"Grateful for the skills of A&E, surgeons and..."

About: Manchester Royal Infirmary

What I liked

I was fixed! from ambulance to trauma ward, I felt I was in good hands.

What could be improved

The surgical trauma ward was fairly traumatic in its own way, and probably worse for me having an accident just before a Bank Holiday. There seemed to be temporary staff on the ward who did their job but didn't work well as a team. I struggled with one nurse who I felt didn't actually like patients, although she did her job proficiently enough. One guy was exceptional at calming the ward in the evening and making it possible to sleep - on other nights it was very noisy (e.g. talking policemen at the foot of the bed at 2am). It changed again after the long weekend when a team that clearly worked well together came back and all was good again. The other issue was that there was a lady with dementia on the ward who was clearly anxious and also quite aggressive to other patients, as well as shouting quite a lot. I'm not sure anyone knew how to deal with her. The Bank Holiday meant I wasn't transferred to another hospital for skin grafts meaning I probably choked up a bed 2-3 days longer than necessary. I then also had to wait for a slot at the other hospital as the surgeon hadn't been booked in. This seemed a waste of bed time.

Story from NHS Choices

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Response from Manchester Royal Infirmary

Thank you for your positive comments about the services you received. I was, however, very sorry to receive your comments and concerns via the NHS Choices website about your experiences on the surgical trauma ward (ESTU, Emergency Surgery Trauma Unit), particularly in respect of the quality of the nursing staff on the unit. It is very difficult to respond to the specific concerns you have raised without being able to investigate in detail. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about this. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be happy to discuss this with you.

Eve Koutidou

Patient Experience & Quality Project Officer

Central Manchester University Hospitals, NHS Foundation Trust

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