Sunderland Royal Hospital
Kayll Road, Sunderland, SR4 7TPContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Fantastic
Rated 5 stars out of 5
by Ron - Posted on 30 July 2023
Took my father on Saturday evening. Staff were great and very friendly. We had to wait a little as it was very busy but cannot thank the staff enough for their help
Visited Accident and emergency services on July 2023
Review titled Sunderland Royal Hospital
Replied on 19 September 2023
Hello, Thank you for your feedback. We are so pleased you found our staff to be friendly and you got the help you needed. We hope your father is doing well now. Kind Regards
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Review titled Rudeness
Rated 1 star out of 5
by Kevin B - Posted on 15 July 2023
86 year old mum had fall myself and wife waiting with mum for results as she does not understand first told she had chest xray when infact was on her hip nurse asked 1 of us to leave due to covid rules ???? No one wearing masks nor not one nurse/doctor wearing a mask no information relating to only 1 person allowed. We were not asked to wear a mask nurse was very abrupt with me and did not explain correctly. We were both shown in together from A&E reception nothing mentioned regarding covid. The nurse who asked 1 of us to leave was pushing a computer around on a trolly with her coffee cup on top not professional at all Very rude and have upset my mum as I had to leave her as my partner is ex NHS and understand the medical situation better than me. No compassion at all for an elderly patient.
Visited Accident and emergency services on July 2023
Review titled Sunderland Royal Hospital
Replied on 24 July 2023
Hello, thank you for your feedback. We are sorry you and your partner and most importantly, your mum who is 86 years old had this experience. We hope she is recovering well after her fall. Our staff have recently been updated with local Personal Protective Equipment guidance (PPE) We will ensure that all staff are reminded of this guidance. If you would like to discuss your experience further you can contact our advice and complaints department: stsft.adviceandcomplaints@nhs.net or telephone 0191 569 9855. Alternatively if you would like to leave some feedback on the service you received, you can do so here: Feedback:: South Tyneside and Sunderland NHS Foundation Trust (stsft.nhs.uk) Best wishes.
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Review titled A&e receptionist
Rated 1 star out of 5
by darcy cole - Posted on 29 July 2023
Phoned 111due to my asthma and having palpitations in which they advised me to go to a&e on arrival the receptionist called me up after being booked in and getting my bracelet she refused to treat me told me I’m not getting palpitations and to go home and go to urgent care the next day she was so unprofessional and spoke down to me even though I’m a 26 year old woman not a child her unprofessional manner has resulted in me getting transferred to south Tyneside hospital
Visited Accident and emergency services on July 2023
Review titled Sunderland Royal Hospital
Replied on 19 September 2023
Hello, Thank you for your feedback. We are sorry you found our staff to be unprofessional. If you would like us to look into this matter further please contact: Advice and Complaints ServiceB FloorSunderland Royal HospitalKayll RoadSunderland SR4 7TP Email: stsft.adviceandcomplaints@nhs.net Telephone: 0191 569 9855 or Freephone 08005876513 Opening times: Monday-Friday 9:00am - 4:30pm
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Review titled First Rate Service - Urology Department
Rated 5 stars out of 5
by Frank Robson - Posted on 28 July 2023
I had a consultation with a doctor in the Urology Department which was clear courteous and very helpful discussing all aspects of my kidney stone problem and possible future treatment. The doctor advised that an X Ray be performed to clarify the position and he organised that immediately and I proceeded to the X Ray department forthwith. The team in that department proved to be very friendly and efficient performing the X Ray and forwarding it to my doctor. I returned to the Urology department and discussed the findings with the doctor and decided upon future action. Further the doctor organised a blood test as a further check and that was actioned almost immediately by a nurse who again was very friendly and professional. Remarkably this all took place within a period of forty minutes and I went home a happy and very impressed individual.
Visited Don't know on July 2023
Review titled Sunderland Royal Hospital
Replied on 19 September 2023
Hello, Thank you for taking the time to leave some feedback for our teams at Sunderland Royal Hospital. We are very pleased to hear you received such good care and attention. You were able to have all of your diagnostic tests done during one visit. We are also pleased you found our staff to be kind and courteous. Kind Regards
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Review titled Fantastic Urology outpatients department
Rated 5 stars out of 5
by Catherine Hodgson - Posted on 26 June 2023
I would like to greatly thank all of the highly professional and kind and caring staff in the Urology outpatients department. From the receptionist who was so kind to me when I was very early this morning. She put me at my ease and provided everything I needed for the appointment. I will always remember her kindness. To all the staff who greeted me with good morning and smiles when they saw me looking anxious in the waiting room . To the sisters and nurses who looked after me and gave me clear instructions on what was going to happen. To the nurses and doctor in the consultation room who were professional calm and kind and put me at ease during the procedure. I would like my thanks and gratitude to be passed on to each and everyone of you who make sure that the NHS and patient experience is like mine today .
Visited Don't know on June 2023
Review titled Sunderland Royal Hospital
Replied on 11 July 2023
Hello, thank you so much for your message. It's great to hear our staff were so attentive, caring and friendly at what must have been an anxious time for you. I will pass on your word of thanks to the Urology team who will be truly appreciative I'm sure.
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Review titled Disappointed
Rated 3 stars out of 5
by Eileen Garvey - Posted on 15 June 2023
Have had a bad fall I was left laying outside for two hours before I got a ambulance. Spent over five hours then sent home with just a sling for my broken arm. I was supposed to be contacted within 72hrs. Nothing by Wednesday I phoned my doctor to look into it for me. Phoned hospital again today Thursday four days later and they said that my report from AE had not been sent over the pain has been dreadful no one seems to have cared about me.
Visited Accident and emergency services on June 2023
Review titled Sunderland Royal Hospital
Replied on 20 June 2023
Hello, thank you for your message. We're so sorry to hear of your experience. Firstly, the long wait you had before being transported to hospital and the subsequent wait for information to be relayed to your G.P. We sincerely hope that you have now received the treatment you need. If you still require care and attention please contact your G.P or visit our Urgent Treatment Centre at Sunderland Royal Hospital to be assessed. In an emergency please call 999. We hope you are recovering well. If you would like us to look into this further please contact our advice and complaints team on: Email: stsft.adviceandcomplaints@nhs.net Telephone: 0191 569 9855 or Freephone 08005876513
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Review titled Missed diagnosis
Rated 4 stars out of 5
by Anonymous - Posted on 09 July 2023
After attending A&E I was referred to trauma with a broken humerus bone in my right arm. After three weeks of wearing a cuff which was held by a strap going around my upper chest (which was very uncomfortable) returning for a check up last week, I had more X-rays and a CTScan and I was told I also have a fractured elbow which had been missed on previous X-rays ! And I am now going to have to see a consultant to see what they plan on doing. I feel all this could have been spotted earlier as I have been in pain for nearly a month now. I cannot fault the medical professionals as the problem has been with communication between departments.
Visited Don't know on June 2023
Review titled Sunderland Royal Hospital
Replied on 11 July 2023
Hello, thank you for your feedback. All feedback is important to us, so that we can continue to learn and improve. Should you wish for us to look into this further please contact our advice and complaints team on: Email: stsft.adviceandcomplaints@nhs.net Telephone: 0191 569 9855 or Freephone 08005876513
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Review titled Audiology unit
Rated 3 stars out of 5
by Diana Mahon - Posted on 14 June 2023
Tried to phone the above unit countless times to make a self referral … the same automated message each time about high volume of calls. I called both early mornings and pm , an absolute joke. What is going on? Also e mailed but no response after four weeks.
Visited Ear, Nose & Throat on June 2023
Review titled Sunderland Royal Hospital
Replied on 20 June 2023
Hello, thank you for your message. We hope you have been able to speak to someone in the Audiology department. We will pass on your comments to the team.
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Review titled Excellent patient care outstanding care
Rated 5 stars out of 5
by Martha mcintosh - Posted on 21 June 2023
Needle phobic teenager admitted to F 63 for surgery. Everyone was amazing from the surgeoens, nurses, anethstatist, recovery staff, health care staff were caring, friendly and patient which was really appreciated and made a massive difference to my child's experience. We were given great information on discharge. Keep up the great work it was greatly appreciated.
Visited Paediatric Surgery on June 2023
Review titled Sunderland Royal Hospital
Replied on 11 July 2023
Hello, thank you for your message. We are pleased to hear you and your child had a good experience and that you also received great information on discharge.
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Review titled Professional caring service
Rated 5 stars out of 5
by Bob Leishman - Posted on 03 July 2023
Colonoscopy/radiology/prep team/ collectoral surgery/ward c32 -teams Superlatives fail me..... At every stage through the process I was informed how what when and met with smiling faces and an abundance of professionalism and wilingness to answer all my questions, in essence everything was done to make my experience flawless. Each team supported me at every stage and in anaesthesia we had a good laugh before surgery. I obviously spent time recovering on c3 with the erp nurse leading, supported by the multi disciplinary team In turn supported by auxiliary teams of cleaners and those keeping me fed and watered. I hope I expressed my thanks at each stage to all, but am greatful at this early stage of my recovery to go into print and say 'thank you'. Nursing (all of its teams) is not just a job it is a vocation as exemplified by those whose looked after me through this process. Please thank them all again for their expertise, dedication, positive attitudes and willingness to turn up for long shifts smiling no matter what patients say yet continue to deliver such high level of care.
Visited Colorectal cancer services on June 2023
Review titled Sunderland Royal Hospital
Replied on 11 July 2023
Hello, thank you for taking the time to leave a message of thanks. We are pleased you had a good experience at Sunderland Royal Hospital and we hope you are recovering well from your surgery. We truly appreciate our staff and the exceptional care they provide. Thank you very much on behalf of all the teams.
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Information supplied by City Hospitals Sunderland NHS Foundation Trust