"Communication from outpatients and admissions very..."

About: Manchester Royal Infirmary

So far the experience of dealing with the Cardiology department has been poor, apart from the appt with the surgeon. There have been numerous problems with communication. My partner is due to be admitted to the MRI for have heart valve replacement surgery on Sunday, however we still have not been sent any information about the admission. We have no idea where to go, what time to turn up etc. This is despite numerous requests for a letter to be sent out. Prior to this we spent 3 weeks chasing up an out patient appt and weeks chasing up the operation date. This was eventually given to us verbally but still awaiting details. This just adds more stress to an already stressful time. We have heard that we just wait for a phone call the day before the surgery before turning up but based on the poor communication so far can anyone really be trusted to do this? Sadly I have never experienced such poor communication in the NHS before.

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Response from Eve Koutidou, Patient Experience and Quality Officer, Central Manchester University Hospitals NHS Foundation Trust

We are sorry to learn that your partner’s experience was not as positive as we would hope, especially that the communication with regard to your partner’s admission has been so poor.

It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible. Your concerns have been raised directly with the staff in the department involved, so that others don’t experience the same issues as you and your partner did.

I can confirm that cardiothoracic surgery patients, such as your partner should  be advised to remain at home on the morning that their procedure is due to take place and wait for a phone call from the hospital to advise when a suitable bed is available. This arrangement has been introduced as patients are more comfortable waiting at home for a bed to become available, rather than wait in hospital. Please accept our apologies if this was not clearly explained to you.

If you would like to discuss your concerns in more detail, please contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk who would be happy to assist.

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