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 Great service
Rated 5 stars out of 5
by Julia - Posted on 16 August 2024
All staff very helpful and knowledgeable. Seen on time, staff answered my questions. Procedure performed well by doctor. Consultant great. Thank you all.
Visited Urology on July 2024
Review titled Manchester Royal Infirmary
Replied on 19 August 2024
Dear Julia Thank you for your positive comments posted on the NHS / Care Opinion website regarding the care you received from the Urology team at Manchester university NHS Foundation Trust (MFT) 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 that the staff were very helpful and knowledgeable, you were reviewed on time and that your questions were responded to, prior to your procedure being undertaken by the doctor. I can assure you that we have passed on your thoughts to the Head of Nursing and Clinical Head of Division for Surgery and Theatres, who will share your comments with the staff involved. Yours sincerely Patient Experience Team
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Review titled Not listened to as a patient
Rated 1 star out of 5
by Helen Wheeldon - Posted on 11 July 2024
Visited ane after being referred by 111. Experienced abdominal pain and was told I was fine after an examination of my stomach. Later reading my discharge notes the information recorded was inaccurate and not true. I am now not further in as to what is wrong with me and experiencing severe abdominal pain.
Visited Accident and emergency services on July 2024
Review titled Manchester Royal Infirmary
Replied on 18 July 2024
Hi Helen, Thank you for providing your feedback regarding your experience in the Emergency Department (ED). The Trust aims to provide patients with effective communication, and we are so sorry to hear the information recorded on your discharge notes is inaccurate and not true. All concerns are taken seriously and should you wish the team to look into your concerns further, please contact 0161 276 4147. Alternatively, you can contact the Patient Advice and Liaison Service (PALS) on telephone 0161 276 8686, or email pals@mft.nhs.uk, quoting reference number PO24/00084. Kind regards, Patient Experience Team
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Review titled Great ward awful food and not clean
Rated 5 stars out of 5
by Anonymous - Posted on 12 June 2024
The staff are lovely on the ward on Elective Treatment Centre. Couldn’t do enough for you. So kind and helpful. Credit to the Nhs. but the food was stone cold and inedible, the ward was filthy not one cleaner seen doing cleaning around beds there were used swabs on the floor, lots of dust, the corridors outside of the ward was filthy there was food on the chairs and it was there from the minute I went to visits at 2pm til when my mother was discharged at 7:50pm! It’s a disgusting hospital. You’ll definitely come out with something you didn’t go in with. I’d recommend someone taking their own cleaning supplies. No air conditioning. On one bit of the ward but on the other there was. Strange. Mum got admitted at 7:00am and didn’t have her surgery until 4:30pm!!! Absolutely ridiculous. I think from now on if we had to go somewhere we would request wythenshawe. Atleast you can guarantee the food is better. How are you meant to get better if your food is so cold but the plates are hot. You’ll end up with food poisoning. The sandwiches are rock hard. The cleanliness let the ward down and the hospital too. It’s meant to be a sterile environment, clearly the Sodexo staff have never had training on how to clean. Or how to heat food properly! So disheartening. Glad my mum is home now no risk of catching bugs or contracting food poisoning
Visited General Surgery on June 2024
Review titled Manchester Royal Infirmary
Replied on 20 August 2024
Dear Anonymous, Apologies for delay in responding, we had to ensure all correct persons, received and responded to your experience. Thank you for providing feedback regarding your experience in the Elective Treatment Centre (ETC) at Manchester Royal Infirmary (MRI). Your feedback has been shared with Ms Judith Duncan, Matron of the Elective Treatment Centre and Mrs Lorna Kerfoot, Director of Facilities (Oxford Road Campus). Matron Duncan would like to thank you for your comments relating to the staff on the Elective Treatment Centre and will ensure your comments are shared with them. Matron Duncan would like to apologise that your mother experienced a delay for her surgery and that the food and cleanliness standards were not satisfactory. This is not the standard we expect for our patients. Mrs Kerfoot was extremely disappointed to hear of your experience of the Trust’s Estates and Facilities services and is sorry for your experience during your visit to the MRI. Mrs Kerfoot has advised that there are strict cleaning schedules which are routinely checked and monitored by the supervisors and assessed through quality audits. Mrs Kerfoot has shared your feedback with the Domestic Management Team and the ward to review the cleaning in the area and ensure that standards are monitored, and that any additional training or support is provided to ensure that the standards are maintained. Mrs Kerfoot also advises that Estates and Facilities are working closely with the ward to understand and address the complaints quickly. Mrs Kerfoot would also like to reassure you that all food is served in line with Food Standards and that Hazard Analysis and Critical Control Points (HACCP) processes are adhered to and audited regularly by internal and external auditors. Please accept our apologies if the food on this day did not meet your expectations. Our Patient Dining Team receives regular training in their respective departments, and we monitor their standards as part of our audit process. Mrs Kerfoot would also like to reassure you that we use the same high standards and food suppliers across sites. Mrs Kerfoot would like to further understand your experience and would like to offer you an invite to our Patient Dining Forum, which you can join by emailing irena.tucker@mft.nhs.uk, to discuss your experience. Kind Regards, Patient Experience Team
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Review titled Amazing care
Rated 5 stars out of 5
by Karen Carrington - Posted on 01 October 2024
I was involved in an RTC in June of 2024. Unfortunately broke my hip, fractured my tibia, dislocated my ankle, completely smashed my foot and injured ligaments in my knee. The staff in A&E were amazing everybody I dealt with took the time to reassure me and to make sure I knew exactly what was going on. Everybody was professional and kind. I never felt worried at any point. Thank you for being fantastic
Visited Accident and emergency services on June 2024
Review titled Manchester Royal Infirmary
Replied on 02 October 2024
Dear Karen, Thank you for taking the time to share your feedback and for your positive comments regarding the care you received in the Emergency Department at Manchester Royal Infirmary after your road traffic collision. It is always good to read such positive words which reflects the hard work and dedication of the staff and you were treated with respect, given reassurance and kept well informed about your care. We will share your comments with the senior team and the staff involved in your care and we wish you well for your ongoing recovery. Kind regards, Matron ED
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Review titled Long stay, wonderful staff
Rated 5 stars out of 5
by Karen Carrington - Posted on 01 October 2024
I was involved in an rtc and had major trauma resulting in a month long stay at hospital. During my time I came into contact with so many different people I couldn’t even begin to name them and every single one treated me with respect. I am truly amazed by the treatment I received. I was kept informed and well looked after. Thank you all
Visited Major trauma on June 2024
Review titled Manchester Royal Infirmary
Replied on 22 October 2024
Dear Karen, Thank you for taking the time to share your feedback and for your positive comments regarding the care you received in the Emergency Department at Manchester Royal Infirmary after your road traffic collision. It is always good to read such positive words which reflects the hard work and dedication of the staff and you were treated with respect, given reassurance and kept well informed about your care. We will share your comments with the senior team and the staff involved in your care and we wish you well for your ongoing recovery. Kind regards, Matron ED
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Review titled Amazing people
Rated 5 stars out of 5
by Anonymous - Posted on 05 May 2024
I came in on the afternoon / evening after a referral from 111 and every person working there was so helpful, kind and reassuring from start to finish. I’ve had a few experiences in the past with NHS where I have left feeling patronised / like a burden / etc and this was not the case at all with my visit. Yesterday was some of the best care I have received and the doctor on duty was so reassuring and open minded. Hospital is such a scary place sometimes but I didn’t feel alone at all during my visit and was constantly checked on.
Visited Accident and emergency services on May 2024
Review titled Manchester Royal Infirmary
Replied on 07 May 2024
Dear Patient, Thank you for your positive comments posted on the website regarding the care you received at MRI. 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 Quality Lead who will share your comments with the staff involved. Yours sincerely Richard Medway Patient Experience Team
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Review titled Fantastic service
Rated 5 stars out of 5
by Nicola G - Posted on 12 April 2024
Came today to the MRI outpatients, we was unable to find the department, the ladies on the main desk on Manchester infirmary entrance 2 were really helpful and polite on directing us, on walking through the hospital to the department all staff were smiling and really polite to people in the hospital, on the MRI outpatients unit the staff was so helpful and polite and we was seen really quick, way before our appointment time, I have to say I’m really impressed with this hospital, we travelled a hour to get there and we had a great experience, shame our local hospital are not the same, but it’s really good to see that even though hospitals are really under pressure that you are treated with respect and dignity and the staff never show they are busy. Well done Manchester Royal.
Visited Don't know on April 2024
Review titled Manchester Royal Infirmary
Replied on 15 April 2024
Thank you for your positive comments posted on the NHS website regarding the care you received at Outpatients in MRI Hospital. 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 hospital staff were respectful, helpful, and polite, along with the 2-reception staff. Glad you had a great experience and fantastic service. I can assure you that we have passed on your thoughts to the Head of Nursing of MRI who will share your comments the staff involved. Yours sincerely Connor Thomson Patient Experience Team
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Review titled Careful and professional service
Rated 5 stars out of 5
by Andrew Taylor - Posted on 17 April 2024
I attended A&E after falling during the Manchester marathon. The attention I received was excellent; thorough yet still very friendly. Options were given to me regarding which procedures could be used which were clearly and carefully explained. Everyone involved in the treatment was excellent, again explaining what was about to happen. A special mention to the A&E doctor who led the process and also organised sandwiches and tea during our stay at the hospital. Thanks again to all involved.
Visited Accident and emergency services on April 2024
Review titled Manchester Royal Infirmary
Replied on 17 April 2024
Thank you for your positive comments posted on the NHS / Care Opinion website regarding the care you received at A+E at MRI. 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. Yours sincerely Richard Medway Patient Experience Team
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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
Information supplied by Manchester University NHS Foundation Trust