Royal Surrey County Hospital
Royal Surrey County Hospital, Egerton Road, Guildford, Surrey, GU2 7XXContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled A Department in Disarray
Rated 1 star out of 5
by Anonymous - Posted on 24 September 2024
My experience with the Trauma and Orthopaedics Department at the Royal Surrey has been the worst Nhs experience of my life. It took the department 3 months just to look at the results of my Mri. 3 out 4 appointments have been cancelled at least once and some twice. One appointment was cancelled only 3 hours before. They failed to show up for a telephone appointment on one occasion. They seem to have only one knee consultant and they have greatly reduced their hours so the wait time is at least a year and there is no initiative to move patients to surgeons or hospitals with less of a wait time. My experience is that it is poorly run and no one is motivated to fix systemic problems. Even a doctor told me "its clunky but there's nothing that can be done."
Visited Orthopaedics on March 2024
Review titled Royal Surrey County Hospital
Replied on 24 September 2024
Dear patient, Thank you for providing feedback on your experience of our Trauma and Orthopaedics Outpatients department. We value all feedback from patients and their relatives as it helps us to keep improving our services and we take this feedback very seriously. We recognise our ongoing challenges due to our booking system and departmental leave. In order to address this, work has been undertaken with our clinics, ensuring that all clinic builds are correct and patients are in the correct slots. We wish to assure you that we have more than one knee specialist, allowing us to manage our caseload of patients however waits do remain. We are working to reduce this. Whilst on the day cancellations are rare, unfortunately they do arise due to sickness and emergency theatre, and we apologise for the inconvenience this causes. Please can you contact our Patient Advice and Liaison Team (PALs) to enable a further discussion and support if required. The team can be contacted on 01483 402757 or by email at rsc-tr.PALS@nhs.net. Thank you. With kind regards, Elaine Kavanagh, Matron for Accreditation and Patient Experience
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Review titled Great medical service
Rated 4 stars out of 5
by Kerri Fitzhenry - Posted on 25 March 2024
I was a patient under the insomnia team, with the help of my clinician/therapist I was able to better understand sleep and how it affects you and other factors that affect it. I was able to learn and put to use tips with helping me get into a better sleep pattern and able to sleep a bit more normally. Very helpful and supportive therapist. I would highly recommend this service. I definitely have achieved some goals whilst under this service.
Visited Sleep Medicine on March 2024
Review titled Royal Surrey County Hospital
Replied on 22 April 2024
Dear Kerri, Thanks for taking the time to let us know about your experience of being cared for by the Insomnia Team and the success you have gained from using this. We have shared your positive comments with the Insomnia Team and it definitely means a lot to them to hear feedback from patients. We wish you all the very best for the future. With kind regards from the Patient Experience Team
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Review titled Amazing service
Rated 5 stars out of 5
by Allison Granger - Posted on 23 March 2024
I visited A and E yesterday having hurt my ankle. I was registered, seen by a minor injuries practitioner, had my ankle x-rayed, seen again by the same practitioner who gave me helpful advice and I was ready to go home in just over an hour. Fortunately it was only a bad sprain and nothing was broken. Everyone I came into contact with was kind and helpful. I would just like to thank all those staff for their care and concern. I couldn’t have wished for a better experience.
Visited Accident and emergency services on March 2024
Review titled Royal Surrey County Hospital
Replied on 22 April 2024
Dear Allison, Thank you for letting us know about your visit to A&E at Royal Surrey. We have passed on your message about the efficient and kind service you received to the A&E team. Patient feedback is very valuable to us and greatly appreciated. Thank you. Kind regards from the Patient Experience Team
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Review titled Incredibly Helpful
Rated 5 stars out of 5
by Anonymous - Posted on 07 April 2024
The staff at the Insomnia Service were very supportive and knowledgable. Prior to contact with them I would never have thought it possible to improve my relationship with sleep but it has happened. I would urge anyone who is struggling with insomnia/bad sleep patterns, to get a referral and give it a go. It may not work for everyone but here is hope. I am now armed with the tools to get my sleep back on track should problems occur. My grateful thanks to the wonderfully dedicated insomnia team.
