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Absolutely unnacceptable

Story from nhs.uk

"Absolutely unnacceptable"

About: Manchester Royal Infirmary

Went in because of a mole on my arm that has very recently become red, itchy and tingling (all symptoms of melanoma), leaving me very worried and anxious. Waited 2.5 hours midday on a weekday (the only part of my visit which was acceptable) before being seen.

Doctor spoke to me for no more than 3 minutes and recommended I buy a from a pharmacy which it turns out is prescription only. Generally felt to made quite silly by the doctor I saw who did nothing to alleviate my concerns. My gut instinct was to immediately seek a second opinion on the matter, which is what I will do.

I understand that such services must be incredibly difficult to work within, but this level of service is no where near of that which should be expected of the NHS.

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Responses

Response from Patient Experience Team, Manchester University NHS Foundation Trust 6 years ago
Manchester University NHS Foundation Trust

Submitted on 06/10/2017 at 09:59
Published on Care Opinion at 11:15

Thank you for your feedback. Matron Sarah Sankey is sorry to learn that your experience was not as positive as we would have hoped with regards to the doctor who provided your care in the Walk-in centre at Manchester Royal Infirmary. 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 Sarah Sankey is very sorry that your concerns were not alleviated during the consultation. We expect all staff in the Walk-in centre to be aware of the importance of good communication, together with good standards of customer care.

We strive to deliver care that is considerate to the needs of patients and provided in a dignified manner. All staff within the department attend 'Customer Service Training' as part of their continual development. Within the Trust we also provide targeted and dedicated training sessions for staff in all areas and all disciplines in relation to the Values and Behaviours that the Trust expects staff to demonstrate in each and every interaction with patients.

Matron Sarah Sankey can confirm that all Walk-in centre staff have undertaken this training, and that the Clinical Director for the service will highlight your concerns to all our doctors. She would again like to apologise that you experienced a standard of assessment which you were not happy with.

It is difficult to respond to all the posts in a full way often because of a lack of detailed information, therefore if you would like to discuss your concerns 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 quoting reference number PO17/0182.

Response from Manchester Royal Infirmary 6 years ago
Manchester Royal Infirmary

Submitted on 06/10/2017 at 10:17
Published on nhs.uk on 21/03/2019 at 12:06

Thank you for your feedback. Matron Sarah Sankey is sorry to learn that your experience was not as positive as we would have hoped with regards to the doctor who provided your care in the Walk-in centre at Manchester Royal Infirmary. 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 Sarah Sankey is very sorry that your concerns were not alleviated during the consultation. We expect all staff in the Walk-in centre to be aware of the importance of good communication, together with good standards of customer care.

We strive to deliver care that is considerate to the needs of patients and provided in a dignified manner. All staff within the department attend 'Customer Service Training' as part of their continual development. Within the Trust we also provide targeted and dedicated training sessions for staff in all areas and all disciplines in relation to the Values and Behaviours that the Trust expects staff to demonstrate in each and every interaction with patients.

Matron Sarah Sankey can confirm that all Walk-in centre staff have undertaken this training, and that the Clinical Director for the service will highlight your concerns to all our doctors. She would again like to apologise that you experienced a standard of assessment which you were not happy with.

It is difficult to respond to all the posts in a full way often because of a lack of detailed information, therefore if you would like to discuss your concerns 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 quoting reference number PO17/0182.

The Patient Experience Team

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