"No respect"

About: Manchester Royal Infirmary

Took my 19 year old son who had been assaulted in town, he was told waiting time was 4 hours, after waiting patiently for 5 hours he went to the desk and was informed he had been taken off the list and noted as a no show when he hadnt even left the department so his name wasnt shouted! and was informed if he still wanted to be seen would have to rebook in and wait another 4 hours, no apology or empathy off any staff for a scared young man who was obviously not goign to cause any trouble. regular patients ( i say regular as the police on duty knew their names) were smoking in the a&e department. a gentleman sleeping in a wheelchair was nudged roughly by staff members to check his name! Over all a terrible department.

Story from NHS Choices

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Response from Patient Experience Team, Manchester University NHS Foundation Trust

We are very sorry to receive your comments and concerns via the NHS Choices website about your experiences when you visited the Emergency Department at Manchester Royal Infirmary. Lead Nurse Bartlett has reviewed the concerns you have raised and although it is very difficult to investigate the issues in detail she would like to assure you that your concerns have been taken seriously. Lead Nurse Bartlett would like to apologise to both you and your son for the error which occurred, resulting in a longer wait than was necessary, and for the poor experience you both endured. It is evident that communication within the department was not of the standard we would expect and it is clear from your explanation that there was little empathy shown towards you when you tried to explain that you had not left the department and that in fact his name had not been called. This is unacceptable and again Lead Nurse Bartlett offers her sincere apologies.

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