"Manchester Heart Centre Day Ward"

About: Manchester Royal Infirmary

The Heart Centre is welcoming, very clean and modern and having read the glowing reviews above of the surgical Wards, standard of Nursing, and professionalism and skill of the Surgeons,

I know I will be in good hands when I have my surgery.

The staff on the Day Ward were very kind, patient and always had time for me should I need one of the nurses.

The procedure I went in for was done quickly and painlessly, and care after was ok.

It is difficult to say why I was shaking with terror as I walked into the small theatre and lay onto the table, without seeming a bad person when I say I struggled greatly with the many different accents of the staff, something which believe me when you rely on a very elaborate hearing aid to hear, can lead to great embarrassment for the patient and the staff who are asked over and over to repeat what is being said, at times I had to guess what was being asked or what I was being told, in all honesty this would have applied of any strong accent, it was just that most of the staff spoke with one.

A Nurse, after attempting to put a canula into my arm told the senior nurse, that they could never get them in properly, when asked the member of staff later who would be doing my procedure, was it a Doctor, Surgeon, or Specialist, they just said that they were non of those but was very nice and thorough and gave me a name, which I could not hear correctly.

The person, who was very kind, came to speak to me, but again they had a strong accent, talked far too quickly and I could understand little, which lead to me telling them how to talk to a person who is hard of hearing, that raising their voice made things worse, that they should slow down and talk clear, they were obviously embarrassed, and so was I. I must admit little consideration, on admittance to the ward, regarding it being a mixed sex ward.

I am a mature lady, I was given a bed inbetween two mature gentlemen, one of whom had his wife and daughter sat at the end of his bed.

Old draped, paper curtains were drawn and I was told strip everything off and put on a gown, which tied at the back.

I did wonder if the two ladies would have done that, probably not.

I cannot understand why, even though firstly shown to a corner bed, why I was deliberately then moved and put inbetween two males, it seemed to me this was done for the convenience of my Nurse, no consideration given to me. One nurse tried in vain to get a reply from my son on the ward phone, later when I could go home and I thank the nurse for their patience and kindness.

If someone was to ask me what scared me, I would say nobody worked like a team, indeed I saw a group of nurses and staff obviously ridiculing a member of staff because of their footwear, they seemed very embarrassed when they came by.

I saw a similar incident much later, thankfully not my nurses.

I have had surgery before, radiotherapy and exploratory procedures, unpleasant but never felt vulnerable, unsafe and shaking, never again, hopefully.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Patient Experience Team, Central Manchester University Hospitals NHS Foundation Trust

Thank you for taking the time to write to us about your experience at Central Manchester University Hospitals via the NHS Choices website. It is important to us that comments are heard and seen as an opportunity provided for the service to make changes and improvements wherever possible.

We are very sorry to hear of your experience at the Manchester Heart Centre Day Ward. It is difficult to respond in full to your concerns without more detail but please be assured that the issues you have detailed have been taken seriously and shared with the Manchester Heart Centre and Cardiology Matron Nicola Devaney who will be taking appropriate action to deal with the matter. The text of your feedback has been printed and posted to the notice board in our recovery area. This will form part of the staff briefing for several days to ensure that everyone is aware of your experience during your time in our department.

Matron Devaney advises that we place a high value on the way in which we treat our patients. As you mentioned we are a clinical department, not a ward and unfortunately we are unable to look after male and female patients in different areas. Matron Devaney apologises if you felt that this was inappropriate.

The catheter laboratory suite has elective patients from other hospitals, ward in-patients and emergency patients. Thus, from time to time we do have a high level of volume whilst critically ill patients are cared for.

Within each highly qualified and busy team, there is always light-hearted chat between individuals. We welcome this as it helps the team to gel. Without knowing more detail it is difficult to investigate your concern relating to a colleague being ridiculed; however we apologise if this made you feel uncomfortable.

After consideration of this response you may wish to provide more detail which will allow us carry out a complete investigation. If you would like to do this then please do not hesitate to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk.