"Disappointed relative"

About: Manchester Royal Infirmary

I am so sorry but I just needed to put this down on paper. My nephew came to this ward yesterday he was transferred down from ICU. Who where very good. On coming to the ward no nurse came to see my nephew no introduction nothing. The bins where still full from the last patient. Medication was left in a bag on the window ledge not checked in by a nurse. No observations done and my nephew is poorly. No one came to see if my nephew needed any pain relief. A nurse or Hca came in the room and just took his tray without asking if he had finished. I had to go and get a jug of water because no one could be bothered to introduce them selves. I have been up all night worried about my nephew and found this very upsetting. I am a nurse and I am a big believer that communication is a very big deal when in hospital. I do hope my nephew will be looked after on this ward but hope to get him home very soon. I understand how much the nurses work hard but there is no excuse for lack of communicating with the patient. Please please do not let this happen to another patient. Very disappointed relative.

Story from NHS Choices

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

We were very sorry to receive your comments and concerns via the NHS Choices website about your nephew's care when he was admitted to the MRI. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible.

We are very sorry that you and your nephew had a negative experience on the Gastroenterology Ward. Please be assured that the issues you have detailed have been taken seriously and shared with the Ward Manger, Neil Buckley.

Ward Manager Buckley has advised that at the same time your nephew arrived on the ward the nurses and medical staff were also caring for a very confused and agitated patient. Several staff where needed to assist with this patient and unfortunately this had a knock on affect to the rest of the shift which resulted in some delays occurring.

Ward Manager Buckley would like to apologise for your nephew's poor experience and also that your nephew's bin was not emptied prior to his admission. As soon as the bin was discovered it was emptied accordingly. Nurse Buckley would also like to assure you your nephew has been appropriately cared for during his admission and has been kept informed of events by the nursing and medical teams.

After consideration of this response you may wish to provide more detail which will allow us carry out a complete investigation. If you would like to do this then please do not hesitate to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk