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 Amazing practice
Rated 5 stars out of 5
by Anonymous - Posted on 24 December 2022
Very well looked after on ward 12 and staff and nurses were amazing nothing was to much trouble and mind put at ease
Visited Emergency Abdominal Surgery on December 2022
Review titled Manchester Royal Infirmary
Replied on 04 January 2023
Thank you for taking the time to share your positive feedback on the NHS website regarding your care received on Ward 12, Manchester Royal Infirmary. 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 and all the staff involved. The Patient Experience Team
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Review titled Excellent Experience
Rated 5 stars out of 5
by Anonymous - Posted on 15 December 2022
My mum attended the Dept. of Nuclear Medicine today (15/12) for a scan . She was extremely nervous however she said the whole experience was excellent. She was seen on time and was very well looked after by Pa & Cl. My auntie escorted her and she was kept well informed of what was happening. The admin. team pre-procedure were also very helpful and professional giving all the information that she needed by phone i,n light of the postal strikes.. The only criticism I would give is that I called ahead and spoke to Patient Advice and Liaison Service staff to check if there were volunteers at main reception to act as guides, or to take people to the correct dept. I was assured that there were but unfortunately there were none there and the dept. was some distance from main reception for her to walk - luckily she had allowed plenty of time to get to her appointment. Thank you.
Visited Don't know on December 2022
Review titled Manchester Royal Infirmary
Replied on 23 December 2022
Thank you for your positive comments posted on the NHS website regarding the care you received at the Department of Nuclear Medicine. 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 your mum was well informed throughout her appointment and that she received all the information she required pre-procedure via telephone in light of the postal strikes. On behalf of MFT, please accept our sincere apologies that we were unable to offer volunteer support to escort to reception. Due to unforeseen circumstances, overall volunteer numbers for meeting and greeting were reduced that day. Those in attendance may have been assisting other patients at the time. I can assure you that we have passed on your thoughts to the Matron who will share your comments the staff involved. The Patient Experience Team
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Review titled Outside The Royal Eye Hospital
Rated 4 stars out of 5
by Anonymous - Posted on 01 December 2022
I entered the hospital today through the entrance at The Eye Hospital to reach Rheumatology. I have done this regularly lately. I am disgusted by the hundreds of cigarette butts lying on the floor next to the entrance. This being a hospital, I would have thought more care would be taken to clear this up. Terrible first impression and very unpleasant to walk past. Surely, a bin or ashtray would help or ban smoking . I also noticed a patient sitting on the ground at the entrance smoking. Not nice at all.
Visited Don't know on December 2022
Review titled Manchester Royal Infirmary
Replied on 28 December 2022
Ms Claire Doran, Deputy Technical Director (Oxford Road Campus) has advised that all external areas are cleaned daily each morning and we encourage jobs to be logged internally if an issue arises and we rely on the general public and visitors to identify issues. Ms Doran can confirm that the Trust has recently initiated a publicity campaign to draw attention and promote SmokeFree sites throughout the organisation. Smoking on NHS premises continues to be a challenge, especially enforcing compliance on a daily basis, and we are exploring innovative ways to reflect best practice and ensure that our hospitals are working towards meeting national guidelines. Ms Doran has confirmed that your concerns have been escalated to our service provider, the litter has been removed and they have ensured that the cleanliness of the site is maintained and monitored. Ms Doran would also like to apologise for your unsatisfactory experience of our services and the distress this has caused you and hopes you will accept her assurance that the issues you raised have been taken seriously. If you would like to discuss your concern in further detail please contact the Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO22/0134, and we will be able to investigate your individual issues and respond directly to you. Kind Regards, Patient Experience Team
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Review titled Poor communication and department organisation
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2022
I attended an appointment with my mother who had actually come into the gynaecology department. During this she was sent to have her leg checked due to swelling and a potential blood clot. For this we had to see a triage nurse so waited 2hrs in A&E, then she was sent to ACU for a scan. Here they took her blood, where she was told it had then gotten too late for a scan but she had to wait for her blood results. We waited from 18.30 - 21.30 where she still had been seen by a doctor regarding further appointments, at this point we were told she had to come back the following Monday for a scan, but without an appointment. Then on the journey she received a call to say she should have been given blood thinners before leaving. We returned Monday, waited during this time nurses wanted to go over the same checks as Friday, as if they hadn’t even checked her file. When she went for a scan she was then told she should have had an appointment and by chance they had fit her in, otherwise it would have been 17.00 for a slot bearing in mind we arrived for 9am to avoid the waits experienced on Friday. After this she was told there was no clot but was rudely told she had to wait 4 hours to see a doctor at which point we left. Overall communication was poor, the organisation of the ward was terrible, there was not privacy when doctors spoke to other patients as they were sat so closely in the same room, with no curtain and the fact the doctor had wanted to prescribe blood thinners before knowing if there was a clot is quite concerning. Not to mention treatment of other patient's on the ward that I witnessed. I appreciate the NHS is underfunded, with few staff that are overworked and underpaid but the lack of even what I class as general customer service skills is really sad, frustrating and worrying. Fortunately this isn’t my local hospital and I wouldn’t advise anyone to come here unless absolutely necessary.
