Royal Devon and Exeter Hospital (Wonford)
Barrack Road, Exeter, Devon, EX2 5DWContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Waiting in SAU
by Lisa1369 - Posted on 05 January 2024
I accompanied my friend when she was referred to the SAU and we arrived just after 12 midday. There were a few people in the waiting room and my friend was triaged quite quickly but warned there would be at least a four hour wait. We were actually in the SAU for 6 1/2 hours which is not a problem. However, we have made some observations for improvements that either cost £0 or very little. 1. Please put signs on the wall in the waiting room explaining where the nearest toilets are. 2. Please put signs on the wall to advise where the nearest drinking water can be located, as there were two small jugs and these were not topped up for the whole time we were there. Either that or install a drinking water station in the room. 3. Please put signs up explaining that if a patient is in pain, then they should let a member of clinical staff know (more on this in a moment). 4. Please put signs up explaining where to get food, and suggesting how they let staff know that they are needing to pop out for food/water or the loo, so they don't miss a call or worry about missing a call. 5. This room was the most uninspiring and uncomfortable waiting room. All the patients waiting in there were in pain and there were no upright supporting chairs or even larger chairs for those patients. Also, a TV with subtitles or the radio on in the background would be a welcome distraction and stop everyone listening to everyone else's conversations with clinical staff or each other. On the subject of pain, surely it would be possible for someone to pop in every 1/2 hour to check on those waiting? Many were on their own. Some couldn't manage to get themselves a drink or were afraid to ask for pain relief. There were three patients who were there when we arrived and still there when we left. I was able to help with water but was also looking after my friend. On a slightly separate topic, my friend's cannula was not inserted correctly into her ACF and so when she had contrast for her CT, this entered the tissues around her elbow and up her arm. It was quickly rectified by staff and another cannula inserted into the other arm for the contrast. The staff said they would inform SAU and gave my friend a leaflet with possible side effects of the mistake. They said SAU would check on her and she needed to keep hydrated. When we arrived back in SAU, no-one even came to check on her or ensure she had arrived back in the department. She was in alot of discomfort from the contrast entering the tissues in her arm plus the ongoing pain form her medical issue. She finally saw someone about three hours later who took the new cannula out and said she was leaving. She had not even been told the results of her scan or seen anyone and the only reason she was coming home was there were no beds and she had an adult child at home. She was still in the same condition she arrived in, but was just given antibiotics to go home with. We even had to ask for an information sheet on the diagnosis she had been given. We both work for the NHS and understand the pressures, but the above points may help patients in the future feel more comfortable and less abandoned without basic information.
Visited January 2024
Provided by Care opinion
Review titled Royal Devon and Exeter Hospital (Wonford)
Replied on 06 January 2024
Dear Lisa1369, Thank you for taking time to provide this feedback. I was really sorry to read that you and your friend did not feel the correct information was available to you regarding the location of facilities, that the waiting area was uncomfortable and the water jugs were not filled up while you were there. You have provided some very useful suggestions on how we can improve the environment for patients which are straightforward to achieve. These suggestions have been shared with the Clinical Matron for SAU. She will also feedback to the team regarding ensuring patients are checked on more frequently in future and also that water is readily available. I wish your friend all the best in her ongoing recovery. Kind regards Donna
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Review titled Fantastic experience as ever
Rated 5 stars out of 5
by Dolores - Posted on 10 January 2024
I had a gastroscopy and the kindness and efficiency I experienced was exemplary. These people are special human beings and I feel Privileged to have been looked after by them
Visited Gastrointestinal and Liver services on January 2024
Review titled Royal Devon and Exeter Hospital (Wonford)
Replied on 12 January 2024
Thank you for taking the time to share your experience at the Royal Devon and Exeter Hospital. I am delighted to hear that you are so happy with the care you have received and would like to thank you very much for your positive feedback. Kind comments such as yours are always gratefully received and are an encouragement to staff. Best Wishes Karen
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Review titled I was totally happy with the care I was given
by Lucy726 - Posted on 14 December 2023
I was seen in gynaecology for abnormal bleeding. The surgeon I saw was kind, patient and gentle. He was courteous at all times. He explained everything to me and listened carefully to all my questions. He then answered them and made sure I understood what he’s said. He thoroughly examined me and did a biopsy to ensure all areas were covered. I went away feeling totally reassured that all my previous care had been correct and what he was doing was just double checking and reassuring me further. I was totally happy with the care I was given. I can’t fault any of my experience. Thank you again to the wonderful NHS system that we are so fortunate to have.
Visited December 2023
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Review titled Royal Devon and Exeter Hospital (Wonford)
Replied on 14 December 2023
Dear Lucy726 Thank you for such lovely feedback. I am glad to hear that you left your appointment feeling reassured and happy with the care you received. I will pass your feedback on to the gynaecology team. Thanks again for taking the time to leave feedback. Kind regards Lisa
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Review titled Speedy
Rated 5 stars out of 5
by Joanna McCall Shaw - Posted on 09 December 2023
Broke my ankle. Was in and out in less than a couple hours. Triaged almost immediately and given pain killers at that point. No long waits in between stages of treatment and every staff member from Reception to end Clinician were lovely. Thank you so much.
Visited Accident and emergency services on December 2023
Review titled Royal Devon and Exeter Hospital (Wonford)
Replied on 14 December 2023
Dear Patient Thank you for your feedback. I am glad you hear you had a good experience. I hope you are recovering well. Kind regards Lisa
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Review titled The excellent treatment I received
by Chelle23 - Posted on 21 December 2023
I came to have an operation at RD&E and I cannot thank everyone I met enough, the nurses on the day ward were chatty, kind and very caring. The anesthetic team were out of this world they kept me calm, the whole procedure was flawless and I was so happy because I normally have a bad reaction to the cannula going in. I would give them a million star review if they had it!!! The surgeon was nice and explained the procedure in a caring but very knowledgeable way. I would recommend the RD&E to anyone who was going in for a procedure.
