Princess Royal University Hospital
Farnborough Common, Orpington, Kent, BR6 8NDContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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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.
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Review titled Professional and efficient service
Rated 5 stars out of 5
by Anonymous - Posted on 08 November 2022
Attended A&E with my teenage son with a facial injury from playing school rugby. All staff we dealt with were engaging, personable and highly professional. In particular the Doctor went out of his way to make my son feel at ease and ensure he understood the assessment process. Everything was done in a timely and proficient manner. Thank you for your service.
Visited Accident and emergency services on November 2022
Princess Royal University Hospital has not yet replied.
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Review titled Amazing Care
Rated 5 stars out of 5
by Adrian - Posted on 19 November 2022
I just had to leave a review after my experience today. No stone left unturned. Went the extra mile and got home feeling so much better Thank you
Visited Urgent Treatment Centre on November 2022
Princess Royal University Hospital has not yet replied.
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Review titled Excellent Outpatient Care - ENT
Rated 5 stars out of 5
by Anonymous - Posted on 25 November 2022
Following an A & E visit on 8th November (previous review) my teenage son was referred to the ENT team with a broken nose. He was seen as an outpatient within 6 days and received surgery within 10 days of assessment. The service was excellent and all staff very caring and considerate for which we are very grateful. Yes parking is a nightmare but with a bit of thought and consideration I am sure half of the cars don’t actually need to be there. It’s unfortunate that you can’t name people but for all those on the ENT team that helped my son we are very appreciative - you do a wonderful job in difficult circumstances.
Visited Ear, Nose & Throat on November 2022
Princess Royal University Hospital has not yet replied.
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Review titled Awful Experience in General Surgery
Rated 1 star out of 5
by Anonymous - Posted on 15 November 2022
I attended General Surgery as, despite claims to the contrary, this hospital does not have Endocrine Surgery. There are significant parking difficulties, and I have walking difficulties due to my poor health. I arrived just on time as I had to drive round from the hospital and park in the supermarket car park. The surgeon was running 30 minutes late. As I waited, a young and fit looking person began protesting with the reception staff. Evidently, they were 35 minutes late for their appointment and were being told it would be rescheduled as the surgeon was now unavailable and had to be elsewhere. They made a fuss saying they arrived in the car park 30 minutes before but couldn't find a space and it wasn't their fault. The reception staff stood firm. However, the patient persisted for ages and eventually a member of non-reception staff gave in and agreed they could be seen, totally undermining the authority of colleagues on reception. The patient was then seen within 5 minutes. Meanwhile, I waited beyond the 30 minutes after my appointment time and my surgeon's name disappeared from the board. When I was called, I was seen by a junior doctor who was so inexperienced they couldn't answer my questions and didn't make clear what the plan was for me. I wish I had made a fuss and insisted on seeing the surgeon - as clearly that works - but I was so worn down by the wait. It was my first appointment and I was expecting to see the surgeon, not be handed a leaflet and told that they had been discussing me behind my back as I was left waiting. As a disabled person, I don't count in this hospital. No excuse for this experience due to covid. There were ample staff and patients were using self check in.
Visited General Surgery on November 2022
Princess Royal University Hospital has not yet replied.
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Review titled Atrocious
Rated 1 star out of 5
by Anonymous - Posted on 23 November 2022
Recovering at home after very recent major surgery I experienced some worrying symptoms, and was advised to go straight to Accident an Emergency. ‘Straight away’ must have confused me, as I thought, being already in the system, three days after major surgery, and with open wounds posing an infection risk, I would be seen more or less straight away and be at least taken to a cubicle. On arrival at 7pm it was alarming to see notices stuck to doors warning of at least 6 or 7 hours wait, and a press of desperate looking people, some clutching clearly poorly babies and children, crammed into an unsuitable space. This was the pre-queue queue to get in, where anyone not that desperate could escape, go home and self-medicate, in the hope that their conditions were not life threatening. The rest of us formed an orderly queue and dutifully gave our names and described out symptoms, having to shout out private details over the hubbub. Eventually getting into the next waiting area, short of seats, toilet bins overflowing and toilet floors swimming with god knows what, people were seen sporadically, called into side rooms and sent back out into the main waiting area, with limited ventilation, well designed for transmissible nasties to spread between the shoulder to shoulder would be patients. As the hours progressed, some became quieter and withdrawn, others anxious and upset, hungry, cold, uncomfortable, miserable. At about 2am we were given blankets against the cold. The vending machine had long since run out of anything useful, and we continued to wait. By just after 3am, having been told they would like me to endure these conditions for another 2 hours or more I made a risk assessment and decided the risks of staying there outweighed any risks presented by going home. I was asked to sign a form saying why I was refusing service, but surely a service which takes more than 8 hours while leaving you vulnerable, seated in with lots of potentially sick people, is a broken service, and not delivered in a timely manner. Night duty service and facilities needs a major overhaul. By more luck than judgement it lurches from one dreadful shift to the next, taking a toll on staff and patients alike. Management needs to take heed.
Visited Accident and emergency services on November 2022
Princess Royal University Hospital has not yet replied.
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Review titled Amazing care
Rated 5 stars out of 5
by Anonymous - Posted on 24 April 2023
Amazing care, I can’t recommend enough. Every member of the maternity team were so caring and did their best for you. I felt really safe and looked after.
Visited Maternity services on October 2022
Princess Royal University Hospital has not yet replied.
Information supplied by King's College Hospital NHS Foundation Trust