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Waiting to be seen

Story from nhs.uk

"Waiting to be seen"

About: Manchester Royal Infirmary

I visited A and E after being referred by my GP and he phoned and emailed ahead so I would be seen by right department ie urology when I got there saw triage nurse who nothing about my condition or why I was there An hour later got bloods taken then said I would see a doctor shortly 2 1/2 hours later nothing but my wife was also in hospital they rang and I had to go

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Responses

Response from Manchester University NHS Foundation Trust 5 years ago
Manchester University NHS Foundation Trust

Submitted on 20/12/2018 at 16:20
Published on Care Opinion at 16:31

Thank you for your feedback. Matron Findlay was sorry to learn that your experience was not as positive as we would have expected when you attended the Emergency Department (ED) at the Manchester Royal Infirmary (MRI). It is important to us that comments are heard and seen as an opportunity for the service to make changes and improvements wherever possible.

Matron Findlay would like to reassure you that there are clear pathways for GP referrals to specialities including Urology within the MRI and would like to apologise that this was not your experience. Matron Findlay explains that the triage nurse would contact the speciality team on completion of triage. The review by the speciality team can be delayed as the team are not based in the ED and are usually either in theatre or the outpatient department. Matron Findlay apologises that the triage nurse did not explain this to you.

In response to your comments, we would like to reassure you that this feedback has been disseminated to all staff in the ED and they have been reminded of the importance of effective and compassionate communication.

If you would like to discuss your feedback in more detail please contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686 or via email at pals@mft.nhs.uk
quoting reference PO18/0222

Response from Manchester Royal Infirmary 5 years ago
Manchester Royal Infirmary

Submitted on 25/01/2019 at 13:29
Published on nhs.uk at 14:06

Thank you for your feedback and please accept our apologies for the delay in responding to you. Matron Findlay was sorry to learn that your experience was not as positive as we would have expected when you attended the Emergency Department (ED) at the Manchester Royal Infirmary (MRI).

It is important to us that comments are heard and seen as an opportunity for the service to make changes and improvements wherever possible.

Matron Findlay would like to reassure you that there are clear pathways for GP referrals to specialities including Urology within the MRI and would like to apologise that this was not your experience.

Matron Findlay explains that the triage nurse would contact the speciality team on completion of triage. The review by the speciality team can be delayed as the team are not based in the ED and are usually either in theatre or the outpatient department. Matron Findlay apologises that the triage nurse did not explain this to you.

In response to your comments, we would like to reassure you that this feedback has been disseminated to all staff in the ED and they have been reminded of the importance of effective and compassionate communication.

If you would like to discuss your feedback in more detail please contact our Patient Advice and Liaison Service (PALS) on 0161 276 8686 or via email at pals@mft.nhs.uk quoting reference PO18/0222

The Patient Experience Team

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