Manchester Royal Infirmary
Oxford Road, Manchester, Greater Manchester, M13 9WLContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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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.
Provided by Care opinion
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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.
Provided by Care opinion
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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.
Provided by Care opinion
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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.
Provided by Care opinion
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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.
Provided by Care opinion
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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.
Provided by Care opinion
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Review titled quality colorectal cancer team
Rated 5 stars out of 5
by Paul Partridge - Posted on 28 June 2023
Had bowel cancer removed this year. The whole process was well managed and made me feel at ease. Excellent communication with the consultant both prior and on the day of the operation.The after care team were brilliant. The food was really nice as well! Overall the service I received was as good if not better than private care. The nhs is without doubt the best thing ever created in the uk. Thanks.
Visited Colorectal cancer services on February 2023
Review titled Manchester Royal Infirmary
Replied on 30 June 2023
Thank you for taking the time to share your positive feedback regarding your experience of our cancer services 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 looked-after throughout your stay. Your other comments are especially gratifying. We have forwarded your message for sharing with all the staff involved who will really appreciate your comments. Yours sincerely, The Patient Experience Team
Provided by Care opinion
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Review titled Great Nurses
Rated 5 stars out of 5
by Peter Jackson - Posted on 20 February 2023
The other evening I has to bring my father from one hospital to the MRI to see vascular experts. He was quickly taken under the care of the excellent vascular registrar and another doctor. They were fantastic. He was admitted but whilst awaiting a bed becoming free was cared for by a fantastic nurse called Elouise. Brilliant care for My dad. Made me feel He was in great hands. Thank you
Visited Urgent Treatment Centre on February 2023
Review titled Manchester Royal Infirmary
Replied on 31 May 2023
Thank you for taking the time to share your positive feedback regarding your and your father’s experience at Manchester Royal Infirmary. It is always good to read such positive words in response to the conscientious work of our staff and compliments such as this mean a lot to the staff when they receive them. We have forwarded your message for sharing with Elouise and all the staff involved. Yours sincerely, The Patient Experience Team
Provided by Care opinion
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Review titled Helpful and rfficient
Rated 5 stars out of 5
by Anonymous - Posted on 01 March 2023
Liberty a secretary in orthopaedics has been so helpful and friendly when i require assistance . I feel they are left out of reviews as doing their job . In my experience some are more helpful than others and Liberty has always assisted me . Thankyou Liberty
Visited Don't know on February 2023
Review titled Manchester Royal Infirmary
Replied on 31 May 2023
Thank you for taking the time to share your positive feedback regarding the support which staff member Liberty gave you at Manchester Royal Infirmary. It is always good to read such positive words in response to the conscientious work of our staff and compliments such as this mean a lot to the staff when they receive them. We have forwarded your message for sharing with Liberty. Yours sincerely, The Patient Experience Team
Provided by Care opinion
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Review titled Shocking Trust
Rated 1 star out of 5
by Mark - Posted on 06 January 2023
Nothing but problems at this trust. Telephone appointments are supposed to be beneficial for the consultant and patient as there’s no need to to take off work for them, however when you have a telephone appointment booked then they should at least take the time to ring you. If they can’t then it’s most courteous to either call or email the patient to say they can’t make it. Not leave them swinging for an hour at work waiting for a call that’s not going to happen. If I’d have missed an appointment they would be fast to discharge back to my GP. When you ring them to remind them they r missed an appointment they ignore you. The pals team don’t bother answering the phone. Avoid this trust
Visited Don't know on January 2023
Review titled Manchester Royal Infirmary
Replied on 02 February 2023
Thank you for taking the time to share your experience and comments regarding the Trust’s telephone appointment system. We were sorry to learn of your unsatisfactory experience and disruption that this had to your work schedule and recognise how frustrating this would have been for you. The hospitals telephone appointment system has been under increased demand due to operational pressures, however I would like to assure you that every effort is made to provide patients with timely communications in this regard, however it is clear from your correspondence that we failed to achieve this on this occasion, for which we are sorry. I can confirm your comments have been shared with the senior management team at Manchester Royal Infirmary (MRI) who plan on discussing your concern further with the senior nursing and medical teams within MRI. With reference to the difficulties, you encountered when trying to contact the Trust’s Patient Advice and Liaison Team (PALS). The Trust aims to make PALS accessible to all its service users and we are sorry this was not your experience and again acknowledge how frustrating this must have been for you. I would like to assure you that a robust system is in place within the PALS Department with the telephone line being covered between the hours of 09:00 to 16:00 hours, Monday to Friday. Whilst the team do everything they can, during busy periods where call volumes are high, the system does enable callers to leave a voicemail message, following which all contacts receive a return call within 24 working hours. Please be assured that in order to enhance the current telephone system in place and to improve the experience for people accessing PALS a new telephone system is currently being implemented. This will ensure the PALS and Complaints process is streamlined, resulting in improved efficiency and service user experience. As the information that you have provided is anonymous, we are unable to investigate your specific concerns raised, however should you wish us to look into these further, please do not hesitate to contact PALS on 0161 276 8686 (leaving a voicemail if appropriate) or by e-mailing them direct at pals@mft.nhs.uk quoting reference number PO22/01540006.
Information supplied by Manchester University NHS Foundation Trust