Royal Lancaster Infirmary
Ashton Road, Lancaster, Lancashire, LA1 4RPContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Telephone appointment
Rated 1 star out of 5
by Anonymous - Posted on 08 February 2024
I am hard of hearing and find using the telephone difficult because I can't hear what is being said. I have been sent a telephone outpatients appointment. At no stage has anyone ask if I have problems accessing telephone appointments. You would not expect someone who had difficulty walking to climb stairs so why expect people who can't hear to have telephone conversations.
Visited Don't know on February 2024
Review titled Royal Lancaster Infirmary
Replied on 27 February 2025
Hi there, we're sorry to hear that you have not had a good experience with our services. You can update your communication preferences using the online form here on our website: https://www.uhmb.nhs.uk/our-trust/accessible-information-standard/tell-us-your-communication-preferences Thank you.
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Review titled Awful triage encounter
Rated 1 star out of 5
by Anonymous - Posted on 05 January 2024
I got refused entry into A&E by the triage Nurse without full private assessment even though I was admitted by a medic via the 111 service
Visited Accident and emergency services on January 2024
Review titled Royal Lancaster Infirmary
Replied on 27 February 2025
Hello, thank you for taking the time to leave us a review and apologies for the delayed response. We're sorry to hear that you did not have a positive experience at our hospital. We're keen to investigate further and respond directly to you. Please contact our PALS team using the details here on our website so we can carry this out: https://www.uhmb.nhs.uk/get-in-touch/complaints-and-compliments We hope to hear from you soon. Thank you.
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Review titled Awful experience
Rated 2 stars out of 5
by Anonymous - Posted on 31 January 2024
Initially I called 111 as the NHS recommend, I was told to immediately go to A&E or get an ambulance. While being triaged the nurse did not seem to care about what I was saying, and kept stating she didn't understand why I was there, didn't ask many questions at all about what I was experiencing. I am obviously not a medical professional and so obviously said that I was following 111's directions, but she really didn't seem to care that I had traveled a long way to be here while in severe pain. I got sent away, feeling embarrassed, in even more pain, and not even any advise given. Better communication is needed between 111 and urgent care facilities because being told different things when in need is not on.
Visited Accident and emergency services on January 2024
Review titled Royal Lancaster Infirmary
Replied on 27 February 2025
Hello, thank you for taking the time to leave us a review and apologies for the delayed response. We're sorry to hear that you did not have a positive experience at our hospital. We're keen to investigate further and respond directly to you. Please contact our PALS team using the details here on our website so we can carry this out: https://www.uhmb.nhs.uk/get-in-touch/complaints-and-compliments We hope to hear from you soon. Thank you.
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Review titled Communication problems
Rated 5 stars out of 5
by Brenda Broad - Posted on 04 December 2023
I tried to cancel an outpatient appointment at dermatology but kept getting a message service. I left a message 3 times as to why I couldn’t attend . I have now received a letter saying I did no anttend and I did not give a reason why. I have since tried to contact the department on 01524551614 and again getting a ansaphone. In total I have left 4 messages and obviously they have not been read.
Visited Dermatology on December 2023
Review titled Royal Lancaster Infirmary
Replied on 27 February 2025
Hi Brenda, we're sorry to hear that you're struggling to get through to Dermatology. Our colleagues try to be as responsive as possible, but our phone lines do get busy during certain times of the day. If your call is not answered straight away, please try again later in the day if possible. Alternatively, you can also contact some departments directly using our phone number directory here: https://www.uhmb.nhs.uk/get-in-touch/phone-number-directory Thank you for your patience.
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Review titled Terrible service
Rated 2 stars out of 5
by Ray Roberts - Posted on 12 December 2023
Have on several occasions tried to make an appointment through several phone channels including main contact number,have been trying for 5 hours today including being transferred and email to audiology with a no response absolute disgrace please make it a drop in centre or close the unit , be better privately run or shut
Visited Ear, Nose & Throat on December 2023
Review titled Royal Lancaster Infirmary
Replied on 27 February 2025
Hello Ray, thank you for taking the time to leave us a review and apologies for the delayed response. We're sorry to hear that you are struggling to get through to the Audiology department. Direct phone numbers and email addresses can be found on our website here: https://www.uhmb.nhs.uk/our-services/services/audiology The phone lines do get busy at certain times of the day, but there is a facility to leave a message and a member of the team will return your call as soon as possible. Thank you.
