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Long wait and little information

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"Long wait and little information"

About: Manchester Royal Infirmary / Accident and emergency

My complaint is not about the dedication of the doctors, nurses and medical staff but the lack of information I was given and the poor organization within hospital.

I was waiting for a blood transfusion and was supposed to receive 2 units. I waited from 10 am until 8 pm in the evening and by that time had only recieved one unit. The reason given was that the blood pack as had to be brought up by the porters and one could wait an hour for a porter. As each transfusion takes 3 hours this would have entailed a minimum of 3+ hours before I could home and I envisaged not getting out before midnight. Eventually I signed myself out. The staff were not pleased and made this clear.

During this time I had to ask repeatedly about what was taking place, when things were likely to happen and the reason for delays. I was spoken to as if I were a naughty child in school for questioning the "process" of how things were being done. Only 1 doctor gave me any indication of a time line. I was asked several time if I had ever had a transfusion but no one thought fit to warn me that it was possible to have an adverse reaction.

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Responses

Response from Manchester Royal Infirmary 5 years ago
Manchester Royal Infirmary

Submitted on 18/10/2018 at 08:40
Published on nhs.uk at 09:05

Thank you for feedback. We were sorry to learn that your experience was not as positive as we would have expected when you attended the Emergency Department (ED) at the Manchester Royal Infirmary (MRI). It is important to us that comments are heard and seen as an opportunity for the service to make changes and improvements wherever possible.

Matron Findlay would like to offer her sincere apologies that you felt the communication from the staff was not of the standard we would expect. Matron Findlay also apologises that the processes within the ED and organisation of the treatment you received was poor. Matron Findlay is sorry that there was such a delay in receiving your blood transfusion and that from your comments the process of transfusion was not explained to you.

In response to your comments, we would like to reassure you that this feedback has been disseminated to all staff in ED to reflect on to ensure that a situation like the one you have experienced does not occur again.

It is difficult to respond to all posts in a full way often because of a lack of detailed information, therefore if you would like to discuss your experience with us in more detail, please do not hesitate to contact out Patient Advice and Liaison Service (PALS) on 01612768686 or be e-mailing pals@mft.nhs.uk quoting reference number PO18/0179.

The Patient Experience Team.

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