Visited Sleep Medicine on March 2024
Review titled Royal Surrey County Hospital
Replied on 22 April 2024
Dear patient, thank you for providing your feedback following your treatment by the Insomnia Team. It is much appreciated by the staff who work in our teams to hear back regarding their patients' experiences of care, so we have passed on your feedback. We wish you continuing good sleep patterns. With kind regards from the Patient Experience Team
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Review titled Poor service and shocking cleanliness standards
Rated 2 stars out of 5
by Anonymous - Posted on 13 March 2024
Visit to A&E last week left us in shock. 6 hour wait times, I know this cannot be helped if busy but the staff that we dealt with apart from the receptionist were tardy and unfriendly. I appreciate there are many who visit that are abusive and unappreciative but it felt like we were dealt with with contempt and and a tired worn out attitude that rather appeared that they expect that attidtude from all their patients. Certainly not so in our case. Never mind no 'bedside manner', actual manners would have been nice! The doctor we finally saw walked into the cubicle and burped without even so much as acknowledgement. The main reason for uncharacteristically writing this review was for the state of the A&E as a whole. The place at 9.30pm was disgusting. I could not believe I was sitting in a hospital. All the sanitiser dispensers were empty, there was disguarded blood stained tissues everywhere, soiled dressings, cups and litter everywhere and nasty stains on seats. The toilets were another level of unclean, soiled gowns, overflowing bins, spillage on the floor! Tissue and paper towels all in the sink, and they stank! We sat there near on 6 hours and never did see a cleaner or housekeeper in that time. I have always had a high opinion of the Royal Surrey, and indeed had a very good and positive experience in another department this week, but A&E you have really let the hospital down, it was shocking sadly.
Visited Accident and emergency services on March 2024
Review titled Royal Surrey County Hospital
Replied on 19 March 2024
Dear Patient, We were deeply troubled to read about your recent experience in the Accident & Emergency (A&E) department of Royal Surrey. Please accept our sincerest apologies for the conditions you encountered, which are completely unacceptable and fall far below the high standards of cleanliness and safety we commit to maintaining for all our patients and visitors. Your detailed account of the unsanitary conditions, including empty sanitiser dispensers, discarded medical waste, soiled dressings, and the state of the toilets, is alarming and has prompted an immediate review of our cleaning protocols in the A&E department. It's concerning to hear that during your lengthy stay, the presence of our cleaning staff was not noted, and we want to assure you that we are taking this feedback very seriously. We are implementing several immediate actions: 1. Conducting a thorough investigation to understand the breakdown in our cleaning schedules and staff availability, especially during what appears to have been a period of high demand. 2. Ensuring that all sanitiser dispensers are checked and refilled more regularly. I understand that this experience has marred your opinion of the Royal Surrey, especially given your positive experiences with us in the past. Please know that we are committed to restoring your confidence in the hospital and ensuring that all departments, including A&E, reflect the high quality of cleaning we aspire to provide. Your comments with regards to our staff members' behaviours will be addressed directly by the department matron and taken forward into team huddles as a point of learning. We value all feedback received and thank you for taking the time to provide some. With kind regards, Elaine Kavanagh, Matron for Accreditation and Patient Experience
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Review titled Great Practice
Rated 5 stars out of 5
by ELIZABETH WELCH - Posted on 16 April 2024
So I was a bit sceptical when I started ,but I followed the instructions so easy and by the end of the first month I definitely was sleeping better. The videos that came with it so informative I could relate to all that was said I have now finished and i'll be honest I will miss my meetings with my therapist , but my sleep pattern is definitely better I can still wake but it is not for long and I can get off to sleep again instead of being awake for hours on end
Visited Sleep Medicine on February 2024
Review titled Royal Surrey County Hospital
Replied on 22 April 2024
Dear Elizabeth, It is great to hear about the improvements to your sleep following the help you've received from the Insomnia Team. Thank you for taking the time to provide us with your very positive feedback, which has been passed on to the staff in the Insomnia Team. Wishing you all the best going forward. Kind regards from the Patient Experience Team
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Review titled Great hospital
Rated 5 stars out of 5
by Sue Sweeney - Posted on 20 February 2024
Paramedics recommended your A&E after 4 heavy nosebleeds. All staff , reception & nurses, were kind, reassuring & thorough. At 1.15am the bleeding point in my nostril was cauterised. I was treated kindly & professionally throughout. Well done Royal Surrey.
Visited Accident and emergency services on February 2024
Review titled Royal Surrey County Hospital
Replied on 22 April 2024
Dear Sue, Thank you for taking the trouble to share your feedback about the good care you received while in Royal Surrey's A&E department for your heavy nosebleeds. We have passed on your lovely comments and appreciation to the team and we wish you all the very best for the future. With kind regards from the Patient Experience Team
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Review titled Wonderful team
Rated 5 stars out of 5
by Anonymous - Posted on 21 February 2024
We just wanted to say a big thank you to the entire team from minor ops on the morning of Feb 12th. From the minute we arrived to the minute we left, they were superb. Reassuring, kind and caring to my daughter who was very anxious about some teeth being removed. We are very grateful to have experienced this level of care. 10/10
Visited Oral and Maxillofacial Surgery on February 2024
Review titled Royal Surrey County Hospital
Replied on 22 April 2024
Thank you for taking the time to share your feedback following your daughter's visit to Royal Surrey. It is always very valuable to hear from patients and their carers or families following a procedure and we will pass your kind words onto the team. We wish your daughter the very best following her procedure. Thank you, The Patient Experience Team
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Review titled Amazing Kind Staff
Rated 5 stars out of 5
by Marie Griffin - Posted on 05 June 2024
Taking mum for her Radiotherapy Planning CT I got completely lost. Went to the wrong part of the hospital. We were late and were one of the last appointments. Mum is 82 not in great health and had a burst cyst on her knee so I was also struggling with a wheelchair. Months of stress culminated into me bursting into tears. We ended up having a Porter escort us across to St Luke’s. He was amazing. He was I believe the Manager of Porters. He arranged to collect us after mums appointment. Went out of his way to get maps and draw easy to read directions( I have ADHD) so I could park near to the entrance of St Luke’s in future) he want far and beyond. He could see I was distressed and helped to calm me down. What a kind man. A real credit to the NHS. Next to the wonderful ladies doing mums CT. They were clearly held up. But were cheerful making sure we were ok. Calming us down reassuring us that nobody misses an appointment on their watch. They were patient, compassionate and kind with mum. They made sure I was ok and were just amazing people. Honestly after awful experiences at nearby hospitals I couldn’t believe such empathic and caring individuals existed within the NHS. St Luke’s on a whole during her radiotherapy was stressless and staff caring. Thank you for treating her and giving her a chance to live a longer cancer free life. And thank you for treating her with dignity kindness and compassion. Please extend our thanks to the Portering Manager and the Ladies who dealt with mum on 6th Feb of this year
Visited Breast cancer services on February 2024
Review titled Royal Surrey County Hospital
Replied on 11 June 2024
Dear Marie, Thank you very much for taking the time and trouble to let us know about your visit to Radiotherapy at Royal Surrey with your mum. We have shared your appreciative comments with the Head of the Porters' team and also with the Radiotherapy department staff. It is always very valuable to receive feedback from patients and their families, so thanking for doing this. We wish you and your mum all the very best going forward. Kind regards from the Patient Experience Team
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Review titled No communication
Rated 1 star out of 5
by Anonymous - Posted on 18 February 2024
I have tried to call the outpatients ent admissions department multiple times. I am always on hold for a very long time as I await to be transferred to ent admissions as I can not find their direct number however whenever I get through to ent admissions there is always no one to pick up the phone. I have always communicated with the first point of contact that this always happens (which I have tried doing for 3 months, even sending an email and getting no response) however they do not seem to care. I am unsure what is happening as I do not have any confirmation whatsoever of my surgery whether I am on a waiting list whether I'm being transferred to another hospital or whether I have. I only ask for simple communication however this hospital and it's ent department is very disappointing and not friendly for any personal information regarding the status of surgery. I am unsure who is supposed to get back to me? I have emailed, I have phoned and I have left voicemails. Is the only chance of communication to turn up in person because that is very inconvenient. I do not know what is going on in the ENT department but I do hope that it is looked at because this is appalling as I am only looking for the most basic of information and simple communication. Not knowing whether I am going to get my surgery at all has been giving me a lot of anxiety lately and I will be sure not to recommend anyone else to go to this hospital
Visited Ear, Nose & Throat on February 2024
Review titled Royal Surrey County Hospital
Replied on 19 April 2024
Thank you for your feedback I am sorry to read of your concerns. We are continuously working to improve the care and experience our patients receive. Your experience was not as we would wish for our patients. We would appreciate you sharing this experience in further detail to enable learning via our Patient Advice Liaison service on email Rsc-tr.pals@nhs.net or contact number 01483402757. King regards, The Patient Experience Team
Information supplied by Royal Surrey NHS Foundation Trust