Royal Stoke University Hospital
Newcastle Road, Stoke-on-Trent, Staffordshire, ST4 6QGContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled 7 months pregnant in a car accident and waited 9.5 hours!!
Rated 2 stars out of 5
by Anonymous - Posted on 22 May 2024
I was in a car accident where I was driving & was hit on the driver’s side. In total waited 9.5 hours and when I was finally seen by a doctor, she didn’t even know why I was there. Midwives were amazing but absolutely not enough staff on and the whole process was a disaster! Did not help my anxiety about the situation whatsoever.
Visited Maternity services on May 2024
Review titled Royal Stoke University Hospital
Replied on 19 June 2024
Dear Patient, I am so very sorry to read of your disappointing experience at our hospital. To allow us to investigate and ensure we learn from your feedback, I would be very grateful if you would contact our Patient Advice & Liaison Service (PALS) on 01782 676450 or via email to patientadvice.uhnm@nhs.net provide additional details. With kindest regards Rebecca Pilling Head of Patient Experience
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Review titled Incredible maternity service
Rated 5 stars out of 5
by Sophie Parker - Posted on 06 June 2024
On the 26th May 2024 I gave birth to my little girl at the MAU. I cannot possibly find the words to explain what an incredible experience I had and how amazing the staff were that looked after me! The care and compassion was just fantastic, and from start to finish every midwife and nurse that came to me just put me at ease throughout my stay. I feel emotional even writing this but believe they deserve so much recognition. I've never felt support like I did while I was there. The 3 midwives that were there for my labour were lovely and so so supportive, even when I got to the end and I had to go into theatre. They even came to me the next two days to chat to me and see how me and baby were. They just went above and beyond in any way they could and I couldn't thank them enough. I'm so glad that I got to experience my labour here and and that I had the wonderful staff that I did 🥹 thank you to those 3 special midwives that were so incredible throughout my labour and delivery. (Unfortunately cannot name them on here)
Visited Maternity services on May 2024
Review titled Royal Stoke University Hospital
Replied on 19 June 2024
Dear Sophie, Thank you so much for taking the time to share your experience of our Maternity Services. Your comments are so lovely. I will ensure they are shared with the MAU team- I know they will appreciate your kind words very much. I do hope you are settling in well with your new baby girl and she is allowing you some rest! With very best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Ward 223
Rated 5 stars out of 5
by Amy JEAVONS - Posted on 29 May 2024
I stayed on Ward 223 from 12th to 17th May after having a procedure done in theatre. I’ve sent a thank you card to the department naming the amazing staff which I hope is received by them this week which has staff names on there as I am not allowed to name them here but safe to say everyone in the team on ward 223 were friendly, helpful, brilliant at their jobs and they put my mind at ease on what was a very scary time for me. This team are a credit to Royal Stoke University Hospital and a credit to the NHS and I would very much like the team lead and management of the department to read this feedback and also to read the card I have sent which singles out one nurse in particular who was so kind to me and she is an outstanding nurse. I may well have to return here at some point in the future and I would not be adverse to this and know that if I do return I am in capable hands. It’s so easy to write complaints but positive feedback can be hard to come by sometimes but this ward is caring and well run. Thank you all for looking after me so well when I was ill. You are all absolute stars. I can’t thank you enough.
Visited Cardiothoracic surgery on May 2024
Review titled Royal Stoke University Hospital
Replied on 19 June 2024
Dear Amy, Thank you so much for taking the time to share your incredible feedback regarding your stay on Ward 223. I will visit the ward and ensure I read your card, and will also share this lovely comment with the Senior Sister and her team for their enjoyment. It really does mean a lot to staff when they know they have been able to provide the standard of care they aspire to and have made a difference to patients. I do hope you're continuing to recover well following your surgery. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled A&E
Rated 3 stars out of 5
by Anonymous - Posted on 20 May 2024
Miserable, unsympathetic receptionist. Didn’t manage a smile or reassuring word. Ear, nose and throat doctor sent us home then called and asked why we had left. He then proceeded to advise we purchase a drug which we later found out is prescription only.
