"Is anybody actually in charge"

About: Manchester Royal Infirmary

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I have already done one review, now I'm adding to it and hoping that somebody somewhere in the organisation comes up with some answers. I made a complaint on behalf of my heart patient son. Went through all the proper channels, was told a response would be sent over a month ago, nothing arrived so after much to-ing and fro-ing, I wrote to the Chief Executive and the Chairman. Neither of these people seem to have read letters sent recorded and signed for. They were signed for by the Chief Executive's office passed it to PALS who responded with a card telling me a case manager would be in touch. They haven't and what's more, the phone number written on the card after the main number had been crossed out was a FAX number. I've emailed, written, phoned and still nothing. I need the final response to the complaints, the Ombudsman needs the final response and what are we all getting - absolutely nothing. Is anyone actually in charge of this place? If someone is in charge do they actually read their post and do they actually know what is going on? Come on people we need answers. I've made some quite serious and easily checked complaints so why can't I have explanations? Has the Trust any idea of the stress being caused? You are dealing with sick people please treat them as people and not just items on a list. The website says MRI care please show that you care it isn't very obvious at the moment.

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

We are very sorry to receive your comments and concerns via the Patient Opinion website about your experiences on at the Cardiology department at the Manchester Royal Infirmary.

It is very difficult to respond to the specific concerns you have raised without being able to investigate in detail. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about this. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be happy to discuss this with you and support you in resolving your concerns.

The Patient Experience Team

Central Manchester University Hospitals NHS foundation Trust

Response from Manchester Royal Infirmary

We are very sorry to receive your comments and concerns via the NHS Choices website about your experiences on at the Cardiology department at the Manchester Royal Infirmary. It is very difficult to respond to the specific concerns you have raised without being able to investigate in detail. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about this. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be happy to discuss this with you and support you in resolving your concerns. The Patient Experience Team Central Manchester University Hospitals NHS foundation Trust

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