St Mary's Hospital
Oxford Road, Manchester, Greater Manchester, M13 9WLContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Very slow service
Rated 2 stars out of 5
by Anonymous - Posted on 28 December 2022
We came to the maternity ward on the 26th Dec because of reduced movements. They checked my wife's blood pressure and said it was high. Her blood pressure has been high for a couple days since then. They said it might be pre-eclampsia. They wanted d to induce labour but did not use the tablets but instead used a pessary. That didn't help much. The reason sighted was shortage of meds. My wife is still having headaches but they have stopped monitoring her blood pressure. They are saying we have to wait for the labour ward for 2-3 days to get slot to break her water. This is our fourth day. Also most of the staff is very friendly and polite but some are a bit dry and gives you a bit of cold shoulder. Not blaming any individuals but the service is awful due waiting times and frankly a waste of resources. An unsatisfied customer.
Visited Maternity services on December 2022
Review titled St Mary's Hospital
Replied on 20 January 2023
We were very sorry to receive your comments and concerns via the NHS Choices / Patient Opinion website about your experiences within our Maternity Services at Saint Mary’s Hospital. It is very difficult to respond to the specific concerns you have raised without being able to investigate your concerns in more detail. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about your experience. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@mft.nhs.uk quoting reference number PO22/0152, they will be able to discuss this with you. Mrs Alison Haughton Chief Executive Officer – Saint Mary’s Managed Clinical Services.
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Review titled Great staff poor management /terrible food
Rated 4 stars out of 5
by Anonymous - Posted on 01 November 2022
I am in the hospital at the moment as I have had surgery for ovarian cancer. The staff are fantastic and are doing their best with a poorly managed hospital. When I arrived a needed an air mattress as after the operation I would be immobile for a few days. After this time I asked if I could be changed to a standard foam mattress as the air mattress was faulty and kept deflating. Eventually I was told that there was no foam mattress available across the whole site of 5 hospitals. This is completely madness how can you not have enough standard mattress for the beds that you have! I have eventually received a foam mattress when I went and asked the ward manager this morning and she told me that 3 had become available across the site. I asked to get one for me which she did manage. Why should I be lying on a mattress that deflates after major surgery because the hospital don't hold enough foam mattresses! Secondly the food is terrible. When the staff are bringing you your meal apologising because you can see how bad it is there is something wrong! The lunch is always a sandwich of either egg, ham, cheese. Maybe others. However I need to be able to move my bowels easily because of the surgery and having bread all the time is not inducive to this. One evening I chose what I was told was cauliflower cheese when it arrived it was actually small squares of potato in a cheese sauce! One evening I also received a meal that was warm on some places but cold in others. There is every little choice and for any long stay patients the rotation of the menu is only a few days! I have stayed in a number of local hospitals over the past few months and this is the worst food I have ever had. To the point that most evening I don't eat the evening meal and have the rice pudding to fill up on instead! There is no excuse for poor food as other hospitals are managing to do this! I would like to finish on a high and say that the staff are amazing and are doing their best in a very hard situation.
Visited Gynaecology on October 2022
Review titled St Mary's Hospital
Replied on 24 November 2022
Thank you for your positive comments regarding the staff. The Trust has introduced a behavioural framework within which all members of the nursing and medical teams' practice, so it was reassuring to read that you found all the staff caring and supportive and that the team were able to support you throughout your stay with them. I can assure you that we have passed on your feedback to Dr Rohna Kearney, Clinical Head of Division for Gynaecology, Ms Emily Hoyle, Divisional Director for Gynaecology and Ms Rachael Schollar, Head of Nursing who will be delighted to share your feedback with the staff. We were sorry to learn that your experience was not as positive as we would hope on Ward 62 regarding your mattress at Saint Mary’s. 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. Your concerns have also been raised directly with the Head of Nursing for Gynaecology so that she can look into them so that others don’t experience the same issues as you have. If you wish to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk quoting reference number PO22/0118 they will be able to discuss this with you. May I take this opportunity to wish you well for the future. Alison Haughton Chief Executive Officer
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Review titled Wonderful, caring and professional team
Rated 5 stars out of 5
by Hannah and Paddy - Posted on 08 October 2022
I gave birth at St Mary's in October 2022 due to complications, despite being initially booked in at the Wythenshawe Birth Centre, so my birth plan and vision of labour/birth went out of the window. Everyone involved in my care at St Mary's was really wonderful - kind, caring and so reassuring when I was very scared and in pain! There were some issues with staffing, especially overnight, but the staff on Wards 64, 65 and 66 were exceptional and you barely noticed it. The student midwives were also very impressive and put me at ease. When I needed more pain relief and medical attention after a long labour the anaesthetist and obstetrician arrived in minutes. When I needed some emotional support very early in the morning with a newborn, extra food and requested to go home as soon as possible the midwives and maternity support workers put everything in motion to help me. A neonatal doctor provided some excellent and reassuring care when our baby needed an extra check. We are so grateful for everything - thanks so much to everyone who was working on 5/6/7th October!
Visited Maternity services on October 2022
Review titled St Mary's Hospital
Replied on 25 October 2022
Thank you for your positive comments posted on the NHS Choices / Patient Opinion website regarding your care within the Maternity Services within the Saint Mary’s Managed Clinical Services. It was very kind of you to take the time to write and compliment the staff as it is good to receive positive feedback which reflects the hard work and dedication of our staff. The Trust has introduced a behavioural framework within which all members of the midwifery and medical teams’ practice, so it was reassuring to read that the team have been able to support you both through a difficult birth and post operative recovery with care and compassion. I can assure you that we have passed on your feedback to Dr Ed Johnstone, Clinical Head of Division for Obstetrics, Ms Victoria Bateman, Divisional Director and Mrs Kathy Murphy, Director of Midwifery and Nursing who will be delighted to share your feedback with the staff involved. May I take this opportunity to wish you and your family well for the future Alison Haughton Acting Chief Executive Officer.
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Review titled Please improve your communication
Rated 3 stars out of 5
by Sharon - Posted on 12 October 2022
I have had nothing but good things to say about your IVF team as they helped us conceive our first child in 2018. I came back for a paid service in 2022 and there was a bit of miscommunication with the IVF team. I highlighted this and asked that it be improved. A few minutes later a senior to the person who initially called me called me back and in an effort to explain the situation which I already understood and was not questioning, they told me I was wrong as noone in their team would ever make such a mistake and proceeded to use the words if you already have a child the second one is a luxury. This was hurtful. I cannot conceive naturally,I am not asking for a freebie and I am willing to pay for the 'luxury' of a second child. I just spoke out so the messaging to patients can be consistent. Do better
Visited Maternity services on September 2022
Review titled St Mary's Hospital
Replied on 25 October 2022
We were very sorry to receive your comments and concerns via the NHS Choices / Patient Opinion website about your experiences in our Department of Reproductive Medicine at Saint Mary’s Managed Clinical Service. It is very difficult to respond to the specific concerns you have raised without being able to investigate your concerns in more detail. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about your experience. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk quoting reference number PO22/0101 they will be able to discuss this with you. Alison Haughton Acting Chief Executive Officer
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Review titled Long waits, no communication
Rated 2 stars out of 5
by Anonymous - Posted on 30 September 2022
Referred on a 2ww in July. Told in August I would need an operation within 4 weeks. 4 weeks later, still heard nothing. Is it not possible to contact patients when there are delays to let them know what it going on? Over 2.5 months since I was first refered. The anxiety is making me ill.
Visited Gynaecology on September 2022
Review titled St Mary's Hospital
Replied on 25 October 2022
We were very sorry to receive your comments and concerns via the NHS Choices / Patient Opinion website about your experiences with our Gynaecology Services at Saint Mary’s Managed Clinical Service. It is very difficult to respond to the specific concerns you have raised without being able to investigate your concerns in more detail. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about your experience. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk quoting reference number PO22/0088 they will be able to discuss this with you. Alison Haughton Acting Chief Executive Officer
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Review titled Impossible to get in touch with anybody
Rated 2 stars out of 5
by Anonymous - Posted on 10 October 2022
I wouldn't usually leave a bad review, but after being on hold for the last 2+ hours and being cut off twice, I feel like this is a last resort at getting in touch with someone. Communication is terrible at this hospital. I'm trying to arrange starting a frozen embryo transfer cycle, but after 5 weeks I've not heard back from anyone. The last two times I heard within a few days and so to be expected to wait such a long time seems unreasonable to me. Am I in a queue? Have my notes been passed to the nurses? Are they aware that I'm waiting? I don't even know because nobody tells you anything when you call. Whenever I come in, the staff are absolutely lovely and I've not had a bad experience at any of my appointments. But trying to arrange appointments is another thing. If I knew it was possible to take funding to another hospital, I would have done that at the start of my cycles and recommend others to do so.
Visited Gynaecology on August 2022
Review titled St Mary's Hospital
Replied on 25 October 2022
We were very sorry to receive your comments and concerns via the NHS Choices / Patient Opinion website about your experiences with our Department of Reproductive Medicine, Gynaecology Services at Saint Mary’s Managed Clinical Service. It is very difficult to respond to the specific concerns you have raised without being able to investigate your concerns in more detail. We take all issues surrounding patient care very seriously and would very much like to hear from you directly about your experience. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk quoting reference number PO22/0099 they will be able to discuss this with you. Alison Haughton Acting Chief Executive Officer
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Review titled Still waiting for an MRI
Rated 2 stars out of 5
by Anonymous - Posted on 27 July 2022
Referred on a 2ww for an MRI and still waiting more than 2 weeks later with no communication from the hospital. It is a difficult enough time without the extra wait and the added uncertainty.
