"Manchester Royal Infirmary"

About: Greater Manchester Manchester Royal Infirmary / Accident and emergency Manchester Royal Infirmary / Gastroenterology

(as the patient),

I am a regular inpatient to the above hospital and sometimes my care is hit or miss. Last time I was there, I went to A&E via the GP service and had to wait for the RMO. I understand this is a much smaller team and there may be a wait. The nurse told me I had been called in to see the doctor after a couple of hours but as the waiting room was so busy and noisy, I never heard them call my name. When I went round to the staff station, they said my name had dropped off as I was a no show so I had to be re triaged and wait again.

In total, I waited 7.5 hours to see the RMO. When I was initially admitted, my blood results were deranged and I was very unwell having to spend almost 3 weeks in the hospital. I feel all of this could have been better had it not been for the A&E issue.

When you go to the ward, you never get your medication on time and as I live with 2 rare medical conditions, it is rather important that I get my meds on time and not when the nurses decide to do drug round and esp not bed time drugs that you get at midnight when you are supposed to get them a few hours, earlier.

The lack of sleep on the wards. I was on a ward with a heavy snorer for 2 weeks. It wasn't their fault but the nurses on the ward could have moved them to a side room so others couldn't be disturbed. My condition means if I get no sleep, my health deteriorates. I get a much better level of service in the community from my GP Practice than I do as an inpatient.

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Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your comments and sharing with us the experience of your attendance in the Emergency Department. We are sorry to hear that you had to wait a long time in the department to see the RMO due to the fact that you did not hear your name being called. We realise that this is an issue and we are reviewing options to improve communication with patients in the waiting room. this could possibly be introducing a tannoy system to improve our communication and we hope to introduce this initiative as soon as possible.

We are disappointed to learn that your experience did not meet our usual standard on AMU and apologise that your medications were not given in a timely manner. The nursing team deliver medications at routine times however when patients require medications at a specific time due to the type of medication or clinical need then this should be individualised and tailored to the patient’s needs. We apologise that this did not happen and this will be discussed with the nursing team so they are aware of the importance of personalising care with regards to medication administration.

We are also disappointed to hear that you did not manage to get sleep well because of other patients during your stay on the AMU. AMU is busy environment and we recognised that this can have an impact on patients sleep.

There are side rooms available on the ward but these facilities are in high demand for patients requiring isolation due to their clinical condition or infection status. Nursing staff should endeavour to ensure that all patients on the unit are comfortable and if a side room is not available we should have offered you ear plugs or offered to move you to a different bay space on AMU.

If you would like to discuss your experience with us in more detail please contact our Patient Advice and Liaison Services on 0161 276 8686 or by emailing pals@cmft.nhs.uk

The Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust