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 Fantastic care and treatment
Rated 5 stars out of 5
by Anonymous - Posted on 02 February 2024
Everyone who dealt with me when I attended gave the highest level of service. The receptionist was helpful and gave a welcoming smile, the nurse who weighed me and took my blood pressure was calm and friendly. The doctor I saw showed genuine interest and gathered a clear history from me. She explained everything clearly in lay terms and she gave really helpful advice and information, arranging a forward referral. She had a really friendly approach and put me at my ease. Finally the nurse who gave me my injections helped me to stay calm (I hate needles!) and was efficient and gentle. I did not have to wait at all and I found the whole experience really supportive and positive.
Visited Rheumatology on February 2024
Review titled Manchester Royal Infirmary
Replied on 03 April 2024
Dear patient, Thank you for taking the time to share your positive feedback regarding your out-patient experience. 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
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Review titled Incredible patient care
Rated 5 stars out of 5
by Maddison - Posted on 20 February 2024
I arrived at day surgery today for some vocal cord surgery, very nervous as my voice is extremely important for me . As a clinician myself I always think bedside manner is extremely important along with clinical judgment and treatment and can make a patients bad experience a lot better. Today the HCA’s, Nurses, Doctors and especially my anaesthetists were incredible! They stroked my hand as I went into and came out of surgery, they spoke to me and laughed with me and supported me throughout. They appeared human and sometimes it’s hard to stay human as we deal with these medical issues everyday, sometimes we forgot that it might be work for us but it’s someone’s bad day or one of their worst days of their life perhaps and just a little human compassion and kindness can make all the difference. It’s experiences like this that show just how amazing the NHS is and some of the staff that work within. I just want to say a massive thankyou and I hope my patients feel the same about me as I feel about the staff that treated me today! Thankyou!
Visited General Surgery on February 2024
Review titled Manchester Royal Infirmary
Replied on 02 April 2024
Dear Maddison, Thank you for taking the time to share your positive feedback regarding your experience with the Head and Neck Specialities. 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. It is indeed the human connection that we need to be able to be understood and empathised with. We are glad you were able to feel it. 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
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Review titled Speedy, pleasant service
Rated 5 stars out of 5
by Claire C - Posted on 05 January 2024
I attended on the morning of 5th Jan and was immediately triaged then sent to UTC. My nurse and radiographer were amazing and I was all done within 1.5hrs. Great service! Thank you :)
Visited Urgent Treatment Centre on January 2024
Review titled Manchester Royal Infirmary
Replied on 08 January 2024
Dear Claire, Thank you for taking the time to share your positive feedback regarding your experience at the Urgent Treatment Centre at Manchester Royal Infirmary. It is always good to read such positive words in response to the conscientious work of all our staff and very pleasing to read your comment about a great service. 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 Shocking with A E service
Rated 1 star out of 5
by Sahrul Chowdhury - Posted on 24 January 2024
Visited A&E due to some health difficulties and seems like you might come back with more problems then what you have already. I have waited patiently for more then 8 hours and still wasn't lucky to be seen by a doctor. My question do people go to emergency services when then need some emergency medical attention if you're wanting 10/12 hours you might as well die in your home peacefully. I don't think any other countries in the world had worse A&E then Manchester Royal Infirmary.
