"7 Hour wait in A & E Rude reception & nurses"

About: Manchester Royal Infirmary

Avoid this A & E if you value your life, from 2am until 9.30am no doctors no people being seen no explanation, when they changed from night staff to day staff the receptionist very rude to waiting patients making enquires as for delay. The nurses were rude the doctor not much better. This is the worst A & E department I have ever had the misfortune to visit. They all need retraining on politeness & how to be courteous. If they don't like there job get out & do the public a favor.

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Response from Amy McCawley, Patient Experience Team, 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 when you attended the Emergency Department as this is not the standard we would expect. 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.

We in the Emergency Department are sorry that you were left for a long period of time without attention. Our usual standard that we aspire to, in accordance to National Guidelines, is for patients to be seen by a triage nurse within 15minutes of arrival, 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 is assessed as required by the nurse. At times we experience high numbers of patients and some patients can be very unwell when attending the department, which is not unique to A&E at MRI. Whilst we would view all our patient's needs equitably, there are times when the clinical team have to prioritise their resources accordingly.

We are sorry to learn that the reception staff on duty were rude and would like to apologise. All members of staff in the Emergency Department are aware of the importance of good communication, good standards of care and strive to achieve this. The staff in the Emergency Department attend 'Customer Service Training' as part of their continual development. Within the Trust we also provide dedicated training sessions for staff in all areas, and all disciplines, in relation to the values and behaviours that the Trust expects staff to demonstrate in each and every interaction with patients.

It is difficult for us to assist you directly due to the anonymity of the NHS choices website because of the 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 department and ask to speak with one of the Matrons or Lead Nurse who will be more than happy to assist and address any on-going concerns.

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