About: Manchester Royal Infirmary

After being seen in triage in the ED I was promptly put into a cubicle and the great ED doctors dealt with me quickly, efficiently and decided to admit me and refer me to the GI surgeons. Being a nurse, this brought me mixed feelings ( other health profs can imagine I am not the most patient, patient). I was taken to the rapid assessment bay in ESTU by a porter from the ED. Once in the bay I was met by an assistant practitioner and a ward sister who both made me feel welcome and more importantly at that time sorted out my nausea and pain. This may be a small thing but it made me feel like I was not only listened to, but the nurses recognised the smile plastered on my face was masking how I really felt and they recognised this!!!

The charge nurse in charge of the shift also recognised that I was uncomfortable on a rapid assessment trolley and quickly found me a bed on the ward, where I was offered further pain relief. Throughout my 6 day stay on ESTU I was amazed by the dedication and determination of all the staff to ensure that all the patients were looked after and needs identified and met ( even when they were very short staffed) on 2 consecutive late shifts 2 sisters stayed behind an hour after their shift, one to do a dressing on a lady in the opposite bed( because the patient was comfortable and asked this nurse to do it for her) the other as a member of agency staff didn't turn up and the sister wanted to make sure we all had our medications on time!!! Not once on the ward did I feel,a nuisance for pressing my buzzer or asking any staff member for help, even on the first 2nights when I could not stop feeling sick and started to vomit. The nurse or HCA always came to see me and at one point just came and sat with me so I was reassured.Not once did any of their smiles or helpfulness falter throughout my stay... Like I said small things can make a big difference when someone's unwell and feels they have lost control! Privacy and dignity was always maintained not only with me but for other patients I witnessed on the ward. Each new shift the nurses and support workers would always come and introduce themselves and make sure we each had our buzzers and we were comfortable.

I was seen by the matron on his ward walk around and was impressed by his communication with all the patients and his interaction with his staff. When there was an issue with my pain and medication the nurse contacted my surgical team straight away so it could be sorted. The surgeons were busy but I was kept fully informed by the nurses who would inform me when they had spoken to them. This was also the same with me waiting for theatre and the nurses kept me updated and sane! In this world of bad press and as being a patient on the other side I just wanted to thank each and every member of staff in the ED and on ESTU that looked after me during my stay, the staff and leadership on ESTU are a credit to CMFT. My thank you doesn't seem big enough!

Story from NHS Choices

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

Thank you for taking the time to post your kind comment on the NHS Choices website. We were pleased to read that you had a positive experience at the Manchester Royal Infirmary. We were especially pleased that the efforts of our staff to keep you comfortable and informed throughout your care and treatment contributed to this positive experience.

We understand that this must have been a difficult time for you and we appreciate that you have taken the time to compliment our staff and service they provide. It is always good to receive feedback which highlights the hard work and dedication of our staff. We will ensure that your feedback is passed on to the Leads of each area involved in your care so that it can be shared with the wider teams.