Princess of Wales Hospital - Cambridgeshire and Peterborough NHS Foundation Trust
Princess of Wales Hospital, Lynn Road, Ely, Cambridgeshire, CB6 1DNContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Arrive 2 hours before closing to be turned away
Rated 1 star out of 5
by Nicole - Posted on 25 June 2024
What is the point of going to a facility which turns people away 2 hours before closing. Advising you to go to a&e. I drove 40 minutes to get there to avoid going to a&e as advised and was turned away after waiting 15 minutes. A&e is 50 minutes away from the facility. I was informed that it’s always the case. If this is the case this should be stated online rather than allowing people to drive there and turned away despite calling in advance to check opening ours. Don’t bother, go at a&e, at least you’ll be seen in the next 15 hours…
Visited Urgent care centre on June 2024
Review titled Princess of Wales Hospital - Cambridgeshire and Peterborough NHS Foundation Trust
Replied on 26 June 2024
Dear Nicole Many thanks for taking the time to share your feedback. I was most sorry to read about what happened to you. This situation must have been frustrating. To help us get better at what we do, would you mind contacting us via the pals and complaints email address? palsandcomplaints@cpft.nhs.uk To help with your feedback we will need a few more pieces of information emailed across: Patients full name: Date of birth: NHS number: Date and time of attendance: Mob / tel number: Please only send personal information to the email address. Please do not post up your contact details to this site. Many thanks Kind regards Christopher Hampson PALS Officer Cambridgeshire and Peterborough NHS Foundation Trust
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Review titled Caring and effective
Rated 5 stars out of 5
by Rupert Wegerif - Posted on 10 May 2024
After waiting months for different surgeries my son and I ended up with day surgery operations on adjacent days, Tuesday and Wednesday this week. At first we were unhappy with the location as we live near Addenbrooke’s campus and have no car. But we were very pleased with the treatment we received as a family. My wife came both days and found the staff friendly and supportive. My nurse was very helpful. Although it was busy with some waiting we formed the impression that it was well run and competent as well as being welcoming. Our different wounds are both healing well.
Visited Urgent care centre on May 2024
Review titled Princess of Wales Hospital - Cambridgeshire and Peterborough NHS Foundation Trust
Replied on 22 May 2024
Dear Mr Wegerif-Perez, Thank you for your email about the good care that you received at Addenbrooke’s Hospital. Please be assured that I will share your kind words with the relevant staff. We strive to provide the best possible care to each individual patient, in accordance with Trust’s values to be safe, kind and excellent in all what we do. Emails such as yours are greatly appreciated as they demonstrate that we have upheld these values throughout our large organisation. The hospital has its own charity, Addenbrooke’s Charitable Trust, helping make our great hospital even better. If you would like to find out more, visit act4addenbrookes.org.uk or call 01223 217757. Thank you for taking the time to write. Best regards Published on behalf of Gowtham Krishnan Priyakumar | PALS Administrator Tel: 01223 216756 | www.cuh.nhs.uk PALS and Complaints Department | Box number 53 Cambridge University Hospitals NHS Foundation Trust Cambridge Biomedical Campus | Hills Road | Cambridge | CB2 0QQ
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Review titled Caring staff
Rated 5 stars out of 5
by Stephen - Posted on 26 April 2024
This was my 3rd visit to the 'Day Surgery' in the last 4 years and as with the previous visits I can honestly say that it was a relaxing pleasurable experience. The receptionist was polite and helpful. The staff were amazing, so kind and considerate. The day surgery was very busy on this last visit and I was waiting a long time for my procedure however that wasn't the fault of the staff who in turn were also very busy. I believe that I was the last person to go into theatre. Throughout the day, I was treated very well. Thank you to everyone at the Princess of Wales, I really appreciate the care that you gave me.. Oh and the tea and toast after the operation tasted great
Visited Don't know on April 2024
Review titled Princess of Wales Hospital - Cambridgeshire and Peterborough NHS Foundation Trust
Replied on 08 May 2024
Dear Stephen Thank you for your feedback about the good care that you received at Princess of Wales Hospital, Ely. Please be assured that I will share your kind words with the relevant staff. We strive to provide the best possible care to each individual patient, in accordance with Trust’s values to be safe, kind and excellent in all what we do. Feedbacks such as yours are greatly appreciated as they demonstrate that we have upheld these values throughout our large organisation. The hospital has its own charity, Addenbrooke’s Charitable Trust, helping make our great hospital even better. If you would like to find out more, visit act4addenbrookes.org.uk or call 01223 217757. Thank you for taking the time to write. Sent on behalf of Thank you Best Regards, Gowtham Krishnan Priyakumar | PALS Administrator Tel: 01223 216756 | www.cuh.nhs.uk PALS and Complaints Department | Box number 53 Cambridge University Hospitals NHS Foundation Trust
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Review titled an extremely pleasant and professional experience
Rated 5 stars out of 5
by John Strathearn Lloyd - Posted on 08 April 2024
