Royal United Hospitals, Bath
Combe Park, Bath, Avon, BA1 3NGContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Poor Practice
Rated 1 star out of 5
by John - Posted on 20 June 2023
I attended bath ruh a&e 1015 pm Sat 17th June and left at 0830 Sun 18th June, a 10 hour wait to get my wound sutured, very traumatic! At triage I was told by the triage nurse and senior nurse, that I had to be sutured within 6 hours to deal with the injury which was clotting, also told I had been tagged as important to get priority, as I was told some patients waiting were not as serious as me. I experienced delay upon delay, 4-5 hours then 5-6, 6-7, 7-8, 8-9, after 6 hours I returned to the same triage nurse, seeking help and support, but was told ‘darling it is what it is” I said look I am almost 70 years, tired, haven't slept for 24 hours, you told me I needed to be seen within 6 hours, it’s now past 6 hours, and I feel I just want to collapse on the floor. But the message was, only a doctor can see you as nobody else could administer sutures to your wound, so you have to wait. I did not believe that only a doctor could suture me and felt it was an excuse and untrue, which undoubtedly increased my delay. I was not prioritised and waited and waited. Finally after 10 hours I saw a nurse practitioner who was very apologetic and said the staff on night duty should have done a lot more but they didn’t. I was finally treated and sutured by a nurse (not a doctor, which confirmed my belief that what I had been told was untrue), and who was wonderful caring and kind. Overall very dissatisfied, poor triage, poor timely treatment. This needs to be dealt with, strikes, and staff illness do not mean the staff providing treatment should fall below an acceptable standard. My poor feedback is more about the staff overnight who were not effective seemed insufficiently trained, and incapable of providing a reasonable level of care and treatment. In the morning after the shift change, both nursing practitioner and the nurse that administered the sutures were fantastic, and a credit to the nursing profession, I can’t say that for the same for the other staff during my long wait in A&E, over the long night and early morning which was a traumatic experience!
Visited Accident and emergency services on June 2023
Review titled Royal United Hospitals, Bath
Replied on 11 July 2023
Dear John Thank you for your feedback, I am sorry that your experience was not a positive one and for any distress caused. I understand that your concerns are being investigated by the Patient Support and Complaints team, please do contact them directly if you would like to discuss anything further on 01225 825656 or ruh-tr.psct@nhs.net With best wishes Leiya Crook Patient Experience and Engagement Co-ordinator.
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Review titled Royal United Hospital Ambulatory care Unit
Rated 5 stars out of 5
by sooz - Posted on 11 May 2023
My son suffered symptoms of a heart attack during the night, his wife dialled 999 but was told there was no ambulance available, the choice was to wait for an ambulance or take him to the hospital. We opted to get him there by car and he was there within 30 minutes. After being dealt with A & E he was admitted to the Ambulatory Care Unit who were just simply amazing! This unit fast tracked everything, from XRays to CT scans, all of which diagnosed a non life threatening condition that would heal itself in time with medication. I cannot express enough just how much the ambulatory care unit means to me, they saved my son and I will always be grateful.
Visited Accident and emergency services on May 2023
Review titled Royal United Hospitals, Bath
Replied on 15 May 2023
We thank you for your comments about your recent care at the RUH and will forward these on to the team in Ambulatory Care who, we are sure, will be very grateful for your kind words.
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Review titled Communication poor, empathy missing
Rated 1 star out of 5
by Anonymous - Posted on 23 May 2023
Visited at around 8.30pm after being advised by 111 to see a GP that day. Triage took 1.5hrs and then another 4.5hrs to be seen. No communication. Just left to suffer in silence. Seemed to be more reception staff than medical personnel, with a you'll just have to wait attitude with no empathy on show at all. Felt as though I was being treated as a malingerer throughout the journey. Waiting area not cleaned whilst there for 6.5 hours with cups, tissues, and fluids in all but a few booths with horrible and uncomfortable chairs. Then if you want a coffee from the machine it tastess disgusting and wouldn't take pound coins. All in all, I wouldn't advise anybody to go there unless in an ambulance as an emergency.
Visited Urgent Treatment Centre on May 2023
Review titled Royal United Hospitals, Bath
Replied on 24 May 2023
We are very sorry to read of your recent experience at the RUH. We welcome your comments as it helps us to identify problems and improve the quality of our service and care. In order for us to investigate your concerns fully we would ask that you provide more detail. Please would you contact our Patient Support and Complaints team on 01225 825656 or via email at ruh-tr.PSCT@nhs.net
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Review titled Excellent Practices
Rated 5 stars out of 5
by Ben & Jane Court - Posted on 20 June 2023
I just would like you to pass on my sincere thanks to all the Staff on Ward B 42 for their excellent service. I went on the ward at 0645 met by the ward sister who greeted my wife and I very respectively and we were asked to the wait in the waiting room where we were told a nurse would be along shortly to look after us. Shortly after we were introduced to our nurses for the day. Senior Nurse ask if we minded that she would be explaining the procedures to a student nurse, we had no problems this what so ever. They did all the necessary paperwork very professionally and informed us on what was happening. After all the checks the anaesthetist came in and explained what he was going to do and got me to sign the paperwork, shortly after this the Surgeon came in and explained the operation and marked me up for surgery. I had the surgery and the surgeon said it all went well so that made me feel good. I must say that all the staff were excellent and I would like you to pass on my thanks. I will be seeing the consultant in a couple of weeks and I will personally thank her. Thanks again from a very satisfied patient
Visited Orthopaedics on May 2023
Review titled Royal United Hospitals, Bath
Replied on 22 June 2023
We thank you for your comments about your recent care at the RUH and will forward these on to the team on B42 who, we are sure, will be very grateful for your kind words.
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Review titled Don't believe everything you read!
Rated 5 stars out of 5
by Anthony Brown - Posted on 31 May 2023
Having only read horror stories of attending a hospital emergency dept, I was fearing the worst when I visited the emergency dept. at Bath with a suspected broken ankle/torn ligaments. But I was quite wrong! I was moved thro' each assessment stage much quicker than I thought likely and, at each stage, I was treated by kind, caring and thoroughly professional staff who couldn't have done more to explain what they were doing and reassure me. Of course, you must expect some waiting time at a walk-in service but the staff do all they can to move people along as quickly as possible and do so with good humour and sympathy. The hospital also made the waiting more bearable by providing drinks and snack machines. My advice to anyone who has to present themselve to the emergency dept is to treat those who work there with respect and understand the conditions they work under; if you do, you'll be surprised how much better the experience of visiting the dept is. Well done Royal United Hospital Bath!
Visited Accident and emergency services on May 2023
Review titled Royal United Hospitals, Bath
Replied on 05 June 2023
We thank you for your comments about your recent care at the RUH and will forward these on to the Emergency Department team who, we are sure, will be very grateful for your kind words. We hope that you recover well.
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Review titled Through investigations despite being so busy
Rated 5 stars out of 5
by Anonymous - Posted on 10 May 2023
We took an elderly vulnerable friend to ED, armed with a letter from our GP, due to the worrying escalation of a new health problem. We had hoped that the letter would get her 'fast tracked' to x-ray but alas, that was not to be. We had a horrible long wait (ED was frantically busy and as fast as one patient got seen three more came in through the door) but they did their best to keep us informed. The delay was worth it - our friend was seen and thoroughly examined by an incredibly conscientious and kind physiotherapist who ran a number of tests after seeing her before sending her for the coveted x-rays. When the results were back the situation was carefully explained to us and they ensured that she would be all right before letting us all go home. Yes, it would have been nice not to have such a long wait - but that can't be helped, and all the staff were kind, patient, cheerful and professional. Everything that needed to be checked and done was; it was good joined-up work. Thank you all.
Visited Accident and emergency services on May 2023
Review titled Royal United Hospitals, Bath
Replied on 16 May 2023
We thank you for your comments about your recent care at the RUH and will forward these on to the Emergency Department team who, we are sure, will be very grateful for your kind words.
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Review titled Excellent standards.
Rated 5 stars out of 5
by Sue Bufton - Posted on 31 October 2023
Was treated with care, consideration, and professionalism from the Breast Unit to Surgery to Radiotherapy. I couldn’t fault my treatment and aftercare. Also very bright and clean environments which gives the patient confidence. I send grateful thanks. x
Visited Breast cancer services on May 2023
Review titled Royal United Hospitals, Bath
Replied on 01 November 2023
We thank you for your comments about your recent care at the RUH and will forward these on to the teams involved who, we are sure, will be very grateful for your kind words.
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Review titled Poor Service & Poor Behaviours
Rated 1 star out of 5
by Colin - Posted on 10 May 2023
After a 7.5 hour wait, we were eventually seen by a doctor. I was never kept informed as to progress and had to continually approach staff for updates. Some staffs were very good, stressed but very good; other staff displayed classic 'stressed' behaviours, ie, abrupt manner, and even the comment of "if you don't want to wait, then go - its your responsibility". This complete lack of empathy and rude behaviour made a bad situation worse. There is no doubt that 'the system' or the National Health Service is not breaking but rather it is broken. I fully understand the unreasonable demands placed on this institution who try valiantly, but fail, to deliver an effective cradle-to-grave service which is free at the point of use. During our wait we made several 'friends' amongst other patients. One particular patient was in extreme pain and had been waiting some 7 hours at this stage; having coaxed him to politely ask the staff for the status of his referral, the staff confessed that he had "slipped through the net", ie, a euphemism for having forgotten him! I have travelled the world and witnessed several hospital working conditions and, to be honest, the Royal United Hospital Accident and Emergency does not rate very high in my experiences. So having complained, what can be done? In the immediate term staff need to better understand the horrendous experience to which the patient is exposed - injured, pain, vulnerable, scared. Staff need to learn to communicate more effectively and efficiently without making the patient feel that he/she is a troublesome child. As a retired Management Consultant I have seen too often the impact that poor behaviours can have on an enterprise and its impact on morale. Addressing this issue is a 'quick win' that the Royal United Hospital Accident and Emergency department should adopt; longer term (controversial) issues of staffing levels over the weekend and staff retention, etc, need to be addressed and can be sorted if modern and realistic practices are adopted. Additionally, perhaps a simple leaflet explaining the Accident and Emergency process may be useful, ie, arrival, check-in, an overview of the injury, the triage ending in a visit to the doctor. This together with anticipated timelines for the day in question and the possibility that others may queue-hop due to their higher priority will all contribute to managing the patients expectations. You may then find that the patient will provide understanding and tolerance of the system which in turn will help the staffs manage very trying circumstances. This may be seen as a 'whine' but it is not intended to be; my comments relate to the experience that my self and wife were exposed to last weekend. It is simply unacceptable that individuals should be treated in such a poor manner in this day and age.
Visited Accident and emergency services on May 2023
Review titled Royal United Hospitals, Bath
Replied on 15 May 2023
We are very sorry to read of your recent experience at the RUH. We welcome your comments as it helps us to identify problems and improve the quality of our service and care. In order for us to investigate your concerns fully we would ask that you provide more detail. Please would you contact our Patient Support and Complaints Team on 01225 825656 or via email at ruh-tr.PSCT@nhs.net
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Review titled Exceptional
Rated 5 stars out of 5
by Teresa Helena Quintin - Posted on 11 April 2023
I cannot fault the treatment /compassion /Attention I have received from Respiratory department from my initial pending diagnosis. From reception to Consultant and all between - I am fortunate today I have received very good news , but from the day I walked into this department I knew whatever my outcome was to be I felt safe and confident in your hands. So a big thankyou to all of you . So proud of our NHS
Visited Respiratory Medicine on April 2023
Review titled Royal United Hospitals, Bath
Replied on 14 April 2023
We thank you for your comments about your recent care at the RUH and will forward these on to the Respiratory team who, we are sure, will be very grateful for your kind words.
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Review titled Amazing staff
Rated 5 stars out of 5
by Ashley Kye Easton - Posted on 27 April 2023
I am so proud of the staff at the ruh. They were so amazing with me. Made me comfortable and regardless how stressful their job is they were in great spirits. These are our real heros. And need to be looked after better than anyone else.
Visited General Surgery on April 2023
Review titled Royal United Hospitals, Bath
Replied on 27 April 2023
Thank you for your comments about your recent care at the RUH, we are very grateful for your kind words. I will share your feedback with the wider team who will be so pleased that your experience was positive. Wishing you luck in your recovery.
Information supplied by Royal United Hospitals Bath NHS Foundation Trust