Northern Care Alliance NHS Foundation Trust
Mayo Building, Salford Royal, Stott Lane, Salford, M6 8HDPatient ratings and reviews
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Reviews
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Review titled shocking customer call center
Rated 3 stars out of 5
by STEVE KANE - Posted on 08 November 2023
I was sent a Letter for a Urology appointment as i was going to have surgery before the date i needed to cancel this , so rang number on the letter 0161 206 4100 after listening to press 1 for this press 2 for that and so on . i found that the number i needed to ring for Urology was totally different from the one that is on the appointment letter. Group Patient Access & Administration you need to pull your finger out and firstly give patients the correct information and also do something about this press this for that press this for this . I dont think for one moment i will get a reply because those that run the nca dont care about giving the right information they are very good at telling you that lost appointments cost £160 but try to contact them is useless
Visited November 2023
Review titled Northern Care Alliance NHS Foundation Trust
Replied on 14 November 2023
Dear Mr Kane Thank you for taking the time to raise your concerns about recent difficulty contacting the Urology team and we are sorry to hear that you did not find this a positive experience. We will ensure we pass on the details of your frustrations to the senior leadership team within Group Patient Access & Information. If in the meantime you would like to formalise your concerns, please contact our Patient & Liaison Service (PALS) on 0161 778 5665 who can investigate this further. Kind regards The Patient Exrperience Team
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Review titled Excellent Experience
Rated 5 stars out of 5
by Alan S - Posted on 11 October 2023
I contacted 111 with a problem at 07.00am on a Sunday morning, I was immediately called back and given an 08:15am appointment. I arrived at A&E Salford Royal and was triaged immediately and within 10 minutes seen by a GP. I was referred to a specialist and seen and given medication and left the hospital by 11:30. A special thank you must go to receptionist and in particular the nurses in A&E who ensured I was dealt efficiently. First Class everyone
Visited October 2023
Review titled Northern Care Alliance NHS Foundation Trust
Replied on 12 January 2024
Dear Alan Thank you so much for taking the time to share such kind comments about your experience receiving care at Salford Royal. These have been shared with the senior leadership team so they can cascaded to the colleagues involved in your care. We also hope you will accept our apologies in responding so late to your post, we normally try to reply to all comments within a timely manner and are sorry we was not able to do this on this occasion. The Patient Experience Team Northern Care Alliance
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Review titled Fantastic care
Rated 5 stars out of 5
by Carol Crane - Posted on 17 October 2023
I took my friend to a+e at Fairfield hospital, as she had been on treatment for a chest infection but was no better at the end of the abx. Tried to get in at her gp, but no appts so went to a+e As soon as she was in triage, the nurses came to start her care, seen by dr within a few mins, X ray , bloods etc all within the first 30 mins. She was admitted for 2 days to continue her treatment. Exceptional care, thank you all.
Visited August 2023
Review titled Northern Care Alliance NHS Foundation Trust
Replied on 12 January 2024
Dear Carol Firstly, please accept our apologies for our late response to your post, we try to normally reply within a timely manner so please do not think your comments are not important to us. We were delighted to hear about you and your friends positive experience at Fairfield A&E and that you felt our staff delivered exceptional care. We will ensure the leadership team have sight of your kind comments so they can be shared with the staff involved in her care. Once again, please accept our apologies for the tardy reply and thank you for taking the time to share your kind comments. The Patient Experience Team Northern Care Alliance
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Review titled Inadequate treatment and poor communication
Rated 1 star out of 5
by Anonymous - Posted on 26 June 2023
I had to come into Rochdale for the orthopaedic fracture clinic after seeing someone at another hospital. The consultant was actually really obnoxious and didn’t communicate well. None of the nursing staff in the department seemed to care about the way people were treated and didn’t check on their wellbeing. Long waits. I am not pleased with the experience and unless completely necessary I wouldn’t go there in the future. I don’t have a problem with Rochdale infirmary it’s the fracture clinic and orthopaedic staff which I know is run via Oldham Hospital.
Visited May 2023
Review titled Northern Care Alliance NHS Foundation Trust
Replied on 12 January 2024
Dear Anonymous Firstly may we apologise for only responding to this comment now, we try to respond to any posts within a timely manner. We appreciate considerable time has passed since your visit to the fracture clinic and do not want you to think your comments are not important to us. We have forwarded your feedback to the senior leadership team for review but also encourage you to contact our Patient & Liaison Service (PALS) should you wish to escalate this matter further, as they will be able to identify your care episode and the staff involved. They can be contacted on 0161 778 5665 between 09:30 hours and 16:30 hours Monday to Friday or drop into one of the PALS offices on each hospital site or email: pals@nca.nhs.uk. Once again, we hope you accept our apologies for this late reply. The Patient Experience Team Northern Care Alliance
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Review titled 9 hour wait in A&E
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2023
I went to A&E with my elderly parents as my Father has a large Kidney stone and they said to come back before his op if it flared up. The tanoy announced 4 hour wait when we got A&E and increased to 9 hours as we waited. My elderly parents (80's) were in for 18 hours just to get a blood test and scan. It was 9 hours before we got the blood test! This is in Summer and with no major incidents or pandemic. It has basically collapsed tot he point it isn't treating people in A&E even where the issue is known and urgent care may be needed (It was possible my Father would have needed an op there and then if the stone had caused blockage or infection but that would have festered for 18 hours while he was in hospital at least. We also requested pain killers more than once and were told they would come but he never received any. I'm not blaming staff. I blame the management, council and government who have systematically destroyed our health service. And despite brining in millions more people they have closed and diminished hospital capabilities. We have our local hospital yet we have to travel 10 miles to another hospital and spend 18 hours there without basic care.
Visited May 2023
Review titled Northern Care Alliance NHS Foundation Trust
Replied on 22 May 2023
We are very sorry to hear about the delay you experienced in our emergency department at Salford Royal Hospital, and we recognise that this must have been very challenging for you and your parents. We would like to re-assure you that the Trust strives to provide patients with excellent person-centred care and experience, so we are disappointed we did not achieve this on this occasion. We would like to take this opportunity to apologise for the extended wait time, along the delays in receiving pain relief and we do hope that your father is feeling better. We welcome all comments and having the opportunity to learn from your feedback and have forward your post to the senior leadership team, so they have sight of your feedback. We recommend that if you would like to discuss your experience in more detail please contact our Patient Advice Liaison Service (PALS) so they can escalate your case on 0161 778 5665 or email them directly on pals@nca.nhs.uk quoting that you have been advised to do so via the NHS Website. Kind regards Patient Experience Team Northern Care Alliance
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Review titled Just superb!
Rated 5 stars out of 5
by Isabella Freeman - Posted on 10 December 2022
I went for a colonoscopy today at Royal Oldham. Never been ill or spent anytime in hospital so didn't know what to expect. The whole process was seamless. The staff, from reception, nurses and the Consultant were so friendly and caring and explained the whole procedure and updates throughout. I opted for gas and air and watched on camera everything going on. Quite amazing seeing inside my body. And it wasn't painful. Thank you for looking after me so well and showing such compassion and care. 5 stars!
Visited December 2022
Review titled Northern Care Alliance NHS Foundation Trust
Replied on 03 January 2023
Dear Isabella Thank you for taking the time to tell us about your experience of colonoscopy at the Royal Oldham Hospital. Its great to hear that our staff were friendly, caring and explained the procedure to you. I will pass your comments over to the team. Kind regards The Patient Experience Team
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Review titled Marvellous service from start to finish
Rated 5 stars out of 5
by Martin Richards - Posted on 22 November 2022
I came into Salford Royal with my brother-in-law who was suffering with concussion following a fall. On arrival we were immediately checked in after a brief assessment and then straightaway were received more formally, further details taken, given full information on next steps and advised that after (probably) a fairly prompt triage assessment we may be in for a four hour wait ! It was maybe nearer to three - but why not?! Because in the period that followed - with some delays, inevitably - we had an almost immediate, thoughtful and thorough assessment from a senior nurse, then a frankly delightful, caring, but tough assessment from a junior doctor who explained next steps gently but clearly, including that she would be consulting with her senior to confirm that a precautionary scan might be best. After another acceptable wait she confirmed that the scan would indeed take place. Another short delay. We think two more urgent cases got ahead of us in the queue - again, why not ?! For a relatively nervous patient, the scan was swift and anxiety free. We did, to be fair, wait in a corridor for the results, but if anything that gave us a birds-eye view of the clamour all around us. And within no time the same exceptional junior doctor who saw us originally came up to us, gave us the results in person and handed us a written record. Four hours, start to finish, on an increasingly busy Saturday in Salford We’d have loved to be in and out in 20 minutes. But we were well received, had professional care supported by serious technology But more importantly than all of that my brother-in-law arrived “petrified” by his condition - and came four hours later dramatically re-assured All staff were excellent - our “junior” doctor (what ridiculous terminology for such a quality professional) was outstanding Thank you !
Visited November 2022
Review titled Northern Care Alliance NHS Foundation Trust
Replied on 03 January 2023
Dear Martin Thank you for taking the time to tell us about your brother in laws experience of our services. Its great to hear that you both had a positive experience of out services and that our staff we able to reassure your brother-in-law. Kind regards The Patient Experience Team