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 Lloyds Pharmacy
Rated 4 stars out of 5
by Anonymous - Posted on 27 October 2023
On arrival at the desk to collect my prescription I was served by a person who was clearly accessing social media on their mobile phone whilst supposedly attending to me. I find this totally unacceptable and extremely unprofessional.
Visited Accident and emergency services on October 2023
Review titled Manchester Royal Infirmary
Replied on 05 December 2023
Thank you for providing your feedback. Our pharmacy manager would like to apologise for your experience. They have spoken to all the staff members who deal with prescription reception, and reiterated the importance of being professional. It has been made clear to staff that it is unacceptable to be using their phone when dealing with customers, and our pharmacy manager will ensure that this doesn’t happen again. Should you remain dissatisfied and wish to discuss your experience further, please contact the Patient Advice and Liaison Service (PALS) on telephone 0161 276 8686, or email pals@mft.nhs.uk, quoting reference number PO23/0116, and they will do their best to address your concerns. Yours sincerely, Patient Experience Team.
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Review titled Pharmacy
Rated 2 stars out of 5
by Kerry Jervis - Posted on 10 October 2023
Lloyds pharmacy who operate out of the MRI are a disgrace. The service is painfully slow with many staff just stood behind the counter chatting. The usual wait is 40 minutes even when there are a handful of people waiting. The contract should be given to another pharmacy.
Visited Don't know on October 2023
Review titled Manchester Royal Infirmary
Replied on 27 October 2023
Thank you for your feedback via the NHS website. We are sorry to learn that your experience was not as positive as we would hope at our outpatient pharmacy, Lloyds pharmacy. It is important to us that comments are heard and used as an opportunity to make improvements wherever possible. We are currently reviewing how medicines are available to our patients, following an outpatient appointment, and will ensure that your comments are fed into the process. Your concerns have also been raised directly with the department involved, so they can investigate and make the changes necessary to avoid other patients having the same experience. 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 PO23/0109. Yours sincerely, Patient Experience Team.
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Review titled Care truly at its best
Rated 5 stars out of 5
by Elaine - Posted on 06 October 2023
It is one thing to be professional but the care shown by the staff in this amazing unit went beyond that. The team were compassionate and genuinely caring not only to the patient but to the relatives too. When asked how do you get used to this the answer said it all’we don’t ‘ and that is why they are so good. Every patient and their family is special and they are cared for as individual people,looked after medically and emotionally. This is the NHS at its best so thank you.
Visited Intensive Care on September 2023
Review titled Manchester Royal Infirmary
Replied on 09 October 2023
Thank you for taking the time to share your positive feedback regarding your experience at the Intensive Care Unit 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 found the team so compassionate and caring. 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 8-month wait for urgent appointments
Rated 1 star out of 5
by Anonymous - Posted on 10 August 2023
I have been experiencing some severe and invalidating symptoms leading to severe pain and other adverse effects on my wellbeing. I needed multiple admissions to A&E followed by a suggestion to request an urgent referral to see a gastroenterologist. My GP sent an urgent referral and the replied with a letter asking me to phone them on a specific date if I didn’t receive an update by then. When I tried to phone them, an automatic message stated that if I received a letter asking to to phone them after a specific date, I should ignore this as they will give me an appointment ASAP. I left a voicemail and when they phoned me back, they told me the waiting list for an urgent appointment is 8 months; unless I am “lucky” enough to be dying, in which case I could ask my GP for another referral requesting to be seen within 2 weeks. Due to their waiting list, I am left with atrocious pain and no diagnosis or treatment for at least 8 months.
Visited Gastrointestinal and Liver services on August 2023
Review titled Manchester Royal Infirmary
Replied on 23 August 2023
Thank you for your feedback via the NHS website. We are sorry to learn that your experience was not as positive as we would hope It is important to us that comments are heard and used as an opportunity to make improvements wherever possible. In response to your comment, we unfortunately cannot book patients an appointment within 2 weeks unless they have been referred on this specific pathway. With regards to the voicemail, this is on due to the letter being sent from a external provider. The department receive hundreds of referrals each month and currently do not have the staff to call every patient to inform them of the above, which is why a decision was made to have this information on the voicemail service so patients are aware the timescale is not correct. Your concerns have also been raised directly with the external provider involved so that they can investigate make the changes necessary to avoid other patients having the same. It is difficult to respond to all posts in full often because of a lack of identifiable 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 PO23/0084.
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Review titled Excellent care
Rated 5 stars out of 5
by Anonymous - Posted on 16 August 2023
My husband was taken to MRI by ambulance following a vasovagal syncope. He was seen promptly and the tests and checks were very thorough. All the staff, particularly the doctors, were pleasant and friendly, reducing the stress of the situation. Even people I passed in the corridor would smile reassuringly - and that reassurance was very valuable at a worrying time. The hospital appeared clean and well organised. We were very grateful for my husband's care.
Visited Accident and emergency services on August 2023
Review titled Manchester Royal Infirmary
Replied on 18 August 2023
Thank you for taking the time to share your positive feedback regarding you and your husband’s 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 and he felt reassured and well looked-after throughout his 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 Excellent Colonoscopy Dept
Rated 5 stars out of 5
by Kay M - Posted on 23 July 2023
My first visit to the MRI. I attended for a colonoscopy yesterday. I hadn't even sat down in the waiting room when someone came for me. All the staff were wonderful from start to finish.I left with my dignity in tact. All the women were in one waiting room & men in a seperate one. Very well organised. I was kept informed about everything throughout the whole procedure. They could not have been kinder. Afterwards you get a cup of tea & a snack then someone goes over everything with you again.I was so well looked after. Rooms & toilets were very clean. No complaints at all.Big thank you to the team.
Visited Colorectal cancer services on July 2023
Review titled Manchester Royal Infirmary
Replied on 24 July 2023
Thank you for taking the time to share your positive feedback regarding your experience of the colonoscopy service 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 well informed and looked-after 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 Magnificent diagnostics
Rated 5 stars out of 5
by Elisabeth Campbell - Posted on 13 June 2023
Visited MRI Cardiology Diagnostics today, 13 June 2023 for an echocardiogram and consultation with the pacemaker team. Everything was done to the highest standards, and all the staff were polite and caring. Trainees were present, and one could see that they were receiving excellent teaching. The only slight blemish, which is in no way the fault of the medical staff, is the difficulty in entering the hospital site via Grafton Street and Nelson Street at the Grafton Arms to access the Grafton Street multi-storey car park, even for someone who has done the journey many time. Vehicle entry to the hospital site needs some serious improvement.
Visited Cardiology on June 2023
Review titled Manchester Royal Infirmary
Replied on 14 July 2023
Mrs Kerry Ann Wheat, Group Head of Security and Car Parking would like to thank you for taking the time to contact us regarding the issues you encountered when using the car parking services at the Trust. The Trust acknowledges that the Grafton Street/Nelson Street area leading the Grafton Street Multi Storey car park is a busy location due to the close proximity to our Emergency Department and one of our main hospital entrances. We are regularly reviewing our car parking facilities and adapting our areas as appropriate and where possible to accommodate the needs of our patients and visitors. We are working with our Property and Estates contractors in redesigning the area to provide a more accessible one way route accommodating taxi pick and drop off and a through route to the multi storey, whilst providing access for ambulances. We welcome your feedback on your experience and be reassured that we are looking to make improvements in this area. Yours sincerely, Patient Experience Team.
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Review titled Filthy
Rated 2 stars out of 5
by Anonymous - Posted on 12 June 2023
I’m currently sat in emergency treatment unit and it is filthy in both red and green zones. No place to dispose of general waste. Floors filthy with long term grime build up. No water available in area. People not using hand sanitiser. I’ve taken photographs to send to cqc
Visited Urgent Treatment Centre on June 2023
Review titled Manchester Royal Infirmary
Replied on 01 August 2023
Our Matron for Emergency Access and Urgent Treatment would like to offer her apologies that the standard of cleanliness in the department did not meet the expected high standards that we aim for. We have introduced regular walk rounds with our cleaning partner Sodexo and have introduced a weekly audit for ‘standards of cleanliness’. We are now seeing improvements in the standard of cleanliness across the department. We have water fountains across the department and in areas without fountains, we have provided hydration stations with jugs of water/disposal cups which are regularly monitored. As it is still a choice for staff and members of the public to wear protective face masks within our department, we do not provide general waste bins within our clinical areas. As face masks are regularly disposed of, it would provide an infection risk if they were placed in the incorrect bin. There are general waste bins outside the premises but not in patient areas or corridors. 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 PO23/0059, and they will do their best to address your concerns. Yours sincerely, Patient Experience Team
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Review titled Nobody answered
Rated 2 stars out of 5
by Yvonne - Posted on 13 June 2023
i have been trying to ring ent since 29/5/2023 and nobody answers the phone your given 4 other numbers to try by the voice mail left and when you ring these your given more numbers to try resulting back to the original number that gave you the 4 numbers in the first place my ear has a heart beat that's been there far to long the doctor sent an urgent letter stating that if I didn't hear anything back by 28/5/23 ,to ring them straight away but you can't get a bloody answer it's not fair I could have a serious issue and can't even speak to anyone at the ent department.
Visited Ear, Nose & Throat on June 2023
Review titled Manchester Royal Infirmary
Replied on 01 August 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. Please accept our apologies for the difficulties you encountered. It is 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 PO23/0053 they will be able to discuss this with you in order to achieve resolution. Yours sincerely, Patient Experience Team.
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Review titled Nephrology booking office staff are rude
Rated 3 stars out of 5
by Anonymous - Posted on 21 June 2023
I called to cancel my brothers appointment, as he is not in the country anymore. The lady on the phone was very unpleasant to talk to and finally she hanged the phone before she confirmed they cancelled the appointment. So rude! (21st June in the afternoon). No need to be like that!.
Visited Nephrology on June 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 with our Renal Medicine booking team. 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. Please be assured we have escalated to the team concerned, as we take Patients and Service users’ comments very seriously as they help us monitor and improve our services 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 that you have been advised to do so via NHS Website, 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