"Negative experience"

About: Manchester Royal Infirmary

I would like to highlight my recent experience of the Adult ED.

I attended Febuary. The department was very busy which I can understand and anticipated a long wait.

I waited a while for triage in which when assessed was taken to a trolley. The trolley had no cover and was made to lie on a black mattress and wait to be seen. At the time I felt that unwell it did not bother myself. I appreciated any form of help.

From being taken into the bay I was left with no communication or any observations being made

I was clearly unwell if I was taken in straight away? Eventually a clinician arrived after around 1 hour and 30 min later and asked if I had any observations or bloods taken which I had not? A nurse then came and took my samples.

Around 5 mins later I heard a nurse on the phone mentioning my name and my results. So they was back.

3 hours later a clnician came in to tell myself I was severely acutely unwell and needed immediate treatment?

The scary thing is they knew this 3 hours ago. Not once did anyone come in and just communicate that with myself and complete any observations to check for any deterioration etc. if the condition needed immediate treatment you would think atleast any form of medical Proffesional such as a nursing assistant could check if everything was okay. I was under the impression that anything medical related that was needed to be seen as a immediate or characterised as a triage of Red/Orange was to start any form of treatment within 30 mins?

I can understand the high pressure upon ED Departments and staff. They are put under a high threshold of stress with patients who do no require treatment within the department and the 4 hour breaches etc. But there really is no excuse to leave a patient who's condition is defined as severe for 3 hours with any form of observation or communication. This is just worrying if it was a vulnerable patient who could not communicate there distress such as chest pain etc.

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Response from Amy McCawley, Patient Experience Team, Central Manchester University Hospitals NHS Foundation Trust

Lead Nurse Catherine Bartlett has reviewed the concerns you raised and would firstly like to offer her sincere apologies for the poor experience you had at Manchester Royal Informary Emergency Department. It is clear that you did not receive the standard of care we strive to provide and this is unnaceptable. Your concerns highlight a lack of communication, delay in tretment and sub optimal care. Lead Nurse Bartlett is keen to investigate your attendance further and identfy the staff involved in your care, she advises that she would be happy to fully investigate or meet with you if you so wish. A full investigation or a meeting would provide the opportunity for Lead Nurse Bartlett to ensure that lessons are taken from your experience to help prevent reoccurance.If you are happy to provide further details please contact the PALS service on 0161 276 4509. Please be assured that Lead Nurse Bartlett will share your posted comments with the ED team at the morning safety huddles emphasisng her expectation to staff so they are aware of the impact this behaviour has on patients. Once again please accept my sincere apologies for your poor experience.

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