"Very poor service at the endoscopy unit"

About: Manchester Royal Infirmary

Firstly, after initial interviews, I was told to remove all clothing and put on a gown and was then placed in the men's waiting area.

This even though the letter from the unit stated that the dignity and modesty of all female patients was a priority in this unit.

It clearly wasn't, nor was there any evidence that they intended to honour that promise.

Was advised by the admissions nurse that I would not need Entonox.

I did in actual fact, as the Sigmoidoscopy was extremely painful, the equivalent of giving birth to my two sons.

The theatre nurse was most unhelpful and the consultant just ignored my distress.

I then had problems as a result of the Sigmoidoscopy and found the back up service none existent, as they rely on A&E, which is unable to cope with the ordinary urgent cases let alone the hospitals mistakes.

I found the Endoscopy unit to be extremely untidy and dirty, with coffee cup left lying everywhere and litter on the floor in all areas.

The nurses failed to pick up any litter, until one slipped on a paper that is.

Even though I have made a formal complaint and received a report, which we completely disagree with, I are still waiting for a proper apology and concrete guarantees that this will never happen to another patient on this unit.

I found this unit extremely poorly managed and is in clear need of a management review of its day to day operation.

By the way we have found that 50% of patients reported, in the hospital questionnaire, that they found the procedure painful.

They fail to mention this in any of the leaflets, nor did it appear that the staff in the unit were aware of this fact.

How can a patient make an informed choice about there treatment if facts are withheld from them.

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

We are very sorry to read about your concerns regarding your experiences at the Manchester Royal Infirmary posted on the NHS Choices / Patient Opinion websites. We take all issues surrounding patient care very seriously and would like to thank you for your feedback. As you mention in your post, your concerns are the subject of a formal complaint process and as such are subject to a thorough investigation and the findings acted upon. If you would like to discuss your case, or require any further clarification or information, please contact your PALS Case Manager.

The Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust