"Doctor addressed my partner by my first name"

About: Manchester Royal Infirmary

My husband had a CABG. He eventually had it at a private hospital on the nhs because of the long wait. What a different positive experience that was! Staff actually communicated with each other,! Jobs were done on time and everything was recorded. Staff smiled and were pleasant and professional even down to the catering and cleaning staff who deserve a mention . Surgeon from MRI was excellent, highly skilled, professional and communicated clearly. The discharge procedure was exceptionally well organised and coordinated with our district nurses and doctors..........because everyone communicated effectively. Returning for his post op 6 week appointment back at MRI we were seen by a doctor who kept addressing my wife using my Christian name and asked her how she felt and if she had any pain and could he see the scar? It took us some time using gestures to try to communicate that he had got the wrong person. They then said names were very hard for them. A bit worrying don't you think considering it was me that had the heart surgery.? Shocking.

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Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback. We are sorry to learn that your experience in the outpatients department was not positive. 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. 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