"Fantastic care at MRI and Warrington Hospital Audiology Dept ."

About: Manchester Royal Infirmary Warrington and Halton Hospitals NHS Foundation Trust

(as the patient),

I was being treated by Warrington Audiology dept for severe deafness in both ears. I cannot praise the staff at Warr. Audiology high enough. They do a very difficult and skilled job with compassion and patience. I`ve never once felt rushed or that I was being a nuisance, they genuinely care about my hearing experience and, for that, I am so grateful.

My Consultant at Warrington felt he had taken me as far as he could and referred me to his colleague at Manchester Royal Infirmary ( where I have been twice).

The MRI is a huge place and is actually 4 linked hospitals. If you start at the wrong end, then you have on heck of a journey to get to your correct department.

Matters weren`t helped yesterday because of a huge holdup on the M56. I had allowed an hour from Warrington for a mid morning appointment. I hate being late and was panicking when I realised this was a big holdup on the Motorway. I arrived 25 mins late having parked the car at the wrong end of the 4 hospitals. As soon as I walked in, I was looking for signs and information boards and a gentleman porter said ` You appear lost, may I help you? ` I was a long way from where I needed to be, he pointed me in the right direction and said I`d pick up signs when I got nearer. 5 Minutes later I was looking around for signs and again I was asked, this time by a nurse, if she could help me. This has never, ever happened in any other hospital. I sometimes feel I am wearing my invisibility cloak in some places.

I found Audiology with the nurses directions and went to reception, apologised profusely for being late and gave my name. The receptionist said` Thank goodness you`re here, we`ve got the police out, the army, a couple of helicopters just looking for you. Sit down, get your breath back, we`ll look after you! `

Marvellous! When I told her how kind people had been giving me directions, she said it was part of everyone's training who started work there. They are shown films on how to help, talk to patients, the same training films that John Lewis partnership use for their staff.

So a huge Thank you to Warrington Audiology department and to all the staff at M R I. Well done for my patient care.

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust We are preparing to make a change

Thank you for your comments posted on the NHS Choices / Patient Opinion website regarding your care in the Audiology Department at Manchester Royal Infirmary. It was very kind of you to write and compliment the staff as it is good to receive positive feedback which reflects the hard work and dedication of our staff. It was reassuring to hear that you thought our staff were helpful when, through no fault of your own, you were delayed for your appointment. I can assure you that we have passed on your thoughts to the manager of the Audiology Service and the staff involved.

We are sorry to learn that your experience was not as positive as we would hope and that you had difficulty locating the Department when you arrived. We make every effort to ensure that our directional signs enable patients to locate the correct department without difficulty. We also use a team of volunteers to assist patients who might have difficulty locating a particular department. In your case, we failed to direct you appropriately and are very sorry for this.

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. Your feedback will be used as part of our access and wayfinding work. If you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

The Patient Experience Team

Central Manchester University Hospitals NHS Foundation Trust