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 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.
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Review titled First class hospital experience
by hadarxb59 - Posted on 25 January 2023
I had an appointment today at Manchester Royal infirmary MRI x ray dept. I turned up about 30 mins before my timed appointment and booked in quickly and without delay. Advised to sit in waiting room and within 10 minutes was met by nurse who took me through to X Ray area. She explained that as I was early there was a catch up but she hoped I would be seen soon. Within another 5 minutes met by another staff member who took me into the scanning area. He provided me with a locker and explained the procedures that would take place. After another 5 minutes shown into scanning room. I was met by two wonderful nurses who explained in full about the scan and what would happen explained noises would happen and basically calmed and reassured me. After 20 minutes the scan finished and nurses thanked me for my attendance. I would just like to say from start to finish the procedures help and assistance were first class and I have nothing but wholesale praise for my experience. ( Oh by the way the music played on the headphones were first class.) Thank you
Visited January 2023
Provided by Care opinion
Review titled Manchester Royal Infirmary
Replied on 31 January 2023
Thank you for taking the time to share your positive feedback on the NHS website regarding the care you received at Radiology, 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. We are pleased you were seen in a timely manner and that all stages of the procedure were explained fully by members of the team. We will pass your comments onto the Head of Nursing to share with the team. Kind Regards, The Patient Experience Team.
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Review titled 3 1/2 year wait for operation
Rated 1 star out of 5
by Simon East - Posted on 20 December 2022
Why have I waited 3 1/2 year for a incisional hernia repair…. On my 3rd consultant. Even put a complaint in about lack of communication… heard nothing.
Visited Don't know on December 2022
Manchester Royal Infirmary has not yet replied.
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Review titled Owful
Rated 1 star out of 5
by Anonymous - Posted on 11 December 2022
I'm in the hospital right now, my son shivering because of the high temperature and has bad stomach pain and no one cares about him. I spoke to the nurse she told me everyone is sick there and want to see the doctor not only you, then she told me to go and speak to any doctor who sitting in the doctor's room, I spoke to a "doctor", angrily he asked about my son name and told me you should not speak to me you should speak to the nurse and she can tell me I told him the nurse advised me to speak to you, but he also said go and tell her to come and tell me. It's look like the problem is, who are allowed to speak to him, not my son's illness?
Visited Accident and emergency services on December 2022
Review titled Manchester Royal Infirmary
Replied on 22 December 2022
Thank you for comments following your visit to the Emergency Department (ED) at MRI, we are very sorry to hear that your attendance did not meet the high standards that are expected for our patients. Please accept our apologies for the long waiting time and the communication issues you encountered. At present, MRI, like all ED’s across the UK is experiencing high volumes of patients presenting, and whilst the ED and the wider hospital have taken steps to redirect patients to the most appropriate service (including same/next day Urgent Treatment Centre appointments, Same Day Emergency Care and Patient Initiated Follow Up) at times there is an imbalance between our ability to see patients in a timely manner, particularly those of lower acuity. We would also like to assure you that the emergency department is currently undergoing a £45 million redevelopment project to improve the facilities for its patients and staff, which will address some of the concerns you raise. Should you wish to discuss your experience with us further please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO22/0139.
Information supplied by Manchester University NHS Foundation Trust