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devastated!

Story from nhs.uk

"devastated!"

About: Manchester Royal Infirmary

What I liked

The initial assessment and triage was fantastic following my breathing and chest pain problems.

The porters were professional and kind.

The receptionists were marvellous

What could be improved

Customer service was absolutely disgraceful. Being admitted at 8am for initial investligation for a heart attack, this was ruled out following 2nd blood tests 12 hours later. Then being woke up at 11.40pm to say you have not had a heart attack so you are being discharged. Spoken to rudely in an I'll mannered abrupt disrespectful way was gutless. I was one of 3 woke up to be thrown out. Iam in so much pain I have to now travel from my own trusts boundaries to find an a&e department to properly diagnose me. How do I feel..it is now 3.55 am and I am heartbroken......

Anything else?

Well what can I say

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Responses

Response from Manchester Royal Infirmary 11 years ago
Manchester Royal Infirmary

Submitted on 07/09/2012 at 15:19
Published on nhs.uk on 01/10/2012 at 22:16

I am very sorry to hear that you were devastated by your experiences here at CMFT and value your feedback. However, I was also really sorry to learn that due to poor customer care you felt ill-treated.

I am grateful to you for being so kind as to mention that most staff in the Emergency Department were professional and kind as this is particularly important to us. However, I was saddened to hear that this was not the case when you visited the ward.

It is important to us that we learn from your experiences and to make improvements wherever possible. We will ensure that staff are reminded about the importance of good manners and give due consideration to all our patients needs.

It is very difficult to respond to the specific concerns you have raised without being able to investigate in detail. We take all issues surrounding patient care very seriously. If you want to raise this issue in more detail please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk.

Eve Koutidou

Patient Experience & Quality Project Officer

Central Manchester University Hospitals, NHS Foundation Trust

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