"Emergency Gall Bladder removal Laporoscopic..."

About: Manchester Royal Infirmary

Attended A&E at MRI on Sunday 27th April 14 at 6am The first time I've ever attended A&E in my life, but was feeling so weak and in pain having had three days of constant pain I was ready to face the A&E queue and 'war zone' the media had warned me about. However no queue, no hassle and I was sitting in front of a nurse in 5 minutes. Waited 30 minutes for a doctor to come look at me but was in a quiet side room. Admitted to ESTU over lunch time on Sunday, choice of beds and straight onto IV antibiotics and painkillers. Met the surgeons next day who explained the operation they were to carry out and explained how ill I had been upon my admittance to hospital. Started to feel better from the start and although surgery was more complicated than standard LC I felt better and better every day. Overall I was left with the impression: 1. that the ward staff cared, were well informed about patients history, and had a good hand over routine between shifts 2. the doctors were well informed of my condition using the data collected, blood tests etc. Face to face contact with doctors and surgeons was very limited but absolutely sufficient for purpose. 3. Generally the ward management seemed ok, although the floor only appeared to get a full clean every three days and was looking very grim by the time it was cleaned. 4. The discharge was handled promptly and some of the epic waits for pharmacy I had witnessed in the week did not apply to me, I was out and away just after lunch time. 5. I have not been in many hospitals and never before as a patient so comparison not that easy but with the limited resource of an older building and a city centre location I felt the experience was very acceptable as it was never going to be luxurious. I would like to convey my sincere thanks to the whole team of people who looked after me, including my surgeon. I did feel there was a genuine spirit of wanting to do their best which came across in the treatment I received and gave me increased confidence to face the situation I found myself in with this being my first experience of surgery and general anaesthetic. Thank you Paul Whiteman

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your comments posted on the Patient Opinion website regarding the care you received from our A&E as well as from the ESTU. It was very kind of you to write and compliment the staff as it is good to receive positive feedback which reflects their hard work and dedication. It was reassuring to hear that the staff in the A&E immediately addressed your pain and that the ESTU staff also made your hospital stay as comfortable as possible. We are pleased that you felt that the communication you received from your surgeon about your procedure was clear and understandable. We can assure you that we have passed on your thoughts to all the staff involved in both Departments.

However, we are sorry to learn that your experience was not as positive as we would hope on ESTU in terms of the standard of floor cleanliness. 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 reviewing our cleaning schedules and how they are recorded and supervised as these should be cleaned at least daily with a check clean in addition. In addition, we are about to re-launch our Cleaning Matters process which is a communication system whereby the ward based cleaning staff, their supervisors and the nursing team record what work has been completed and if any issues have been identified.

Your concerns have also been raised directly with Sodexo Healthcare, who manage our cleaning services on our behalf, 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

Response from Manchester Royal Infirmary

Thank you for your comments posted on the NHS Choices website regarding the care you received from our A&E as well as from the ESTU. It was very kind of you to write and compliment the staff as it is good to receive positive feedback which reflects their hard work and dedication. It was reassuring to hear that the staff in the A&E immediately addressed your pain and that the ESTU staff also made your hospital stay as comfortable as possible. We are pleased that you felt that the communication you received from your surgeon about your procedure was clear and understandable. We can assure you that we have passed on your thoughts to all the staff involved in both Departments. However, we are sorry to learn that your experience was not as positive as we would hope on ESTU in terms of the standard of floor cleanliness. 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 reviewing our cleaning schedules and how they are recorded and supervised as these should be cleaned at least daily with a check clean in addition. In addition, we are about to re-launch our Cleaning Matters process which is a communication system whereby the ward based cleaning staff, their supervisors and the nursing team record what work has been completed and if any issues have been identified. Your concerns have also been raised directly with Sodexo Healthcare, who manage our cleaning services on our behalf, 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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