"Appalled by the waiting time"

About: Manchester Royal Infirmary

I'm very disappointed with my first and hopefully last experience there. I waited from around 7am in the morning till around 11am before I was attended to after a major fall. I found out I had an AC injury (torn ligament) in my right arm. I was in a lot of pain after the fall and didn't realise it would take that long before I was attended to. There was another patient who had a bleed in his head who wasn't even cared for. For over 3hrs, the bleed in his head wasn't attended to. Therefore, for immediate attention, you have to be dying or in a similar condition. If this isn't bad service, I'm afraid what is.

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Response from Manchester Royal Infirmary

Thank you for your feedback. We are sorry to read about your experience when you attended the Emergency Department at Manchester Royal Infirmary.

as this is not the standard we would expect. It is important to us that comments are seen as an opportunity to make changes and improvements wherever possible.

We are very sorry that you were left for a long period of time without attention and that your pain was not addressed. The standard we aspire to, which is in accordance with National Guidelines, is for patients to be seen by a triage nurse within 15minutes of arrival and then an appropriate clinician (either a doctor or a specially trained nurse) within 1 hour of their attendance.

As part of the triage process, pain relief can be given and the need for this is assessed as required by the nurse.

We are sorry that this did not happen in your case. At times the department is very busy and patients can become acutely unwell and require immediate medical attention. Whilst we view all our patient’s needs equitably, there are times when the clinical team have to prioritise their resources accordingly.

It is difficult for us to assist you directly due to the anonymity of the NHS choices website. 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 e-mail pals@cmft.nhs.uk who will be happy to discuss your concerns.

The Patient Experience Team.

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