"Poor standards - you need to be cleaner"

About: Central Manchester University Hospitals NHS Foundation Trust

I attended A&E for an issue with my eye - the reception staff were rude and curt and made me feel unwelcome. I was then sent to the emergency eye assessment area which was a harrow journey through what can only be described as filthy corridors with waste bags lying on floors and an unmistakable smell of bodily fluids.

The staff within the eye assessment area could not have been more different - helpful, polite and caring and I thank them for that.

All in all an unpleasant experience in a very unclean hospital.

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Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback. We are sorry to learn that your experience was not as positive as we would hope on 24th June 2014. 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.

In response to your comment, we can tell you that the administration manager for the Emergency Department is reviewing the administration staff training records and organising for the team to attend a refresher course in customer care skills. We have also had a number of new starters within the team who will be undertaking this training for the first time. Please be assured that your concerns have also been raised directly with the administration staff on duty that day in the department so that they can reflect on this complaint so that others don’t experience the same issues as you did. The Emergency Department Matrons carry out a weekly walk round with the Sodexo facilities Matron to review and monitor the cleanliness of the department and these concerns have been raised with them to review during the next walk round to improve the service. Please accept our apologies if this did not meet your expectations.

It is difficult to respond to all the posts in a full way often because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

The Patient Experience Team

Central Manchester University Hospitals NHS Foundation Trust