excuse the lack of capital letters but have today had surgery on my left hand so am temporarily somewhat disabled. the day surgery unit is excellent, the staff are extremely friendly and helpful and the treatment i had was thoroughly professional and considerate. everything was explained to me and staff went out of their way to make my brief stay a good one. the two surgeons and anaesthetist made time, on their way home, to visit me, shake my good hand and wish me all the best. five stars out of five! john lloyd
Visited Don't know on April 2024
Review titled Princess of Wales Hospital - Cambridgeshire and Peterborough NHS Foundation Trust
Replied on 12 April 2024
Dear Mr Lloyd, Thank you for your email about the good care that you received at Addenbrooke’s Hospital. Please be assured that I will share your kind words with the relevant staff. We strive to provide the best possible care to each individual patient, in accordance with Trust’s values to be safe, kind and excellent in all what we do. Emails such as yours are greatly appreciated as they demonstrate that we have upheld these values throughout our large organisation. The hospital has its own charity, Addenbrooke’s Charitable Trust, helping make our great hospital even better. If you would like to find out more, visit act4addenbrookes.org.uk or call 01223 217757. Thank you for taking the time to write. Published on behalf of Addenbrookes Hospital PALS. Kind Regards Christopher Hampson PALS Officer Cambridgeshire and Peterborough NHS Foundation Trust
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Review titled Well looked after
Rated 5 stars out of 5
by Rachel - Posted on 21 March 2024
I attended the minor injuries unit with a bruised and swollen finger, which turned out to be fractured. I was anxious to attend, not wanting to make a fuss and having seen some negative reviews. However, from arrival I was greeted with kindness, patience and care from the volunteer greeter, receptionist through to the xray team and the practitioner who reviewed my injury. The hospital was experiencing some technical issues, so were having a particularly trying day, but despite that everyone was calm and kind and they worked through a busy MiU as best they could. I was there for about 2 hours overall, including being seen, having xrays, and the review of the xray. Would not hesitate to go back if I needed to (although of course I hope not to!). It is worth being aware that xray closes at 4.45, earlier than the main MiU, so if you think you may need an xray it's worth going as early as you can.
Visited Urgent care centre on March 2024
Review titled Princess of Wales Hospital - Cambridgeshire and Peterborough NHS Foundation Trust
Replied on 22 March 2024
Dear Rachel Thank you for taking the time to provide your positive feedback to the MIU. I will pass your kind words onto the team. X-ray is provided by North West Anglia NHS Foundation Trust / Peterborough City Hospital and has different operating times to our MIU service. I'd be happy to share your feedback with our colleagues at NWAFT. If you would like your comments sent across to PALS at NWAFT, please can you send your contact details to: palsandcomplaints@cpft@nhs.uk Kind regards Christopher Hampson PALS Officer Cambridgeshire and Peterborough NHS Foundation Trust
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Review titled Outstanding Nurse Practitioner
Rated 5 stars out of 5
by Astrid - Posted on 27 March 2024
I attended miu this morning, with v. elderly relative, having been advised by his gp practice in Newmarket to go there as they were unable to dress ulcer for him before Easter. Helpful friendly volunteer greeter, fetched me a wheelchair to help him out of the car. Initially dismayed as staff on reception desk were dismissive & told me flatly that they dont do that & couldnt help! I explained that I dont live locally, had driven 2 hours to bring him, as instructed, so keep him safe & wound clean. Was reluctantly told to wait. The next staff member we saw, nurse practitioner, i’m not sure of his job title - was so lovely. He carefully listened to my relative,( he’s 90 & doesn’t always answer the question you ask him… ) and gently dressed his sores. Said that he would contact GP & advise antibiotics for cellulitis. And insist on follow-up appointments by District Nurse. Also asked me about safeguarding concerns & said he’d make a referral to social care. Explained all of this clearly & gently to the patient. He was kind thorough and professional, truly an angel for us today. Trying to care for an elderly parent when you dont live locally, can only get a telephone call from gp after a 3 week wait, and doing the best you can, but worrying about all the what-if’s - its relentless & soul sapping. But today I feel truly blessed to have crossed paths with a care professional who truly cares & has given us a foot in the door for future support. It has meant the world today. Can’t thank him enough. Please let him know how much we have appreciated his care today. Please note - had to edit review as could not put words all in capital letters, hence gp & miu & unable to name the nurse
Visited Urgent care centre on March 2024
Review titled Princess of Wales Hospital - Cambridgeshire and Peterborough NHS Foundation Trust
Replied on 05 April 2024
Dear Astrid, Thank you for taking the time to provide feedback to the MIU’s. It is great to hear that you received such positive care and treatment despite the MIU’s not doing wound dressings. Our MIU Manager has advised that they will discuss your comments with the GP surgery and will pass your feedback to the practitioner involved in your relatives care. Best wishes Christopher Hampson PALS Officer Cambridgeshire and Peterborough NHS Foundation Trust
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Review titled Unbelievably slow even with no patients
Rated 1 star out of 5
by Anonymous - Posted on 18 March 2024
Was greeted by a grumpy vague receptionist clearly hates her job! Other Than this everyone else seemed friendly. Waited over 4 hours for a X-ray and stitches.. only 2 patients Infront of me who were also very distressed. Witnessed elderly being told to wait outside or in the car, despite the place being empty. When a comment was made by another patient saying that addenbrookes a&e is faster even when busy .. the nurse or hca got very offended with her coffee to hand saying we’ll go to a&e then we are busy here .. but the seats were empty. I felt appalled at the waiting times and the service , it seemed like no one had a clue about consistency and running the place. A would not recommend even if local. Awful place. Like ghost town up there but they are adamant they are too busy
Visited Urgent care centre on March 2024
Review titled Princess of Wales Hospital - Cambridgeshire and Peterborough NHS Foundation Trust
Replied on 18 March 2024
Dear Patient, Many thanks for taking the time to share your experience of using the minor injury unit at Princess of Wales Hospital, Ely. I was most sorry to read about what has happened. I would like to ask our minor injury unit manager to look into the points you have raised. To do this, we will need a few pieces of information sent to our PALS and Complaints email address: palsandcomplaints@cpft.nhs.uk Please can you include: Patients full name: Patients date of birth: Date and approximate time patient attended the Unit: Tel / Mob number: Many thanks for your help. Kind regards Christopher Hampson PALS Officer PALS and Complaints Team Cambridgeshire and Peterborough NHS Foundation Trust
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Review titled Mixed views
Rated 4 stars out of 5
by Anonymous - Posted on 20 January 2024
My local surgery sent us to the Ely Drop Center to have my husband's bandage changed on his finger. We told told by a rather abrasive receptionist that they don't do that here but he could wait. She then said that only the patient could come in and I would have to wait in the car. There were only four people waiting, and still I was not allowed in. I am a very elderly lady with rheumatics and it was a freezing cold afternoon and an hour and half sitting in a freezing car was horrendous. Saying that, my husband received excellent service.
Visited Urgent care centre on January 2024
Review titled Princess of Wales Hospital - Cambridgeshire and Peterborough NHS Foundation Trust
Replied on 18 March 2024
Dear Patient Many thanks for taking the time to share your experience. I would like to flag your feedback to our manager who looks after the minor injury unit. Could you email a few more details: Patients name: Patients date of birth: Patients GP surgery: Patients tel / mob number: Please email the details to palsandcomplaints@cpft.nhs.uk Kind regards Christopher Hampson PALS Officer PALS and Complaints Team Cambridgeshire and Peterborough NHS Foundation Trust
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Review titled Wonderful care
Rated 5 stars out of 5
by Lorna - Posted on 02 November 2023
I hope this gets to the correct place I’d id love to let the staff in the day surgery know just how amazing they are!! My daughter was so very anxious but they helped no end in making her feel more at ease even if it didn’t seam like it. Thank you so much !
Visited Don't know on November 2023
Review titled Princess of Wales Hospital - Cambridgeshire and Peterborough NHS Foundation Trust
Replied on 03 November 2023
Dear Lorna Many thanks for your kind words. Our Trust does not manage or commission (pay for) day surgery services based at PoW hospital, Ely. I have passed your message onto our colleagues at Addenbrookes Hospital / Cambridge University NHS Foundation Trust. Addenbrookes manage and provide day surgery services based on the PoW hospital site. I hope your daughter is recovering well from her surgery. Kind regards Christopher Hampson PALS Officer PALS and Complaints Team Cambridgeshire and Peterborough NHS Foundation Trust
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Review titled Rude reception staff
Rated 1 star out of 5
by Anonymous - Posted on 28 October 2023
My father had to attend the minor injuries unit and was accompanied by my mother who had driven hom there,when they went to book in were told that only the patient could go through, my father tried to explain that he had forgotten to put in his hearing aid and couldn't hear properly without my mother present,the response from the receptionist was rude verging on ignorant as her response was ,well you heard me didn't you!!,so that's that. Surely this lady missed the charm lecture or any level of customer service when dhe started and needs to be reeducated or removed to a non patient facing area.
Visited Urgent care centre on October 2023
Review titled Princess of Wales Hospital - Cambridgeshire and Peterborough NHS Foundation Trust
Replied on 28 December 2023
Many thanks for sharing your feedback. I was most sorry to read about what has happened to your mother and father regarding quality of communication. Please can you send in a few more details to our PALS email account. We can ask the Minor Injury Unit (MIU) manager to investigate your concerns. Please can the following information be included in your email message: Full name of patient: Patients date of birth: Patients NHS number: Patients home address with postcode: Patients mob / tel number: Date and approximate time of visit to the MIU: Is patient aware that you have contacted our organisation: yes / no PALS email address: palsandcomplaints@cpft.nhs.uk Yours sincerely Christopher Hampson PALS Department Cambridgeshire and Peterborough NHS Foundation Trust
Information supplied by Cambridgeshire and Peterborough NHS Foundation Trust