"Very disappointed with the service I received"

About: Manchester Royal Infirmary

I would like to start by saying I am very disappointed with the service I received at the Manchester centre sexual health clinic. Having arrived on time for the clinic I waited a while to be then told to come back in 3 hours. I am not from the area and needed to be seen as soon as possible therefore decided to wait. I had gone to costa coffee and waited my time to come back to be seen by the nurse to be told to go to the other clinic for a fast referral as I was told I need to be seen as soon as possible and urgently. When I got to reception I was told I can not be seen and have to come back the next day. Taking into consideration I had been around the centre for 4 hours waiting to then be told to come back the next day which I was very disappointed about. Having come back the next day I waited a further time to then be told the centre is too busy and I will not be seen today even though my condition was urgent. Therefore have left the centre after two days still not being treated even though I have a fast referral form. I am very unhappy with this service and will definitely be using it again as I still have not been treated or seen to!

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Responses

Response from Manchester Royal Infirmary

Thank you for taking the time to feedback to us, we are sorry to learn of your experience at the Manchester Sexual Health Centre, which is certainly not the standard of care we aim to provide.

As the contraception, HIV and Sexual Health service is in the process of integration these referral pathways will become much smoother. Prior to integration we operated as two standalone services and had different IT packages. The integration process will include an overarching IT system and dual-trained staff working across the service. With this in place we aim to reduce the chance of a similar incident taking place. Although, a patient may not necessarily receive follow-up the same day, their needs will be addressed by one service and not passed to another for re-presentation.

We realise this must have been extremely frustrating for you and would like to once again apologise for this delay.

Please be assured that we take all issues surrounding patient experience very seriously and we would like to hear from you directly about your experience. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be able to discuss this with you

The Patient Experience Team

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Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for taking the time to feedback to us, we are sorry to learn of your experience at the Manchester Sexual Health Centre, which is certainly not the standard of care we aim to provide.

As the contraception, HIV and Sexual Health service is in the process of integration these referral pathways will become much smoother. Prior to integration we operated as two standalone services and had different IT packages. The integration process will include an overarching IT system and dual-trained staff working across the service. With this in place we aim to reduce the chance of a similar incident taking place. Although, a patient may not necessarily receive follow-up the same day, their needs will be addressed by one service and not passed to another for re-presentation.

We realise this must have been extremely frustrating for you and would like to once again apologise for this delay.

Please be assured that we take all issues surrounding patient experience very seriously and we would like to hear from you directly about your experience. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be able to discuss this with you