Royal Stoke University Hospital
Newcastle Road, Stoke-on-Trent, Staffordshire, ST4 6QGContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Excellent surgical team
Rated 5 stars out of 5
by Jenny - Posted on 19 June 2024
My Consultant was direct and to the point just what I needed. From transfer in on the 13/06 the staff on the ward 101 and 102 and theatre team were amazing. I wanted to say thank you. My Surgery was this Sunday 16/06 gone and discharged on 17/06. My only criticism is on returning to the ward after surgery, i asked for pain relief. Very busy night nurse took such a long time to bring it to me it was paracetamol she said try that first. I then said I needed the loo and they the night nurse and HCA made me get out of bed my pain score was 10 and walk to the bathroom the eye role was not necessary it was sheer agony I thought I was going to pass out the HCA stayed in the bathroom with me. A commode would have been sensible by the side of the bed at that stage. The care overnight was seriously lacking and I was glad to see Senior Staff Nurse who had worked Sunday, doing the day shift she was old school hands on and very human after surgery that's what you need not some efficacious Nurse who acts like patients are too much trouble. When told I could go home Monday I was very happy to leave. The holding bay anaesthetic and I'm sure the theatre team have done an excellent job at putting me at ease both pre and post surgery Thank you for gettimg me back home to recover. And all other ward staff were amazing too. The tea makers especially. Thank you again
Visited Emergency Abdominal Surgery on June 2024
Review titled Royal Stoke University Hospital
Replied on 20 June 2024
Dear Jenny, Thank you for sharing your experience on our surgery wards. While it is lovely to hear about the positives, I sincerely apologise for your experience overnight on Sunday. I will ensure your feedback is passed on to all areas, so the teams may enjoy the lovely comments but the less positive issues can be addressed and learnt from. I do hope you are continuing to recover well at home. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Amazing Staff
Rated 5 stars out of 5
by Meg Williamson - Posted on 03 June 2024
I have spent 2 days (Saturday 1st June/Sunday 2nd June) in Stoke hospital as a Carer for my client. My client has been situated in AMU for their stay so far, the staff on this ward have been nothing but polite, kind, patient, understanding and compassionate, they continuously offered me and my client support and always went above and beyond their role as staff, they are making our time as enjoyable and comfortable as it could be.
Visited Accident and emergency services on June 2024
Review titled Royal Stoke University Hospital
Replied on 19 June 2024
Dear Meg, Thank you very much for taking the time to share your kind words regarding yours and your clients experience on AMU. Carer's are so important, and are able to provide such valuable information about the individual needs of their clients to our staff. I am so pleased to read of the support you have also been provided with. I do hope your client is now on the way to recovery. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Excellent treatment
Rated 5 stars out of 5
by Charles Harvey - Posted on 29 June 2024
I was impressed by every aspect of my care at this marvellous hospital. From rapid diagnosis to scans and X-rays, followed by a week in a room of my own, it could not be faulted. The sympathy and positive attitude of every member of staff were enough by themselves to make you feel better. Every request for assistance was met with a smile; medicines and drugs were dispensed with unfailing regularity; the surgeons were warm and approachable; the physios were challenging but understanding; and visitors were welcomed at all times. Meals were pleasant and varied, in ample quantity, and dispensed like clockwork every day. After a week I was moved into a small ward and saw for myself the care that was given to every other patient with needs much greater than my own. Every person was treated with respect, no matter what help they needed. Anyone who has worked in a large organisation will know that all this does not happen by accident. It takes good management to motivate so many people so effectively, no matter how dedicated they may be. We read every day about the ‘broken’ NHS: what a pity we hear far less about the thousands of success stories that pass every day through its doors. I have seen the very best of private hospitals at first hand, and I cannot think of a single aspect of their care that was superior to the Royal Stoke. Thank you to everyone who works there.
Visited Major trauma on June 2024
Review titled Royal Stoke University Hospital
Replied on 01 July 2024
Dear Mr Harvey, Thank you so much for taking the time to share your experience of our hospital. Your kind words are very much appreciate by our staff who work extremely hard to deliver a high standard of care, sometimes in very challenging circumstances. Knowing your feedback will really make a difference. I do hope you are recovering well. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Post-operative care on ward 112
Rated 5 stars out of 5
by Esme - Posted on 30 May 2024
From the minute that i had arrived on the ward scheduled for surgery, the staff treated me with nothing but kindness. As a scared 16 year old girl i was unnerved and worried, the staff on the ward greeted me with smiles and kind words to comfort me. When i came back from surgery, the staff worked above and beyond to do absolutely everything for me. i had 2 students helping me too and i cannot thank them enough, one in particular came into my room and made me laugh when i was struggling and helped me to eat when i didnt feel like eating. i was feeling helpless and upset and they could not be more helpful and reassuring to me. The personal care that i received was phenomenal, i felt dignity and not once did i feel exposed and ashamed. i was encouraged to get up and walk and do good things for my health. All of the people working on the ward have done an amazing job of looking after me and i cannot thank them all enough you were amazing and never made me feel like a burden to your day. if anything you walked into my room with the brightest smiles and the most encouraging words. thank you so much to all of the staff i cannot thank you enough :)
Visited Orthopaedics on May 2024
Review titled Royal Stoke University Hospital
Replied on 19 June 2024
Dear Esme, Thank you so much for your lovely comments. I am so pleased to read the standard of your care was to the standard we aspire to provide. I will ensure your kind words are shared with Senior Sister on Ward 112 and her team. I hope you're continuing to recover well following your surgery. With best wishes Rebecca Pilling Head of Patient Experience
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Review titled Poorly treated
by Anonymous - Posted on 19 May 2024
Due to go into hospital for an induction on Friday,it's Sunday today they still aren't bringing me in..the induction was booked by my consultant due to losing my Son this time last year. We wanted to stay away from his anniversary because it would be to painful. Buy it looks like the hospital don't really care about what the consultant says nor do the care about my mental health around the anniversary of my sons death. The service has been disgusting. They have no comparison what so ever.
Visited Maternity services on May 2024
Review titled Royal Stoke University Hospital
Replied on 19 June 2024
Dear Patient, I am genuinely very sorry to read your comments. I do appreciate time has passed since your post, and I sincerely apologise for the delay in responding. I would be very grateful, if you have not already done so, if you could contact our Patient Advice & Liaison Service (PALS) on 01782 676450 or via email to patientadvice.uhnm@nhs.net to provide additional details to allow us to further investigate your issues. In the meantime, I will ensure your comment is shared with the Maternity Management team. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled 7 months pregnant in a car accident and waited 9.5 hours!!
Rated 2 stars out of 5
by Anonymous - Posted on 22 May 2024
I was in a car accident where I was driving & was hit on the driver’s side. In total waited 9.5 hours and when I was finally seen by a doctor, she didn’t even know why I was there. Midwives were amazing but absolutely not enough staff on and the whole process was a disaster! Did not help my anxiety about the situation whatsoever.
Visited Maternity services on May 2024
Review titled Royal Stoke University Hospital
Replied on 19 June 2024
Dear Patient, I am so very sorry to read of your disappointing experience at our hospital. To allow us to investigate and ensure we learn from your feedback, I would be very grateful if you would contact our Patient Advice & Liaison Service (PALS) on 01782 676450 or via email to patientadvice.uhnm@nhs.net provide additional details. With kindest regards Rebecca Pilling Head of Patient Experience
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Review titled Incredible maternity service
Rated 5 stars out of 5
by Sophie Parker - Posted on 06 June 2024
On the 26th May 2024 I gave birth to my little girl at the MAU. I cannot possibly find the words to explain what an incredible experience I had and how amazing the staff were that looked after me! The care and compassion was just fantastic, and from start to finish every midwife and nurse that came to me just put me at ease throughout my stay. I feel emotional even writing this but believe they deserve so much recognition. I've never felt support like I did while I was there. The 3 midwives that were there for my labour were lovely and so so supportive, even when I got to the end and I had to go into theatre. They even came to me the next two days to chat to me and see how me and baby were. They just went above and beyond in any way they could and I couldn't thank them enough. I'm so glad that I got to experience my labour here and and that I had the wonderful staff that I did 🥹 thank you to those 3 special midwives that were so incredible throughout my labour and delivery. (Unfortunately cannot name them on here)
Visited Maternity services on May 2024
Review titled Royal Stoke University Hospital
Replied on 19 June 2024
Dear Sophie, Thank you so much for taking the time to share your experience of our Maternity Services. Your comments are so lovely. I will ensure they are shared with the MAU team- I know they will appreciate your kind words very much. I do hope you are settling in well with your new baby girl and she is allowing you some rest! With very best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Ward 223
Rated 5 stars out of 5
by Amy JEAVONS - Posted on 29 May 2024
I stayed on Ward 223 from 12th to 17th May after having a procedure done in theatre. I’ve sent a thank you card to the department naming the amazing staff which I hope is received by them this week which has staff names on there as I am not allowed to name them here but safe to say everyone in the team on ward 223 were friendly, helpful, brilliant at their jobs and they put my mind at ease on what was a very scary time for me. This team are a credit to Royal Stoke University Hospital and a credit to the NHS and I would very much like the team lead and management of the department to read this feedback and also to read the card I have sent which singles out one nurse in particular who was so kind to me and she is an outstanding nurse. I may well have to return here at some point in the future and I would not be adverse to this and know that if I do return I am in capable hands. It’s so easy to write complaints but positive feedback can be hard to come by sometimes but this ward is caring and well run. Thank you all for looking after me so well when I was ill. You are all absolute stars. I can’t thank you enough.