Visited Don't know on November 2022
Review titled Manchester Royal Infirmary
Replied on 02 December 2022
Thank you for comments following your visit to the Emergency Department (ED) at MRI, we are very sorry to hear that your attendance did not meet the high standards that are expected for our patients. Please accept our apologies for the long waiting time, at present, 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 (including same/next day Urgent Treatment Centre appointments, Same Day Emergency Care and Patient Initiated Follow Up) at times there is an imbalance between our ability to see patients in a timely manner, particularly those of lower acuity. We would also like to assure you that the emergency department is currently undergoing a £45 million redevelopment project to improve the facilities for its patients and staff, which will address some of the concerns you raise. Should you wish to discuss your experience with us further please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO22/0120.
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Review titled 10 hour wait
Rated 1 star out of 5
by Anonymous - Posted on 02 October 2022
I went to the a&e on a Saturday at 2am because I had a uti that was so bad that I had reached the point of peeing blood. It had occurred the same day and developed rapidly, so I was in pain to the point where I physically couldn’t wait for Monday to arrive to receive antibiotics. However, after waiting for 10 hours and not getting any help I made the decision to leave and find a walk in clinic since the pain is too bad. The shift between doctors was made at 8am and we were only people from the night before. We were 6 people left who had all been there for a minimum of 9 hours. However, everyone who came from 8 and onwards got seen by a doctor before us.
Visited Accident and emergency services on October 2022
Review titled Manchester Royal Infirmary
Replied on 16 November 2022
Thank you for comments following your visit to the Emergency Department (ED) at MRI, we are very sorry to hear that your attendance did not meet the high standards that are expected for our patients. Please accept our apologies for the long waiting time, at present, 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 (including same/next day Urgent Treatment Centre appointments, Same Day Emergency Care and Patient Initiated Follow Up) at times there is an imbalance between our ability to see patients in a timely manner, particularly those of lower acuity. Should you wish to discuss your experience with us further please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO22/0089.
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Review titled Poor Service
Rated 2 stars out of 5
by Anonymous - Posted on 27 October 2022
A month ago I was referred to the ENT dept. by a consultant at another hospital. As I have had no confirmation of my details being received I rang ENT referrals/appointment number to ask if they had received the referral. I was told they had no record of me on their "system" but that if the referral was by letter they were now virtually 100% electronic and the consultant's secretary should re-submit the referral letter electronically. I assume by this they mean via email. Unfortunately, the consultant's secretary doesn't have the MRI ENT email address and asked me to obtain it for her. So yesterday I left a message on the ENT answerphone for someone to ring me. Today I still have had no response. I also left a message for three days running on 701 3304 also without response. After three days perhaps no one actually checks for messages on this number and if so maybe patients/enquirers shouldn't be encouraged to leave a message in the mistaken belief someone might actually respond? I understand the CQC said the MRI was in need of improvement. In my limited experience thus far I regret to say that would appear to be an over generous assessment.
Visited Don't know on October 2022
Review titled Manchester Royal Infirmary
Replied on 24 November 2022
Thank you for your comments regarding your experience with the Ears, Nose and Throat (ENT) Department at Manchester Royal Infirmary (MRI). Unfortunately, we are not able to look specifically into your episode of care as the feedback is anonymous, however we would like to apologise that your experience did not meet your expectations. We are sorry to hear of the delay you have faced in getting through to the ENT Department as this is not the level of service we wish to offer our patients. The person responsible for the telephone you have been contacting has come back yesterday from a period of leave, however we would expect this to have been communicated on the answer machine message, and so this is something we will discuss with the employee along with the importance of responding to any messages left on answering machines on the day they are left where possible as our best practice. We will retrain the team member accordingly on telephone standards and etiquette. A referral from consultant to consultant can be sent to us via post or email through the secretarial administration team and will then be uploaded to our electronic system and will be suitably triaged by the named consultant to ensure the referral can be processed correctly and booked into the most suitable and relevant clinic for the patient.
