"NHS staff and services good; outsourced Lloyds..."
About: Manchester Royal Infirmary Manchester Royal Infirmary Manchester M13 9WL
What I liked
Staff are friendly and efficient (except in the hospital pharmacy).
What could be improved
The clinics (e.g. clinic E) are overcrowded and poorly laid out. There is little or no room for wheel chairs. Extra chairs have been brought in to 'help' with the overcrowding but this makes waiting with and manouvering a wheelchair even more awkward.
The hospital pharmacy seriously lets down the whole NHS Trust. The Pharmacy (situated in the Manchester Eye Hospital) serves all the hospitals on site (i.e. MRI, St Mary's and the Eye hospital) but is simply unable to cope.
On presenting a prescription at the counter, I was told the wait would be 15 to 20 minutes. After 45 minutes I tried to compalin to the Lloyds Pharmacy Manager, only to be told they were too busy to see me. Eventually, after 50 minutes, I was told by the manager that my prescription was just "being labelled" and would be ready in 15 minutes. No plausable explanation, just unbelievable excuses from the manager. In the end, my prescription (one item) took 1 hour and 10 minutes. Other patients had also waited more than an hour. Having used the pharmacy on many occasions in the last eight weeks, such poor service and lame excuses seems to be the norm, not the exception.
The manager showed no interest in trying to improve the service. A service that is reflecting badly on the Trust and its staff.