In response to your comment, I can only assume that when you were booked in that the receptionist did not note which scanner you were booked on to and assumed you were booked on the departments scanner. This consequently meant that the appointment slot was missed and the radiographers would then be dependent on another patient cancelling or not arriving for their appointment in order to fit your scan in. I would like to apologise for this and have raised your concerns to the office manager who will remind staff of the importance of checking which scanners patients are appointed to. Hopefully this will ensure that others don’t experience the same issues as you did. It is difficult to respond to all posts in a full way often because of a lack of detailed information, therefore if you would like to discuss your experience with us in more detail, please do not hesitate to contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO23/0037. Yours sincerely, Patient Experience Team.
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Review titled Poor communications
Rated 2 stars out of 5
by Anne D - Posted on 21 March 2023
My son was admitted for neck surgery, due to cancer of the throat. No visitors due to covid free ward. He's been in 2 days, I cannot find out how he is. Passed from pillar to post. Nobody answering their phone. I'm in bits, not knowing how he is. Spending another night worrying. His cancer is enough to deal with, without being without knowing his family care.
Visited General Surgery on March 2023
Review titled Manchester Royal Infirmary
Replied on 14 July 2023
We were very sorry to receive your comments and concerns via the NHS / Care Opinion website about your experience trying to contact the hospital. It is very difficult to respond to the specific concerns you have raised without being able to investigate your concerns in more detail. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about your experience. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO23/0027 they will be able to discuss this with you. Yours sincerely, Patient Experience Team.
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Mark Armstrong - Posted on 04 March 2023
Impossible to get an appointment! choose and book doesnt work and no one answers the phones. My one remaining leg will rot and I will end up having both legs amputated
Visited Vascular surgery on March 2023
Review titled Manchester Royal Infirmary
Replied on 14 July 2023
We were very sorry to receive your comments and concerns via the NHS / Care Opinion website about your experiences with the choose and book system and being able to get an appointment, we received this on the 22nd May 2023, and sincere apologies for the delayed response. It is very difficult to respond to the specific concerns you have raised without being able to investigate your concerns in more detail. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about your experience. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO23/0036 they will be able to discuss this with you. Yours sincerely, Patient Experience Team.
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Review titled Depressing service for visually impaired
Rated 2 stars out of 5
by Kai Barclay - Posted on 03 February 2023
My mother was made to feel uncomfortable and was degraded for having a guide dog. Attending a 15:15 appointment today my mother was told to move 'over there' which is not helpful for someone who is blind, and was screamed at by a nurse for having a guide dog. To have this sort of attitude in the 21st century is deplorable. I can understand two hours delay with all the chaos of the world at the moment, but to be degraded for being blind is shocking. Even then the same nurse tried to test an eye which is prosthetic? Its laughable if it wasn't for the fact she's clearly not read the notes for the appointment.
Visited Don't know on February 2023
Review titled Manchester Royal Infirmary
Replied on 14 July 2023
Thank you for your feedback via the NHS / Care Opinion website. We were sorry to learn that your experience was not as positive as we would hope at Outpatient service in MREH. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible. In response to your comment the OPD Matron has looked into the concern and can reassure that the Outpatient team has embedded an effective communicative tool to ensure patients are checked regularly in the atrium and in the clinic. In addition, Matron is the process of providing extra training to all staff regarding the visual impairment awareness study session. Matron would like to sincerely apologise to your mother for the poor experience and the way it made your mother feel. While OPD continues to strives to improve the service Matron can reassure that this is one off situation and it doesn’t reflect the high standards OPD service provide on a day to day service. Should you remain dissatisfied and wish to discuss your experience further, please contact the Patient Advice and Liaison Service (PALS) at your earliest opportunity on telephone 0161 276 8686, or email pals@mft.nhs.uk quoting case reference number PO22/01540030, and they will do their best to address your concerns. Yours sincerely, Patient Experience Team.
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Review titled 11 hour wait at A&E
Rated 4 stars out of 5
by Anonymous - Posted on 25 February 2023
I was admitted to A&E with chest pain and a history of cardiac issues. Every staff member I met was lovely and cooperative but the wait time was atrocious. When I was booked in, the PA said the wait time was 6 hours. 6 hours later, it changed to 9.5 hours. It ended up being 11 hours until I was seen by a doctor to discuss my test results and be discharged. He mentioned a follow up appointment but didn't give any details so I had to chase up the heart clinic and my GP, which I don't believe is the standard procedure. Everyone is trying their best but clearly they're too underfunded and no one wants to be a doctor or nurse because of this.
Visited Accident and emergency services on February 2023
Review titled Manchester Royal Infirmary
Replied on 14 July 2023
Thank you for taking the time to share your comments. We were sorry to learn of your unsatisfactory experience within our emergency department. We hope we can assure you that the Trust strives to provide patients with excellent care and experience, so we are sorry that we did not achieve it for you on this occasion. Your comments have been sent to the emergency department team to raise at their next team meeting. Should you remain dissatisfied and wish to discuss your experience further, please contact the Patient Advice and Liaison Service (PALS) at your earliest opportunity on telephone 0161 276 8686, or email pals@mft.nhs.uk quoting case reference PO22/01540047, and they will do their best to address your concerns. Yours sincerely, Patient Experience Team.
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Information supplied by Manchester University NHS Foundation Trust