"unnecessary work"

About: Manchester Royal Infirmary

I visited your Accident and Emergency department with my brother, and the care he received I can say was very good. What really concerned me is the fact that a busy department, which is clearly under pressure, does not have a Ward Clark or someone that is non clinical to direct patients and report things to. Instead I sat and witnessed a large number of patient's in and out asking the nursing staff and doctors stupid questions ie. waiting times, reporting back from X rays and scans. I think it's something your department would benefit greatly from. I did mention this to a sister when I was there and the sister agreed. I would like to think you will take my advice as I know it would really benefit your department.

Story from NHS Choices

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your comments posted on the NHS Choices/Patient Opinion website regarding the care your brother received in the Emergency Department at Manchester Royal Infirmary. We were pleased to hear that you felt that the care and treatment that your brother received was very good. However, we also acknowledge your concern that this is a very busy department and both medical and nursing staff answering queries from patients and relatives, which could be directed to a non-clinical member of staff or a patient liaison officer. We recognised the need for someone to help and support patients while waiting in the Emergency Department and currently we have one Patient Liaison member of staff in the department. We have also started working with the Trust’s volunteer Services who have assigned us a volunteer to assist in this role.

We would like to thank you for your comments and would also like to assure you that the Emergency Department is putting in place initiatives to improve the patient experience during their stay in the department. The Emergency Department Operations Manager and senior clinical team have been informed of your kind words with respect to the care and treatment your brother received, and this information will be shared with all the Emergency Department staff.

The Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust