"Extremely unprofessional"

About: Manchester Royal Infirmary

I am a general dental practitioner. Had an emergency patient with swelling underneath chin and neck which had affected swallowing and speech.

This is a serious urgent case as could affect patient's breathing and could become very critical.

Tried to contact the switch to get in touch with MAXFAX SHO on call to refer the patient in , no answer for 30 minutes. phoned A&E, the receptionist who answered did not introduce themselves, when I asked for their name ignored and did not answer, when I asked to speak to MAXFAX they laughed and put the phone down.

I am disappointed and speechless.

Story from NHS Choices

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Response from Central Manchester University Hospitals NHS Foundation Trust

We are very sorry to have received your comments and concerns via the NHS Choices / Patient Opinion website about your experiences. The Team in the Emergency Department were would like to apologise that you recently experienced difficulties when trying to contact the Trust on behalf of your patient. Unfortunately the Trust switchboard can experience busy times and delays can occur as a result, we would ask that you persevere as your call will be answered as soon as a member of staff becomes free.

In relation to your experience when you called A&E, we are extremely concerned to read that you had such a poor customer service experience and can assure you that this would never be an acceptable approach to anyone contacting the department.

It is very difficult to respond to the specific concerns you have raised without being able to investigate in detail. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about this matter. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk we will be happy to discuss this with you.

The Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust