Princess Royal University Hospital
Farnborough Common, Orpington, Kent, BR6 8NDContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 09 January 2023
I brought my daughter in on Friday evening to urgent care as she had breathing difficulties as a result of a non-covid infection. She was triaged and seen by a doctor, thoroughly examined and given treatment all within the space of an hour. I can't thank the staff enough for such swift, professional and caring service.
Visited Urgent Treatment Centre on January 2023
Princess Royal University Hospital has not yet replied.
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Review titled Difficulties in A & E
Rated 5 stars out of 5
by Anonymous - Posted on 09 January 2023
Having spent more than 24 hours in A&E and seen at first hand the difficulties faced by patients and staff and having watched staff both deliver care and try to explain where they couldn’t I think I have a clearer idea of where there are some faults. However, one thing you can’t find fault with is the staff, from the lady who was cleaning the floors to the most senior of doctors. I didn’t enjoy the long waits for everything but the care, professionalism and good humour of everyone that helped me made it bearable. Hats off to you all.
Visited Accident and emergency services on January 2023
Princess Royal University Hospital has not yet replied.
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Review titled Brilliant staff
Rated 5 stars out of 5
by Anonymous - Posted on 18 January 2023
I just wanted to say a big thank you to the staff in Paediatric A&E for all of their help with my son. We came in very late at night and our son was admitted. They were very helpful, friendly, professional and kept us calm. I felt like they took us seriously and carried out all necessary tests. We were then admitted to a Paediatric ward. Thanks for all of your hard work!
Visited Accident and emergency services on January 2023
Princess Royal University Hospital has not yet replied.
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Review titled Family couldn’t locate my whereabouts
Rated 2 stars out of 5
by Anonymous - Posted on 19 March 2023
I have the start of dementia and was in hospital for 8days and was sent home and couldn’t really walk or hold myself up unaided. I got home to my own flat in sheltered housing and fell over again so my granddaughter called an ambulance as she managed to get me into bed but as I live on my own she doesn’t live with me and she was worried incase I fell again trying to get to the kitchen or bathroom and not being able to get up cos I had no strength in my legs or hit my head and no one would no and she didn’t want me to be laying in bed my own mess. After being taken in my granddaughter try to fine what ward or unit I was on and it took her from 8am till 11pm to fine out were I was. By time she had found out where I was, I was asleep so she lefted a message with the nurse that she spoke too and then looked up we’re the vasterity unit is located in the hospital and couldn’t find it. Plus when she said to the nurse who she was they said to her that they was going to ask me if I knew who my granddaughter is. I forget things all the time and I get confused so I don’t always understand and call her something else or don’t remember. She didn’t even know whether the message was passed on to me. She called over 25 times and the operator tried to put her through to different departments and wards within the hospital and kept getting put back to switchboard and was giving direct lines to a and e and other places and they never answered the phone and would cut off saying they were busy or it just rang for to long. Why doesn’t all departments have answerphone messages services so at least someone could have got back to her and helped her to locate me. Switchboard and CDU was fantastic and tried they tried best to help my granddaughter to find my whereabouts.
Visited Don't know on January 2023
Princess Royal University Hospital has not yet replied.
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Review titled Terrible Experience
Rated 1 star out of 5
by Emlyn Evans - Posted on 25 January 2023
Having been advised by my GP to attend the A&E at the Pruh for a back injury I arrived at 1830hrs on 23/01/2023. Struggling to walk I made it to the Urgent Care Unit to be greeted with a queue out of the door. After having to shout out my personal details to the reception staff I was directed to a waiting area where I was quickly seen by a nurse who took my details again and explained my symptoms and situation which she typed onto a computer. She diagnosed the problem to my back and directed me to another waiting area. I was then called into the A&E waiting area. This was overcrowded with people seated on hard metal seats many of whom including myself in obvious pain and distress. After 2 hours I was called into another room to provide exactly the same information I had already provided. I was then told to return to the metal seats and about an hour later blood test taken. The waiting area was filthy with dried mud and blood on floor, empty fast food wrappers and empty cups were strewn on window sills and bins were overflowing. The toilet floor was awash with fluid and the bin was also overflowing. There was no information as to the waiting times to see a doctor and we were just left there waiting in the cold not knowing when we were to be seen. Eventually at about 0430hrs (10 hours later) I was called into the treatment room where I explained my pain and symptoms for a third time. The doctor carried out an examination of me and a few rudimentary sensation tests. I was then sent for X-rays. About an hour later the doctor returned and told me that nothing obvious was found on the X-rays and no obvious spinal damage. She suggested it was something pushing on a nerve but didn't know what. She gave me a box of painkillers and told me I could leave. She left me lying on the couch in the Acute treatment room. When I tried to get off the couch I could not due to extreme pain I was in. There were no medical staff there to assist and was left to fend for myself. I took two painkillers and waited for these to take effect. With assistance of my partner she was able to help me off the couch and found me a wheelchair as I could no longer walk. Eventually a nurse arrived. She did not appear to care about my situation but did hold the door open while my partner had to struggle with the wheelchair. Once in the waiting area again I requested to see the doctor again who provided me with another tablet to ease the pain. Me in wheelchair and my partner struggled out of the exit looked on by members of staff who made no effort to assist. We eventually left at 0530hrs. This was one of the worst experiences of my life and I will never go back to this A&E again willingly. All of the bad reviews on this site appear to be in relation to the A&E Unit during the late evening period. There is obviously a problem with lack of medical staffing but no excuse for the lack of information, lack of cleanliness, lack of basic comforts and lack of basic compassion.
Visited Accident and emergency services on January 2023
Princess Royal University Hospital has not yet replied.
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Review titled Great quality care
Rated 5 stars out of 5
by Anonymous - Posted on 07 December 2022
I took my 2 year old daughter to the Urgent Treatment Centre at the with a facial injury. Every member of staff we came into contact with gave us a great standard of care, including the receptionists on arrival, the triage nurse and the doctor. Both the nurse and doctor we were seen by had a perfect manner for a scared young child, along with a helpful approach in explaining things to me. It's not easy to balance both levels of communication with patience, good humour and an endless queue of patients to see. Thank you for the exemplary care we received.
Visited Urgent Treatment Centre on December 2022
Princess Royal University Hospital has not yet replied.
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Review titled Poor access to incontinence services
by jackpotng38 - Posted on 17 March 2023
I had prostate laser surgery in December and was told by my surgeon that my prostate was the largest he had removed that year. When I was discharged I was given a leaflet & followed instructions expecting the issues the leaflet stated. I already probably got up 3 times a night to pass urine before operation. What I was not expecting was getting up 5/8 times a night from January onwards, causing sleep deprivation day & night , constant trips to the toilet for short bursts along with constant leakage with a variety of sensations. I could not get an appointment at urology despite leaving messages about my problems. Telephone calls to doctors resulted in 2 negative urine tests along with one doctor over the phone issuing antibiotics without a urine test, also having no impact. Through a telephone call with the surgeons secretary I was issued with tablets by the surgeon which after 2 months had no impact. I went for a flow test at the Beckenham Beacon asking to see someone to discuss my serious problems to which a nurse gave me another leaflet that said nothing about the issues I had. I started buying pants for day & night use as I was continuously washing clothes and bed sheets. Another telephone call to doctors being resulted in me being issued a different medication. Again, neither tablet seems to be helping. I was feeling like a zombie. Nobody had told me about an incontinence service (bowel & bladder) which I found out about & rang. I spoke to someone about my problems and had an appointment in March & it was stated that I could get pants provided. I did not get either a letter or an e mail to confirm the appointment. Thinking that the appointment was at the Chistlehurst clinic I rang the day before where a helpful woman told me that the appointment was at the Beacon, so I turned up thinking it was in Urology. At Urology the receptionist was at lunch but someone took me to the Bowel & Bladder section which is not signposted. Their receptionist was very helpful but had no luck in someone answering the phone so they went downstairs to try & speak to someone. After quite some time I was advised that a fresh appointment needed to be made & that I should have got a letter & that I would not get free pants on the first contact, as if that was the reason I was wanting an appointment. This person did not appear to be on my side & I'm afraid I overreacted & told them not to bother as I was so upset trying to explain what is embarrassing .The receptionist was very understanding and sent an e mail. I received a phone call that afternoon and repeated what I had already said a number of times. I was advised that I needed to keep details of urine flow etc for 2 days & nights explaining what to do and an email would be sent with the necessary form to fill in. I expected that form on Friday but it did not arrive so I rang up today on the same number I used before. So here I am, having got up 8 times in the night, feeling dreadful deciding to send this story, knowing there are lots of old people like me in their seventies who perhaps don't have the mental agility to put across these issues, and may have the most debilitating health problem causing much embarrassment. I should have been told, either by my doctor or the urology dept, that there is this specialist service working hand in hand with so many patients who have incontinence so that the best care & service can be given. I personally feel let down & could have been referred in January having suffered 2 months more than I should have.. Thanks for your time.
Visited December 2022
Provided by Care opinion
Princess Royal University Hospital has not yet replied.
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Review titled Outstanding Care
Rated 5 stars out of 5
by Martin Anderson - Posted on 21 December 2022
I recently had a Holep procedure in the Ansty ward of Princess Royal hospital in Haywards Heath. I must say that the level of care and attention was most impressive. All staff involved with my stay were extraordinarily kind and concerned with how I felt and was progressing. They were diligent, energetic and, in addition, a good many added to that a welcome sense of humour. Indeed I marvel at how they were able to sustain their pace of work. Working at such pace for such long periods of time takes not only strong reserves of energy but also, and perhaps most significantly, great reserves of commitment. No wonder many view the profession of nursing more as a calling than simply a profession or career. They certainly deserve to be better rewarded for their compassion than they presently are. If compassion is important in life, which I believe it is, then this is a profession which should be looked up to. The service those within it provide is invaluable. It should be endowed with all of the resources essential to its carrying out its mission successfully. Rather than denied them.
Visited Prostate Cancer Service on December 2022
Princess Royal University Hospital has not yet replied.
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Review titled Endoscopy team 11-12-22
Rated 5 stars out of 5
by Sally - Posted on 11 December 2022
Attended today for a gastroscopy and colonoscopy. I am so impressed with the process and the wonderful staff who were both caring and informative. It was an added bonus to be able to take away a report of my investigations. Thank you to the team.
Visited Gastrointestinal and Liver services on December 2022
Princess Royal University Hospital has not yet replied.
Information supplied by King's College Hospital NHS Foundation Trust