Visited Cardiothoracic surgery on May 2024
Review titled Royal Stoke University Hospital
Replied on 19 June 2024
Dear Amy, Thank you so much for taking the time to share your incredible feedback regarding your stay on Ward 223. I will visit the ward and ensure I read your card, and will also share this lovely comment with the Senior Sister and her team for their enjoyment. It really does mean a lot to staff when they know they have been able to provide the standard of care they aspire to and have made a difference to patients. I do hope you're continuing to recover well following your surgery. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled A&E
Rated 3 stars out of 5
by Anonymous - Posted on 20 May 2024
Miserable, unsympathetic receptionist. Didn’t manage a smile or reassuring word. Ear, nose and throat doctor sent us home then called and asked why we had left. He then proceeded to advise we purchase a drug which we later found out is prescription only.
Visited Accident and emergency services on May 2024
Review titled Royal Stoke University Hospital
Replied on 19 June 2024
Dear Patient, I am so very sorry to read of your poor experience in our A&E department. To allow us to investigate this issue further and learn for the future, I would be very grateful if you could contact our Patient Advice & Liaison Service (PALS) on 01782 676450 or via email to patientadvice.uhnm@nhs.net to provide additional details. In the meantime, I will ensure your comments are shared with the ED management team for their reflection. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Professional, efficient and kind
Rated 5 stars out of 5
by Anonymous - Posted on 15 May 2024
This relates to both Accident and emergency reception and particularly my experience of the Abulatory specialist decisions department. I arrived at reception to be greeted by a friendly and helpful receptionist who took my doctors note which was immediately given to a nurse who immediately summoned a porter with a chair who whisked me off to Specialist decisions unit straight away. Once in the unit staff were polite courteous and clearly very busy. The nurse in charge was both professional and excellent managing to answer phones, organise staff, liaise with doctors and keep the whole team on track with actions. The department was clean. The doctor who I saw was excellent, listened to what I said, gave me a full and comprehensive examination and came up with a plan. I felt valued, listened to and for the first time in months hopeful. Of course you can’t help noticing everything that goes on around you when you are sitting waiting, its human nature. There was considerable moaning from people waiting for treatment and quite honestly in my opinion people who were less than courteous to the staff who were doing their best. Generally the whole experience was a positive one. In terms of staff I know people are paid to do a job but what I experienced were staff who genuinely showed a positive regard for those in their care and its that star quality in the staff (including the porters who ferried me about) that should be celebrated. I hope those at trust board level follow an open and supporting culture to those poeple who work so hard to pay their wages. Just one more thing to add. This is a private finance initiative and the porters are contracted by another provider not the NHS. Porters should be given footwear vouchers as I understand they walk over 30K steps a day and please get them a decent polo shirt. Also for the private finance management company, its important that they do something about the dreadful signage across the site and introduce decent standard signage along with colour defined zones to aid navigation and way finding. Other large hospitals have it.
Visited Accident and emergency services on May 2024
Review titled Royal Stoke University Hospital
Replied on 19 June 2024
Dear Patient, Thank you very much for taking the time to share your suggestions and comments regarding your visit to our ED and SDU. I am so pleased to read the care provided to you was of the high standard to which our staff aspire, and that you felt listened to and were provided with a comprehensive plan of care. I will ensure I share your kind words with the staff in both areas. I will also pass on your comments regarding the Porters and the Wayfinding to the appropriate teams. With best wishes Rebecca Pilling Head of Patient Experience.
Information supplied by University Hospitals of North Midlands