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Disappointed

Story from nhs.uk

"Disappointed"

About: Manchester Royal Infirmary

Immersive Reader

My brother is currently in the hospital and was being well cared for until he was moved onto ward AM1, he was crying in pain and looking for help as he had a drain in his lung and knew something had gone wrong due to the immense pain and being unable to breathe. he was in agony and no staff on the ward were helping him. He pressed the buzzer (used in emergencies only) no one answered. He was calling for help and crying for about 30-40 minutes before the doctor turned up. No staff where there to help. Nurses on his ward were ignoring him and helping other patients. No one took notice of the fact that he was crying, screaming and struggling to breath. Eventually we found a number for the hospital and rang it to get a doctor to him asap. He was walking up and down the corridor in pain trying to find help. Me and my mum are disgusted by the way he was treated. Am1 ward is for seriously ill patients that need to have an eye kept on. If he didn't get to a phone, who knows what would of happened. This is not the way any hospital should work, especially when this was an obvious Emergancy. Throughout the 30-40 minutes my mum was on the phone to him trying to keep him calm, and she could hear for herself that no one was checking on him or bothering to help, this is completely unacceptable.

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Responses

Response from Manchester Royal Infirmary 8 years ago
Manchester Royal Infirmary

Submitted on 05/01/2017 at 16:59
Published on nhs.uk on 06/01/2017 at 01:30

Immersive Reader

Mrs Kate Carter, Ward Matron for Ward AM1 and AM2 at the Manchester Royal Infirmary was sorry to read your comments regarding your brother’s admission onto AM1 and that his experience was not as positive as she would have expected. It is important to us that comments are heard and are seen as an opportunity provided to the service to make changes and improvements wherever possible.

Matron Carter advises that she is aware of the incident that you reference in your feedback, and as a result she went to speak to your brother and other family members on Friday 30th December and discussed the concerns you raised. While Matron Carter is unable to share any specific detail regarding the discussion that took place on this internet forum, she is assured that she was able to reassure your brother. This opportunity allowed her to explain that the staff on the ward were taking the necessary steps to get additional pain relief for him, however she would like to reiterate to you her apology for the distress your brother was in while he was waiting for this to be arranged. Matron Carter will discuss the issues raised with the staff nurse who was involved in his care, as agreed with your brother.

Matron Carter hopes to assure you that we take all issues surrounding patient care very seriously and she hopes that her discussion with your brother on 30th December has helped resolve these concerns.

Going forward if you have any further concerns, please do contact Matron Carter who will try and help in every way possible. Alternatively if your brother has any concerns that he is struggling to resolve, Matron Carter would like to explain that the MRI does offer a service called “Tell Us Today” which is available in all inpatient areas. This is a contact number through which any patient or family can call the senior nurse on duty in the hospital to arrange a visit on the ward within two hours in order to ensure a rapid response to address any issues and concerns. Contact details are displayed on posters in every ward area in the Manchester Royal Infirmary.

If you would like to receive any further feedback in response to your posting please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk quoting reference number PO16/0312 and they will be able to discuss this with you.

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