"traumatic, frustrating and poor in..."

About: Manchester Royal Infirmary

What could be improved

I took my aunty to this hospital to have results of a previous biopsy discussed with the consultant. we waited almost 3 hours to see him and were not kept informed of time delays except when people complained and even then the timescales were wrong.

my aunty is 81 and had an operation only 10 days previously and we travelled from Bolton. this is not accepatble customer care to wait for bad news over a 15 minute discussion. there must be a more patient friendly, more selective and better process where people can wait for a maximun of 30 minutes in a pleasant environment when they are waiting results of tests,are potentially elderley and frail and just undergone surgery.

We have visited this hospital several times with my aunty over the last few weeks and every visit, including admittance for surgery has been awful. she was sent home by mistake only to have to travel to the hospital early the following morning.

Patient after care need improving and the whole culture of everybody is treated the same, not taking into account age, fraility, health needs,trauma, nervousness, travelling etc. is not acceptable.The whole experience for my aunty, her daughter and myself has left us feeling let down and angry. My aunty has been diagnosed with cancer which is traumatic for us all and whilst the surgery she had and the consultant have been of a high standard, the extremely poor care she has received has made her even more anxious about her condition.

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Response from Manchester Royal Infirmary

Thank you for your feedback. We are sorry to learn that your experience was not as positive as we would hope. If you would like to discuss this with us, feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

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