Visited December 2023
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Review titled Royal Devon and Exeter Hospital (Wonford)
Replied on 21 December 2023
Dear Chelle23 Thank you for taking the time to leave feedback. It is lovely to hear you describe the procedure as flawless and the team as knowledgeable and caring. This is what we would wish for. You do not mention which ward you stayed on. If you are able to let me know I will ensure that your feedback is shared with the team. Thank you again for your feedback and I wish you a speedy recovery. Kind regards Lisa
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Review titled Visit to A & E-they all deserve medals
by ajh7 - Posted on 16 November 2023
Following a colonoscopy procedure we had to make an emergency visit to A & E. Although extremely busy in the A & E the staff were wonderful. My husband had an episode after going through triage and then the staff were wonderful and dealt with this immediately and all of a sudden we were surrounded with care. Hats off to all the staff, from doctors, nurses, admission staff and cleaners to make the unit run so smoothly. Allowed home after several hours of tests etc. They all deserve medals for the care and work they do.
Visited November 2023
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Review titled Royal Devon and Exeter Hospital (Wonford)
Replied on 22 November 2023
Dear ajh7 Thank you so much for taking the time to leave such lovely feedback. I am glad to hear that when you were experiencing difficulties you felt that you were surrounded with care. I will pass your feedback on to the A&E team, I am sure that they will appreciate it. I hope that your husband is recovering well. Once again, thank you for your feedback. Best wishes Lisa
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Review titled Incredible treatment
Rated 5 stars out of 5
by Jess Carter - Posted on 18 December 2023
Recently sent for hysteroscopy as a bit of an emergency. The whole process was streamlined right from referral through to the nurse doing assessments, so that the actual day went smoothly. I felt like the process ran like a very well oiled machine with dedicated staff at every turn. My treatment in theatre was amazing as was my aftercare on the Wynard ward. Staff and students who were at the procedure came to the ward to see how I was and they were just the most lovely people. Nothing was too much trouble and I felt like I had 5 star care, that you would not have received at a private hospital in my experience. Luckily my health scare was ok and the mycare app made this very easy to see all of the documents and results. I had my results back very very quickly. I can’t speak more highly of the staff on the ward that day - we were all put at out ease and extremely well looked after. This experience has reassured me that coming into hospital can be made so much better with staff like this. The whole women’s health experience was really excellent and I want to thank them so much.
Visited Gynaecology on November 2023
Review titled Royal Devon and Exeter Hospital (Wonford)
Replied on 21 December 2023
Dear Patient Thank you for leaving such kind feedback. We understand that it can be stressful to be admitted in an emergency and to hear you describe the teams as a well oiled machine is appreciated. I will pass your kind comments on to Wynard Ward to be shared with the team. Thank you again for taking the time to leave feedback. We wish you a speedy recovery. Kind regards Lisa
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Review titled Superb service
Rated 5 stars out of 5
by Janet - Posted on 16 November 2023
I simply cannot fault the service I received at the West of England Eye Unit and also the 111 service. 111 referred me as an emergency appointment. I received the phone call from the eye unit within 30 minutes of my 111 call, as advised and my appointment was arranged for the next day. I was seen on time, had drops, scan, photo and saw the doctor all within one hour. They were are very thorough and professional. Excellent service by our amazing NHS
Visited Ophthalmology on November 2023
Review titled Royal Devon and Exeter Hospital (Wonford)
Replied on 22 November 2023
Dear Patient Thank you for taking the time to leave feedback, it is appreciated. It is lovely to hear you describe your swift experience following your 111 call. I will share your kind words with the team and wish you well in your recovery. Best wishes Lisa
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Review titled Pain management call
by Feathers - Posted on 06 December 2023
Been dreading this. Was ready for a lecture on the evils of medication. Had seen my Mother have a terrible experience years ago. I was wrong. I felt listened to. I didn’t feel patronised. I’m no longer scared of them! Thank you.
Visited November 2023
Provided by Care opinion
Review titled Royal Devon and Exeter Hospital (Wonford)
Replied on 14 December 2023
Dear Feathers Thank you for your feedback. I am so glad to hear that your appointment went well and it was better than you anticipated. It is lovely to hear you say that you felt listened to in a non-patronising manner. This is what we strive for. I will pass your feedback onto the team. Thank you again for taking the time to get in touch. Kind regards Lisa
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Review titled Excellent care
Rated 5 stars out of 5
by Anonymous - Posted on 23 November 2023
Thank you to the Acute Oncology Nursing team. You are all incredible people! We are so lucky to have you in our community. The Cherrybrook, chemo nurses and also Drs. As well as Yeo ward nurses. Thank you for everything you do for all of us.
Visited Cancer Services on November 2023
Review titled Royal Devon and Exeter Hospital (Wonford)
Replied on 27 November 2023
Thank you for taking the time to share your experience at the Royal Devon and Exeter Acute Oncology department. I am delighted to hear that you are so happy with the care you have received and would like to thank you very much for your positive feedback, I will ensure your message is passed to the team. Kind comments such as yours are always gratefully received and are an encouragement to staff. Kind regards Karen Facey Patient Experience Royal Devon University Healthcare (Eastern)
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Information supplied by Royal Devon University Healthcare NHS Foundation Trust