Visited Accident and emergency services on January 2024
Review titled Manchester Royal Infirmary
Replied on 16 April 2024
Dear Sahrul Chowdhury, Thank you for taking the time to post your concerns about your long waiting time when attending the Emergency Department (ED) at Manchester Royal Infirmary (MRI). We are so sorry to hear that you had to wait more than 8 hours to be seen by the doctor but at present, the ED at MRI, like many ED’s across the United Kingdom, is experiencing high demand for services which can lead to longer waits in the department beyond the target quality standard to be seen, treated if necessary, and either discharged or admitted, within four hours of arrival. In order to address your concerns, we would like offer assurance that the Senior Nursing Team in the Emergency Department ensure that patients are regularly reviewed, re-triaged and prioritised whilst in their department to ensure that they are kept safe and are provided with nutrition and hydration whist under their care. The MRI has been monitoring triage wait times and has a clear escalation process which is monitored by the MRI Emergency Department management team to mitigate the triage wait being below the recommended standard. We take all issues surrounding patient care very seriously and would very much like to hear about your experience from you directly and investigate your concerns in more detail. Please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO24/00026 they will be able to discuss this with you. Richard Medway Involvement and Engagement Officer
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Review titled Unprofessional staff - disappointing experience
Rated 2 stars out of 5
by Nadeem Zafar - Posted on 04 January 2024
I visited The Heart Centre with my father on 3 January 2024 and it was a very disappointing experience. To start with, the reminder we had received regarding my father’s appointment which was at 8am on 3 January 2024 contained no clarity as to which department/floor we had to go to which resulted in a delay in us reaching The Heart Centre, we did not reach the correct department until 8:30am. The main reception desk was also unmanned until 8:30am too so there was no one to ask for clarification. This is not acceptable. Hospital visits are distressing enough for patients without the added stress of not knowing where to go. Upon our eventual arrival at The Heart Centre at 8:30am the person on the reception desk was very rude and abrupt, not to mention very very loud. And this person continued being loud while engaging in other duties while in the department. This is not the conduct I expect from hospital staff. It is simply not acceptable to be so rude, loud and tactless when you work in a caring profession. Especially when there are distressed patients right in front of you in the waiting area who can hear every word. I appreciate that we are in a time of austerity and it is a very stressful time for NHS staff but manners and tact cost nothing. My father was taken for an ECG by one of the nurses and I was accompanying him as he is hard of hearing but I wasn’t even given the chance to explain this to the nurse as she looked down her nose at me and said abruptly, “can I just see the patient?” My father is a human being, not just a patient. The consultation with the doctor following the ECG was massively delayed as apparently it seems that some of the staff in that department are more interested in having loud personal conversations rather than actually dealing with patients which, correct me if I’m wrong, is what they are paid to do. The only saving grace was the wonderful practitioner who conducted an ultrasound scan on my father shortly after our arrival at The Heart Centre who was patient, kind and extremely helpful and professional. It is a shame other members of staff in that department are not so professional. I am beyond disappointed with our experience in The Heart Centre and would strongly suggest that you exercise far more professionalism in that department please. I would also suggest better signage in the hospital generally and clearer information be given to patients and their families. Thank you.
Visited Cardiology on January 2024
Review titled Manchester Royal Infirmary
Replied on 16 April 2024
Dear Nadeem Zafar, Thank you for providing your feedback regarding your and your father's experience at the Heart Centre. We take patient and service users' comments very seriously as they help us monitor and improve our services. We are sorry to hear of your experience at what must already be a worrying time for you and your father. We are sorry you had difficulty seeking clarity regarding which department to attend and your comments have also been noted with regards to hospital signage. The Trust aims to make information as accessible as possible to all its service users and we are sorry this was not your experience. Your feedback has been shared with the teams managing the patient appointment reminder service and the hospital signage for their review and consideration. We were also sorry to read of your experience with regards to the conduct of staff members in the Heart Centre. I would like to assure you that our organizational values underpin everything we do, therefore the behavior you describe staff displaying does not represent our values and falls below our standard expectations of service. We have shared your feedback with the appropriate managers who will discuss this aspect with the staff members. Thank you for your lovely comments regarding the clinicians who looked after your father at his appointment. Your feedback has been passed on to the teams and individuals. Once again thank you for your feedback that allows us to improve our services. Richard Medway Involvement and Engagement Officer
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Review titled Excellent Care
Rated 5 stars out of 5
by Thomas - Posted on 17 November 2023
Recently completed a week stay in ward 46 after a very nasty stomach infection All the staff are wonderfully friendly and go out there way to help as much as possible Nothing was too much for them and they helped in the recovery so much
Visited Gastrointestinal and Liver services on November 2023
Review titled Manchester Royal Infirmary
Replied on 20 November 2023
Thank you for taking the time to share your positive feedback regarding your experience of Ward 46 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 the staff were so friendly and helpful. 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 experience
Rated 5 stars out of 5
by Samah - Posted on 18 November 2023
I am very thankful to all the staff. They cared and helped me so much. I saw a consultant on the same day and was provided with excellent medical care.
Visited Urgent Treatment Centre on November 2023
Review titled Manchester Royal Infirmary
Replied on 20 November 2023
Thank you for taking the time to share your positive feedback regarding your experience at the Urgent Treatment Centre 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 cared for and helped and provided with excellent care. 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 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.
Provided by Care opinion
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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.
Provided by Care opinion
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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
Provided by Care opinion
Information supplied by Manchester University NHS Foundation Trust