Royal Cornwall Hospital (Treliske)
Treliske, Truro, Cornwall, TR1 3LQContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Gyne treatment
by Nnorthwood - Posted on 11 November 2022
I was called into the gyne clinic on a cancellation with less than 24 hours notice. From the phone to the discharge, all the staff were fantastic and made me feel at ease.
Visited November 2022
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Review titled Royal Cornwall Hospital (Treliske)
Replied on 14 November 2022
Dear Nnorthwood, Thank you for taking the time to leave feedback about your experience. I am very glad to read that you had a positive experience, especially with such a short notice appointment. I will ensure that your feedback is shared with our Gynaecology Clinic teams. Thank you
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Review titled Excellent care given.
Rated 5 stars out of 5
by Maria Fuca - Posted on 27 November 2022
Treated with respect, care and patience by all staff with everyone taking time to do their job and being very friendly. Well done.
Visited Diagnostic Endoscopy on November 2022
Review titled Royal Cornwall Hospital (Treliske)
Replied on 30 November 2022
Dear Anonymous, Thank you for taking the time to share your story with us. I am so pleased that you were treated with respect, care and patience when you accessed our services. This is the patient experience we are constantly striving for. Thank you again for taking the time to share your feedback. Best wishes, Jess
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Review titled Compassionate care
by Mum of LL - Posted on 16 November 2022
We had an ambulance transfer to Paediatric ED and despite the long waits in the department, the nursing staff and medical team were all kind, friendly and compassionate in their approach. They took their time to get to know my little boy and did their best to make him smile and feel comfortable in what can be a scary time for a 4 year old. Thankyou to you all - what may have felt like a normal shift for you, is an act of care and compassion for us as patients and parents.
Visited November 2022
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Review titled Royal Cornwall Hospital (Treliske)
Replied on 23 November 2022
Dear Mum of LL, Thank you for taking the time to share your story with us - please accept my apologies for the delay in responding to you on here. I am pleased to see that despite long waits, you found the nursing and medical team to be kind, friendly and compassionate in their approach. It is lovely to see that the team took the time to get to know your son, to comfort him and make him smile. I am responding to you as a member of the Patient and Family Experience team, but I will ensure the team in Paediatric ED team. Thank you again for taking the time to share your story with us. Best wishes, Jess
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Review titled Pleasant visit to RCH Ophthalmology
by jazzzw39 - Posted on 22 November 2022
Extremely pleasant visit to RCH Ophthalmology department. I attended for tests and retinal photography and every one of the staff were helpful, friendly and professional. Each stage of the procedure were explained to me in a manner that made me feel at ease. I did not feel rushed in any way even though the department was busy. I can quite honestly say that this was the most enjoyable experience I have ever had in any hospital environment. Many Thanks.
Visited November 2022
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Review titled Royal Cornwall Hospital (Treliske)
Replied on 24 November 2022
Dear jazzzw39, Thank you for taking the time to leave such lovely feedback for the Eye Unit! I am so pleased to hear that you had such a pleasant experience, and felt that each step was explained, made to feel at ease, and that the staff were helpful, friendly and professional. As you are aware we are a very busy department, so to hear from a patients perspective, that we are doing a great job is fantastic. I will be sure to pass on your kind words to the rest of the team, and to encourage them to keep up this great work. Thanks again, Kerry Trembath Senior Staff Nurse Ophthalmology RCHT
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Review titled Dermatology appointment
by cygnuscw65 - Posted on 18 November 2022
I had a dermatology appointment, and after the appointment I needed a biopsy taken. That was arranged within half an hour so I didn't have to return another day. The staff were very friendly and helpful.
Visited November 2022
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Review titled Royal Cornwall Hospital (Treliske)
Replied on 21 November 2022
Hello cygnuscw65, Thank you for taking the time to post your feedback about your recent visit to Dermatology unit, I am glad that you found the staff friendly and helpful. We do try to offer treatment on the day if possible and I am glad that this worked out for you having the biopsy done efficiently. I wish you all the best for the future
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Review titled Lack of Deaf awareness
by DeafEquality - Posted on 18 November 2022
I was met by a staff member in the pre-assessment clinic, who I couldn't hear well due to speech being so fast and me being profoundly deaf (though I use a cochlear implant so have some ability to hear). I explained about my hearing, and instead of being patient and communicating well, they began to raise their voice and talk to me as if I was a child, whilst still alternating between talking extremely fast or too slow. I said I had no covid symptoms, and then they asked if I had COVID symptoms and seemed frustrated when I was confused at why I was being asked something I had already given an answer to. When others came in for their appointment, they were polite and well-mannered. I believe the department would benefit from deaf awareness and communication training. I should not be made to feel lesser or stupid, and deserve to be treated with the same patience and kindness as those without hearing loss. The only positive was my actual assessment, the nurse/HCA instantly adjusted her communication when I explained about my hearing. She was kind, patient and did all tests smoothly and quickly - whilst making sure I fully understood what she was doing.
Visited November 2022
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Review titled Royal Cornwall Hospital (Treliske)
Replied on 22 November 2022
Thank you for your feedback. I am very sorry to read your feedback and sad that the experience left you feeling belittled. I plan to discuss your comments with our team and arrange them some training to help avoid putting anyone else in this situation. Your comments have been valuable in highlighting this issue to me and it's something that I can address immediately.
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Review titled Efficient and helpful
by rhinocz38 - Posted on 28 November 2022
I had a re-occurance of an eye problem. The unit got me an appoinment the next day. The nurse practitioner and the doctor were both efficient and helpful. I could not have asked for better treatment. Thanks.
Visited November 2022
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Review titled Royal Cornwall Hospital (Treliske)
Replied on 01 December 2022
Dear rhinocz38, Thank you for taking the time to leave us feedback. I am glad that you were seen in a timely manner in the Eye Unit, and the staff were efficient and helpful. It is great to hear that you felt that you could not have asked for better treatment! I will be sure to pass your kind words onto the team:) Thanks again, Kerry Trembath Senior Staff Nurse Ophthalmology
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Review titled Made me feel at ease
by frostdg88 - Posted on 08 December 2022
Yet another hospital Visit!! Found the nurse very informative - made me feel at ease. Answered questions + gave me additional information. Positive action plan for the future. Great NHS as per usual - No complaints from me!
Visited November 2022
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Review titled Royal Cornwall Hospital (Treliske)
Replied on 08 December 2022
Dear frostdq88 Thank you very much for your kind words. I'm glad to hear that you had a positive experience with us and that you received an action plan for future care. Kind regards Karen Sister for ENT Outpatients and Aural Care
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Review titled Credit where it's due
by rakej17 - Posted on 02 December 2022
I was admitted to Treliske Hospital (Royal Cornwall) at 4 in the morning due to a burst ulcer. The ambulance was with me in under 10 minutes, the ambulance staff stabilised me and rushed me through to the hospital. There was a bit of a wait in the department whist they got what info they needed from me (Medications, conditions etc.) and later I was met by nurses, surgeons, anaesthetists, consultants, doctors etc. who explained I needed emergency surgery. The whole ordeal was a bit surreal but all the staff were absolutely fantastic, keeping me calm and medicated due to pain. From nurses to doctors, consultants, surgeons etc. and every single one of them went way above and beyond the call of duty. I woke up later in a high care ward (EPOC) and was in recovery for quite a number of days and nights, and all the time I was there, me and the other patients in my ward were looked after in the most friendly and professional manner. Nothing was too much trouble for all the staff as I was wheeled back and forth for scans, x rays, tests etc. The nurses and doctors checked on us day and night, back and forth - taking blood pressure, administering medications, doing tests, etc. I apologise to all the medical staff, because there are so many different types of uniforms that I didn’t really know who was who, but to watch them work a twelve and a half hour shift non stop was amazing, and I never realised just how hard the medical personal work. I do a tough job on my feet most of the time, but I could never keep up that pace for twelve and a half hours at a time. The service provided was first class, the friendliness of every single member of staff was overwhelming and the professionalism from everyone was astounding I am now in recovery and people need to give credit where it's due. I would like to thank all staff members from Treliske Hospital, and I mean everyone, for your professional, friendly and caring attitudes.
Visited November 2022
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Review titled Royal Cornwall Hospital (Treliske)
Replied on 12 December 2022
Hi rakej17 Thank you for taking the time to share your story with us - please accept my apologies for the delay in responding to you on here. It must have been very worrying for you to be admitted to hospital so early in the morning. I am so pleased to see that you were dealt with quickly and got the care you needed. I am happy to know that you felt reassured by the team in the Emergency Department and that your pain was treated promptly. I am glad that the staff you came across treated you in a friendly and professional manner. I agree, they are a fantastic team on EPOC. I am relieved to hear you are now recovering well at home and starting to get back to normal. I am responding to you as the Patient Experience Lead for the ACCT department which EPOC is a part of, but I will ensure your story is shared with the teams who cared for you while you were with us. Thank you again for taking the time to share such an honest account of your experience and your continued reassurance to your friends and family that the NHS is here for anyone who needs it.