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Review titled Poor care
Rated 2 stars out of 5
by Anonymous - Posted on 03 February 2024
I found my stay most disappointing and the standard of care on AMU quite atrocious there were patients looking after patients toilet floor covered in full bedpan and buzzers being ignored. No effort made to provide dignity A stay on lancaster suite at a later date was a much more pleasant experience
Visited Don't know on December 2023
Review titled Royal Lancaster Infirmary
Replied on 27 February 2025
Hello, thank you for taking the time to leave us a review and apologies for the delayed response. We're sorry to hear that you did not have a positive experience at our hospital. We're keen to investigate further and respond directly to you. Please contact our PALS team using the details here on our website so we can carry this out: https://www.uhmb.nhs.uk/get-in-touch/complaints-and-compliments We hope to hear from you soon. Thank you.
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Review titled Diabolical parking situation
Rated 1 star out of 5
by DRob - Posted on 01 November 2023
Have driven around all available parking areas for 50 minutes back and forth round and round . Absolutely no parking spaces available. Such a diabolical situation for this hospital. Dislike getting appointments here.
Visited Don't know on November 2023
Review titled Royal Lancaster Infirmary
Replied on 27 February 2025
Hi there, thank you for leaving a review. We know that parking can be difficult at the Royal Lancaster Infirmary and we're really sorry that you struggled to park during your hospital visit. We have recently updated our car parking policy and implemented a new permit system to try to alleviate some of the pressure on the car parks, and our teams continue to work hard on trying to improve the situation wherever possible. We also actively encourage patients, visitors and colleagues to use alternative methods of transport where possible, for example the Park and Ride service from Caton Road which offers free parking, drop-off and pick-up outside the hospital, and low-cost return bus travel.
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Review titled Great emergency care
Rated 5 stars out of 5
by Nicola Passmore - Posted on 05 November 2023
Arrived at a&e@ about 7pm in a great deal of pain following a trip and bad dislocation of left shoulder, to find it absolutely heaving (4-5 hour wait). Triage nurse arranged an x-ray asap. This showed a nasty dislocation and I was taken to a cubicle. Shortly after I was moved to resus and very quickly seen by doctor who said he was going to give me some anaesthetic and pop my shoulder back in. I woke up shortly after, all done and never felt a thing. I would like to express my thanks to all those on duty on Saturday evening who looked after me so well. It was quick and efficient and I am extremely grateful for your care. The pressure you were working under was obvious, with large numbers still waiting to be seen, trolleys/wheelchairs in corridors and ambulances waiting outside. Thank you all and praise god for the health service.
Visited Accident and emergency services on November 2023
Review titled Royal Lancaster Infirmary
Replied on 27 February 2025
Hi Nicola, thank you for taking the time to leave us a review and apologies for our delayed response. We're really pleased to hear that you had a good experience at our hospital. We'll pass your kind words onto the teams involved who we know will really appreciate them. Thank you again, and take care.
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Review titled Endoscopy Unit Experience
Rated 4 stars out of 5
by Anonymous - Posted on 15 October 2023
Excellent on-the-day experience, staff and systems worked well to keep me relaxed and make the procedure better than expected. Pre-visit paperwork needs revising - some pages apparently not reviewed for years, and a typo in the fasting instructions made me question how thorough and up to date the department would be.
Visited Don't know on October 2023
Review titled Royal Lancaster Infirmary
Replied on 27 February 2025
Hi there, thank you for taking the time to leave us a review and apologies for our delayed response. We're really pleased to hear that you had a good experience at our hospital. We'll pass your comments regarding the paperwork onto the relevant teams to review. Thank you again, and take care.
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Review titled Difficulty in finding department to attend an appointment
Rated 3 stars out of 5
by Pat Bennett - Posted on 02 November 2023
I have been sent a letter for an appointment with clinical neurophysiology but cannot find this department on the list provided. I don’t know where to go.
Visited Don't know on October 2023
Review titled Royal Lancaster Infirmary
Replied on 27 February 2025
Hello Pat, thank you for taking the time to leave us a review and apologies for the delayed response. We're sorry to hear that you could not find the Neurophysiology department before your appointment. Your letter should include directions, or contact details for the department to get any more information you need. We will pass your comments onto the relevant team to be investigated further. Thank you again.
Information supplied by University Hospitals Of Morecambe Bay NHS Foundation Trust