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Review titled Such good staff!
Rated 4 stars out of 5
by Tony Meheran - Posted on 26 October 2022
My 91 years old mother was admitted after passing out and falling at home and, I have to say, she received nothing but the highest level of professionalism, treatment and courtesy throughout her time there. From the paramedics that arrived on scene to the doctor, X-ray practitioner, scan practitioner and nurses I can only offer my thanks for and appreciation of their efforts. On a day when A&E was clearly under immense pressure due to the number of people waiting for treatment I can only state my admiration and appreciation of everything that everyone did for her.
Visited Accident and emergency services on October 2022
Review titled Manchester Royal Infirmary
Replied on 16 November 2022
Dear Tony, Thank you for your positive comments posted on the NHS website regarding the care your mother received at MRI in A&E. 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 all members of staff delivered great care. I can assure you that we have passed on your thoughts to the Head of Nursing who will share your comments the staff involved. The Patient Experience Team
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Review titled Good Service
Rated 5 stars out of 5
by Anonymous - Posted on 19 October 2022
Attended the A and E today as I had illness over night making critical treatment difficult to take. I thought the staff were brilliant but the department is overstretched wish the was a side room for very poorly patients being ill with pain and sickness to wait in the chairs were hard for the poorly people to sit on esp as the wait times were 13 hours. Cannot fault the staff though yhey were great.
Visited Accident and emergency services on October 2022
Review titled Manchester Royal Infirmary
Replied on 02 December 2022
Thank you for your positive comments posted on the NHS website regarding the care you received at MRI in A&E. 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. We are very sorry to hear that all aspects of your attendance did not meet the high standards that are expected for our patients. Please accept our apologies for the long waiting time, at present, 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 (including same/next day Urgent Treatment Centre appointments, Same Day Emergency Care and Patient Initiated Follow Up) at times there is an imbalance between our ability to see patients in a timely manner, particularly those of lower acuity. We would also like to assure you that the emergency department is currently undergoing a £45 million redevelopment project to improve the facilities for its patients and staff, which will address the concerns you raise. Should you wish to discuss your experience with us further please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO22/0109.
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 29 October 2022
Spent hours waiting after being sent there by 111 just to be told by the doctor I must just be anxious because god forbid a young woman actually have something wrong with her. I went in with chest pain, tachycardia and dizziness and they did absolutely nothing for me. Would not recommend anyone go there.
Visited Accident and emergency services on October 2022
Review titled Manchester Royal Infirmary
Replied on 18 November 2022
Thank you for comments following your visit to the Emergency Department (ED) at MRI, we are very sorry to hear that your attendance did not meet the high standards that are expected for our patients. Please accept our apologies for the long waiting time, at present, 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 (including same/next day Urgent Treatment Centre appointments, Same Day Emergency Care and Patient Initiated Follow Up) at times there is an imbalance between our ability to see patients in a timely manner, particularly those of lower acuity. As you have provided your feedback anonymously, we are unable to investigate whether you received the appropriate care. If you would like us to look into this further please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO22/0115.
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Review titled Excellent care
Rated 4 stars out of 5
by Michelle Hampton - Posted on 18 September 2022
Thank you to the kind & caring staff on the night shift Saturday 17th September 2022. Taking care of my 17yr old drunken son!, your patience & kindness is very much appreciated. A huge thank you for the dedication you must need to apply within the A&E department. From my brief visit I could see how hard you all work in a very challenging environment. The commitment to your job is very much appreciated, thank you.
Visited Accident and emergency services on September 2022
Review titled Manchester Royal Infirmary
Replied on 11 October 2022
Dear Michelle, Thank you for your positive comments posted on the NHS website regarding the care your son received in MRI, Accident and Emergency. 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. I can assure you that we have passed on your thoughts to the Head of Nursing who will share your comments the staff involved. The Patient Experience Team
Information supplied by Manchester University NHS Foundation Trust