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Review titled Abandoned in Pain on ED
by ExhaustedMum - Posted on 22 November 2022
Last week I went from feeling under the weather to being in acute pain in less than 12hrs. After contacting 111 I was quickly assessed as needing to see someone face to face. After a 3hr wait I eventually got a call to arrange an out of hours appointment at West Cornwall Hospital in the early hrs of Wednesday morning. I was assessed quickly & thoroughly by the on call Doctor at West Cornwall, who told me I needed to transfer myself to Treliske urgently to be assessed by the surgical team. He made calls and reassured me that when I presented at Royal Cornwall Hospital Treliske Emergency Department, that the team would be expecting my arrival. Sadly this was not the case & pretty much where the positive experience ended. On arrival at ED, whilst it was true I was admitted quickly to a bay, once a cannula had been inserted & my bloods had been taken, I was then left with nothing but a sick bowl & bottle of water behind a curtain for the next 4 hrs. Whilst in ED I had no access to pain relief, despite repeatedly asking for some. As it turns out the Doctors had failed to risk assess me. Rather than tell me what was going on & chase it up, each staff member just walked away telling me that they would go get some for me, never to return again. The night staff on ED seemed to be in a complete malaise. At one point I needed the toilet & had to prompt a staff member to take me to the toilets, as I didn’t feel very stable. I even had to suggest that it would be a good idea to collect a urine sample, & then hang around the corridor whilst they located the equipment to collect a sample, as my symptoms suggested something was going on with my kidneys. In the 4 hrs I was there I overheard conversations between staff at the nursing station that gave me the impression that the night staff were simply biding their time till the morning handover. They sounded low and demoralised. During the morning handover I also overheard a conversation about sending home bank staff, which would leave the staff on duty facing the several hours alone with responsibility for a 8 Bay area. I really felt for the staff as it was clear to me that they had no say in the matter. The new team left on duty for the day openly spoke to one another about how low they were feeling, which was really sad & not reassuring to hear as a patient. Fortunately for me 2 junior registrars eventually turned up at my bay after a 4 hour wait & had me transferred up to the ESU for further investigation. Before I left a nurse, who could see I was in extreme pain, made the porter wait whilst she dispensed some pain relief before being transferred up to wait again. I then was taken up to a very bright & open surgical lounge by a kind & patient porter, where I struggled to get comfortable whilst waiting. I’m AuDHD & have sensory diffs, which I had made staff aware of but no one seemed to understand, so I did my best to cope by curling up in the chair in my sunglasses & headphones. It was obvious that I was very uncomfortable, was struggling with sensory overwhelm & in a lot of pain, resulting in me struggling not to meltdown in the subsequent consultation with a Doctor & medical student & a sonography examination with two jolly staff members I really didn’t want to explode on, because they were just trying to make the experience more pleasant. When I was returned to the lounge where a passing nurse finally picked up I was struggling, so she personally escorted me to a bedded bay, more pain relief & privacy to reregulate. During the next 24 hours on C bay on Emergency Surgical Unit (ESU) I was cared for by some wonderful nurses & Health Care Assistant’s (HCAs), however only one of them was curious about my needs as an Neuro Divergent (ND) person or attempted to navigate my sensitivities. After a night on C bay out of the blue I was told that it had been decided the learning disabilities team needed to come see me, which I didn’t feel was very appropriate as I don’t have a learning disability & any additional support would have better placed over 24 hours earlier- it felt very tick box & they in fact never turned up! After 36hrs I was eventually discharged with an inconclusive diagnosis & a reluctantly arranged referral for something else that had been seen on my CT. I believe I have had a missed diagnosis of kidney stones, which passed whilst abandoned in ED/waiting for scans. It’s also clear that awareness of Neurodiversity, training around Sensory differences & having appropriate conversations about/with ND SU’s is solely needed (FYI I do not “have Autism with mild traits”, as someone wrote in my notes). My experience I feel, clearly shows that staff at RCHT are on their knees and the NHS is struggling. I went to access treatment I didn’t think I could get at home, but would have had better access to pain relief & support there.
Visited November 2022
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Review titled Royal Cornwall Hospital (Treliske)
Replied on 30 November 2022
Dear ExhaustedMum, My name is Sally Dale, Surgical Matron and I cover the Emergency Surgical Unit (ESU) I am sorry that you were left in pain on the Surgical Unit and that you feel that the nursing staff did not manage your pain effectively or in a timely manner. If you would like to contact me, I will be more than happy to investigate this in more detail with you. You can do this by contacting our Patient and Family Experience team using the details below: Tel: 01872 252793 Email: rcht.patientexperience@nhs.net I am pleased that a member of staff engaged with you about your health condition, but I am disappointed that your needs and additional requirements may not have been discussed in your initial nursing assessment. It is clear from your feedback that some more training may be required for the nursing staff to understand this syndrome. On receipt of this information, I can now speak to the most appropriate team to share your feedback and ensure that they learn from your experience. I would be really interested to explore these issues further with you and would be happy If you would like to contact me directly. I would like to investigate your concerns and understand how we could have improved your care both for yourself and other patients in the future. Thank you for taking the time to share your experience with us. Best wishes, Sally Dale, Surgical Matron
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Information supplied by Royal Cornwall Hospitals NHS Trust