"Room for improvement"

About: St Mary's Hospital (Manchester)

I am currently undergoing fertility treatment at St Mary's hospital. It has been a challenging experience to say the least. Initially, I had a very long wait from first being referred in March ( I did not see a consultant until February the following year) The delay was mainly related to the multiple appointments cancelled along the way. Also, I was due to be seen in December, but was told to wait in the wrong department by the reception staff. To make matters worse, another receptionist tried to blame me for the error. Understandably I was incredibly upset by this not only had both my husband and I taken time off for the appointment, my appointment was now delayed further. We decided to complain, and to this day are yet to receive a reply. However despite this I kept an open mind. I had a recent day case procedure at St Mary's hospital. I felt all the staff (including the HCAs, nurses, and doctors) from the admissions unit, to theatre staff, to the staff on the ward were all excellent. I was quite anxious about the procedure, as it was my first time having a general anaesthetic, the staff really helped me to allay my fears. I was particularly worried about coming back round from the anaesthetic. The recovery team including the anaesthetist and the nurse were fantastic in supporting me through. The nurse involved was very respectful of my religious needs. In summary I feel had the receptionist apologised for the error, shown some empathy and helped to resolve the matter I would have not felt the need to complain. Instead we were left to ring the secretary and hope for a cancellation. I don't think people realise how sensitive issues around fertility are and this just made matters worse. I feel the complaints procedure is appalling.

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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 was not as positive as we would hope within the Department of Reproductive Medicine at St. Mary’s Hospital.

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 admission and referral pathways and will ensure that the Improvement team, established to lead the changes designed to iron out the difficulties within the service, are made aware of your experience. Your concerns have also been raised directly with the staff / department involved so that they can look into the concerns you have raised, so that others don’t experience the same issues as you did.

It was very kind of you to write and compliment the staff you met whilst undergoing day case surgery. It is good to receive positive feedback which reflects the hard work and dedication of our staff. It was reassuring to hear that the care you received at this time met your expectations and I will be happy to ensure that the Multidisciplinary team involved receive your kind thoughts.

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