"I visited the MRI today (02/02/10) ..."

About: Manchester Royal Infirmary

(as the patient),

What could be improved

I visited the MRI today (02/02/10) for an outpatients appointment to see my Cardiologist. Greeted by a very surly member of staff in Suite D of the outpatients department.

She informed me that I was late and she would have to 'change her paperwork'. I actually had thought I was nearly 30 mins early and queried this with her. As I had forgotten to bring my letter she told me that I had no proof and that I was clearly lying!!

I have since checked my letter when I got home and I was right, i arrived at 15.50 for a 16.15 appointment.

This lady then discussed that I had tried to 'fob her off' with a member of nursing staff infront of a packed waiting room making me feel very embarrassed.

Her whole attitude stank, however, this is not uncommon amongst many of the staff in this hospital. I suggest some training in customer care would be beneficial.

Anything else?

I have been a patient on a heart ward here before and the ward team were fantastic. But I frequently find the admin staff in outpatients very rude and unco-operative. I would suggest further staff training in patient management.

I work in a hospital and understand the pressures involved, but I know that our admin staff work hard to maintain a professional image for the trust.

As for the cleanliness, it was filthy, but I have come to expect that now - just love the smell of stale urine in the waiting room.

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