"Poor communication between staff"

About: Manchester Royal Infirmary

On Thursday night I attemdes the Mri a&e department, had X-rays and was advised by the doctor I would need a cast. After 2 other people received their casts and an hour later I asked a clinical support worker if he knew when I was going for the cast as I knew he did with the others. He went and checked, came back and got me and put a cast on and I was out in 20 mins. The reason for my wait was because the doctor didn't pass the information on. I would like to recognise the support worker as he took ownership even though he was not to blame and tried to be extremely careful whilst putting my cast on and apologising if I showed any sign of pain even though it was unavoidable. I think the nhs need more people like this.

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Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback and for highlighting your experience of our services in the Emergency Department. We are sorry to learn that the communication from the doctor to the nursing staff was poor resulting in you waiting for a long time for your treatment and we can only apologise for this. In order to reassure you that lessons are learned from patients’ experiences, your comments will be fed back to the medical staff during their handover so that they are made fully aware of the impact of poor communication. It is heartening to hear though, that the nursing assistant was very helpful to you and ensured you were treated as soon as s/he was made aware of the situation.

The Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust