"Unhygienic and dirty with disinterested staff"

About: Manchester Royal Infirmary

I have to visit outpatients twice a month for various issues. Each time the staff on the ENT Department are extremely rude/ignorant. The receptionists leave patients standing waiting to be addressed whilst they stand with their backs to you laughing and joking amongst themselves despite looking right at you initially. Deliberate ignorance makes patients feel small- not a nice feeling especially when you're ill. Staff very unorganised. All the way through the hospital the anti bacterial gel dispensers were all empty - this has been the same for my last 4 visits. I have also witnessed dispensers in the treatment rooms are often empty too. It's discussing and I don't feel confident I won't get infection here at some point. This hospital needs to regain staff morale and commitment to patient care and work on cleanliness in general.

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback. We are sorry to learn that your experience on March the 19th 2014 was not as positive as we would hope for. 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 tell you that we are providing customer care training in May this year for all admin staff. I recognise that there will be peaks in the response rate from the switch board, which is not ideal, however we are in the process of installing a new telephone and monitoring system which will improve calls being answered. We are currently in the process of recruiting several new staff to cope with the incoming calls. Your concerns have also been raised directly with the admin staff involved, so that they can reflect on how they can be perceived by patients and so that other patients don’t experience the same issues as you did.

It is difficult to respond to all the posts in a full way therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

The Patient Experience Team

Central Manchester University Hospitals NHS Foundation Trust

Response from Manchester Royal Infirmary

Thank you for your feedback. We are sorry to learn that your experience was not as positive as we would hope in the ENT Out-Patient Department. 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. We were particularly concerned to read that you feel our reception staff are discourteous and disorganised. Hygiene, particularly hand hygiene, is a priority at this hospital and it is unacceptable that the anti-bacterial gel dispensers were empty. We will raise your concerns directly with the staff / department involved so that they can look into them so that others don’t experience the same issues as you did. It is difficult to respond to all the posts in a full way often because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk The Patient Experience Team Central Manchester University Hospitals NHS Foundation Trust

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