"Treatment on the ward"

Thank you for taking the time to share your experience following your recent day surgery on Ward F9. We sincerely appreciate all feedback, as it helps us to improve the care and service we provide.

We are pleased to hear that you were greeted by welcoming staff and that the majority of your interactions were positive. However, we are truly sorry to learn that one member of staff made you feel uncared for during a vulnerable moment, and that your discharge felt rushed while you were still feeling unwell. Please accept our apologies for any distress this caused. It is never our intention for any patient to feel unsupported or dismissed, especially during recovery.

Your comments have been shared with the Ward F9 leadership team to ensure that staff are reminded of the importance of compassionate care and appropriate discharge procedures. The Ward Manager, Nikkita Ross, will be speaking with staff about the importance of empathy, kindness, and helpfulness. She will also be addressing this in the next ward meeting and during our twice-daily safety huddles.

We also regret that you were not given the opportunity to formally share your feedback at the time. We are reviewing our discharge process to ensure that all patients are offered the chance to complete a feedback form before leaving the ward.

If you feel comfortable, Nikkita would appreciate the opportunity to speak with you directly so she can investigate this further and learn from your experience. Please contact Nikkita on 0161 291 2741 at your earliest convenience. Alternatively, you may wish to discuss your experience with the Trust’s Patient Advice and Liaison Service (PALS) on 0161 276 8686 or by email at pals@mft.nhs.uk. Please quote reference number PO25/00016.

Thank you again for taking the time to provide feedback. Your input is invaluable in helping us improve the care we provide to all our patients.

Kind regards,

The Patient Experience Team