Visited Gynaecology on July 2022
Review titled St Mary's Hospital
Replied on 18 August 2022
The Division of Imaging is sorry that you still have not received any communication for your scan. Unfortunately, the division is unable to look into your concerns as your patient details have not been provided. If you could please contact the division on (0161 701-5613) so that they can address your concerns at the soonest possible time. Thank you.
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Review titled Impossible to get through on the phone
Rated 2 stars out of 5
by Anonymous - Posted on 27 July 2022
Have tried calling reproductive medicine morning. On hold both times for 30+ minutes then cut off. Completely unprofessional. The fact that patients are using your service means they are already going through a stressful enough time. Not being able to have their concerns answered only adds to the worry.
Visited Gynaecology on July 2022
Review titled St Mary's Hospital
Replied on 12 August 2022
Thank you for your feedback. We are sorry to learn that your experience in contacting the Department of Reproductive Medicine at Saint Mary's Hospital has been a disappointing and frustrating experience for you. I have discussed these events with the Director of Nursing for Gynaecology who was very sorry to hear of your experience. The Division of Gynaecology currently has significant administrative staffing pressures across the Gynaecology administrative service which has resulted in a reduction of staff available to answer the phones. A new telephone system has recently been implemented which is designed to allow patients to choose the exact area in which they need to make contact, however with the current staffing gaps in the service we are not able to answer all calls that we receive as efficiently as we would normally aim for. Saint Mary’s MCS appreciate that this is an issue within the service currently and are working hard to rectify this situation and improve the way in which patients can communicate with the Trust. It is challenging 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 our Patient Advice and Liaison Service (PALS) on 0161 276 8686, referencing PO22/0058 or by e-mailing pals@mft.nhs.uk. We will put you in contact with a senior member of the team to discuss your concerns. Alison Haughton Acting Chief Executive Officer
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Review titled Delivery
Rated 5 stars out of 5
by Anonymous - Posted on 03 August 2022
I felt totally comfortable, the person in charge of my birth respected my decisions at all times and helped me to have a birth as natural as possible
Visited Maternity services on July 2022
Review titled St Mary's Hospital
Replied on 18 August 2022
Thank you for your positive comments posted on the NHS Choices website regarding your care within the Maternity Services within the Saint Mary’s managed Clinical Services. It was very kind of you to take the time to write and compliment the staff as it is good to receive positive feedback which reflects the hard work and dedication of our staff. The Trust has introduced a behavioural framework within which all members of the midwifery and medical teams’ practice so it was reassuring to read that the team enabled you to have the birth of your choice. I can assure you that we have passed on your feedback to Dr Ed Johnstone, Clinical Head of Division for Obstetrics, Ms Victoria Bateman, Interim Divisional Director and Mrs Kathy Murphy Director of Midwifery and Nursing who will be delighted to share your feedback with the staff involved. May I take this opportunity to wish you and your family well for the future Alison Haughton Acting CEO.
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Review titled Admin staff giving hurtful clueless direction
Rated 1 star out of 5
by Anonymous - Posted on 29 June 2022
After being told to do so by the hospital staff, I called the admin line of the hospital at 9am to start the process of becoming an egg donor. Once I’d explained why I was calling, the man who answered told me to call back at 10am for my request as it required a nurse’s input. After calling back at 10am, I was told by the same person that actually no nurses were available and to ring again at 12pm. After ringing at 12pm I spoke to a nurse who told me (despite what I'd previously been told earlier that day) that I did need to speak to admin, not a nurse, so that they could take my details and that the team would ring me back. They did not. I called again at 3pm hoping to get things sorted (each time ringing was 25+ minutes on hold during my working day) and got through to the man I originally spoke to at 9am and 10am and was told I “did not need to call at all” and instead should write in a letter to start the process. I am very upset that I was not informed of this originally, especially as I spoke repeatedly to the same admin staff member throughout the day, and he knew of my query the entire time, so I’m very shocked he continued to tell me to call back. This is a really sensitive issue, and I went through such an ordeal even just to start the process. I called 5 times in total and was on hold for at least 25 minutes each time. I’m really hurt by the dismissive, changeable, and cold treatment I received from the admin member of staff.
Visited Don't know on June 2022
Review titled St Mary's Hospital
Replied on 22 July 2022
Thank you for taking the time to share your comments. We were sorry to learn of your unsatisfactory experience within the Reproductive Medicine department. We hope we can assure you that the Trust strives to provide patients with excellent care and experience, so we are sorry that we did not achieve it for you on this occasion. Your comments have been discussed with the individual staff member concerned who apologised for how he made you feel as this was not his intention, it was also highlighted in an administrative staff meeting as a reminder of the process of becoming an egg donor. Should you remain dissatisfied and wish to discuss your experience further, please contact the Patient Advice and Liaison Service (PALS) at your earliest opportunity on telephone 0161 276 8686 quoting case number PO22/0043.
Information supplied by Manchester University NHS Foundation Trust