"Brilliant staff, could not have had better care..."

About: Manchester Royal Infirmary

My mum was admitted to ward 27 with a number of different (inter-related) health problems, and in a quite a bad way. From the very beginning the staff were absolutely superb - they were all incredibly skilful at their jobs, doing everything they needed to do straightforwardly, confidently and always just right, and they all worked together as a team like you wouldn't believe. Especially in these days of cuts I was amazed to see how well they could get different disciplines (like physio, OT etc) all there at the same time when necessary, and they all knew her (her character, not just her medical condition) and knew what the other staff were doing, so nobody was accidently doing the wrong thing - they were all co-operating together so that each person's input slotted brilliantly into everyone else's - to my mum's great benefit. They involved us in all the decisions - and took a lot of care to involve her too - even wheeling her bed to a meeting room for a cross-disciplinary meeting. Add to this that all staff - porters, the nice guy with the tea trolley, peoiple on the enquiries line, everyone - were genuinely friendly and caring, about visitors as well as patients. Nearly every time I've been I've got a bit lost somewhere on the way, or trying to find a shortcut out, and every time someone (a welcomer, a passing porter or cleaner) has stopped me and asked if I'm OK and given me directions, in just a friendly, cheerful way - still professional but just really nice. That means a lot when you're anxious, and is the mark of a really exceptional group of people. Especially the cleaners and porters, I bet they don't get a bonus for just being nice and helping someone out, and they could easily have just passed by and met some other target for punctuality or something (not that they made themselves late! Don't want to get them into trouble!). But they didn't just race past thinking of their own needs, they stopped for a minute and were kind to a stranger , so please pass on my thanks and appreciation. My mum is getting better, and it's all down to the MRI (believe me, she's needed some serious medical care) - so top marks for medical excellence, cleanliness of the wards etc, communication, dignity and everything, and also for being just a great group of people. Thank you all very much!

Story from NHS Choices

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