Visited Accident and emergency services on May 2024
Review titled Royal Stoke University Hospital
Replied on 19 June 2024
Dear Patient, I am so very sorry to read of your poor experience in our A&E department. To allow us to investigate this issue further and learn for the future, I would be very grateful if you could contact our Patient Advice & Liaison Service (PALS) on 01782 676450 or via email to patientadvice.uhnm@nhs.net to provide additional details. In the meantime, I will ensure your comments are shared with the ED management team for their reflection. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Professional, efficient and kind
Rated 5 stars out of 5
by Anonymous - Posted on 15 May 2024
This relates to both Accident and emergency reception and particularly my experience of the Abulatory specialist decisions department. I arrived at reception to be greeted by a friendly and helpful receptionist who took my doctors note which was immediately given to a nurse who immediately summoned a porter with a chair who whisked me off to Specialist decisions unit straight away. Once in the unit staff were polite courteous and clearly very busy. The nurse in charge was both professional and excellent managing to answer phones, organise staff, liaise with doctors and keep the whole team on track with actions. The department was clean. The doctor who I saw was excellent, listened to what I said, gave me a full and comprehensive examination and came up with a plan. I felt valued, listened to and for the first time in months hopeful. Of course you can’t help noticing everything that goes on around you when you are sitting waiting, its human nature. There was considerable moaning from people waiting for treatment and quite honestly in my opinion people who were less than courteous to the staff who were doing their best. Generally the whole experience was a positive one. In terms of staff I know people are paid to do a job but what I experienced were staff who genuinely showed a positive regard for those in their care and its that star quality in the staff (including the porters who ferried me about) that should be celebrated. I hope those at trust board level follow an open and supporting culture to those poeple who work so hard to pay their wages. Just one more thing to add. This is a private finance initiative and the porters are contracted by another provider not the NHS. Porters should be given footwear vouchers as I understand they walk over 30K steps a day and please get them a decent polo shirt. Also for the private finance management company, its important that they do something about the dreadful signage across the site and introduce decent standard signage along with colour defined zones to aid navigation and way finding. Other large hospitals have it.
Visited Accident and emergency services on May 2024
Review titled Royal Stoke University Hospital
Replied on 19 June 2024
Dear Patient, Thank you very much for taking the time to share your suggestions and comments regarding your visit to our ED and SDU. I am so pleased to read the care provided to you was of the high standard to which our staff aspire, and that you felt listened to and were provided with a comprehensive plan of care. I will ensure I share your kind words with the staff in both areas. I will also pass on your comments regarding the Porters and the Wayfinding to the appropriate teams. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Very good service
Rated 5 stars out of 5
by Geri - Posted on 28 April 2024
Went to A&E With my hand & wrist today.the staff from reception through to x.ray were excellent.i think you are doing a brilliant job.thank you very much for looking after me.
Visited Accident and emergency services on April 2024
Review titled Royal Stoke University Hospital
Replied on 09 May 2024
Dear Geri, Thank you for taking the time to comment on your experience of our Emergency Department. I will share your kind words with the team. The team work hard to provide a high standard of care during some very challenging situations. Your lovely comment will be very gratefully received. With best wishes Rebecca Pilling, Head of Patient Experience
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Review titled Waiting times
Rated 2 stars out of 5
by Anonymous - Posted on 26 April 2024
The waiting times when sent from children’s a&e to gp out of hours is shocking especially when in pain
Visited Accident and emergency services on April 2024
Review titled Royal Stoke University Hospital
Replied on 09 May 2024
Dear Anonymous, I am very sorry to read your comment regarding your experience of Children's ED and GP out of hours service. I would be very grateful if you could contact our Patient Advice & Liaison Service (PALS) on 01782 676450 or via email to patientadvice.uhnm@nhs.net to provide additional details to allow us to further review your concerns. With kindest regards Rebecca Pilling, Head of Patient Experience
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Review titled Amazing practice for our autistic son
Rated 5 stars out of 5
by Adele - Posted on 27 April 2024
Amazing service from the triage, the doctor and an amazing radiographer with our autistic non verbal son. They helped to make to process quick, the radiographer was amazing and patient. A great big thank you for making a stressful situation so much easier!
Visited Accident and emergency services on April 2024
Review titled Royal Stoke University Hospital
Replied on 09 May 2024
Dear Adele, Thank you very much for taking the time to comment on your experience of our Trust. I will ensure I share your kind words with the team- I know they will be very pleased to receive your feedback. With best wishes Rebecca Pilling, Head of Patient Experience
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 10 April 2024
I have been waiting 19 hours for an answer to my issue and have still not been seen. My bloods have been take twice and my blood pressure and oxygen levels about a million and still have not been sent through for a scan. Some staff are rude and ignored me. Would never recommend this hospital it is awful
Visited Accident and emergency services on April 2024
Review titled Royal Stoke University Hospital
Replied on 09 May 2024
Dear Patient, I am sincerely sorry to read of your poor experience at our Hospital. I would be very grateful if you could contact our Patient Advice & Liaison Service (PALS) on 01782 676450 or via email to patientadvice.uhnm@nhs.net to provide additional details to allow us to further investigate your concerns. With kindest regards Rebecca Pilling, Head of Patient Experience
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Review titled Absolute Joke, disgraceful communication made to wait hours for a non existent doctor.
Rated 1 star out of 5
by Peter Rhodes - Posted on 05 March 2024
My wife has been up today for over active movement’s and while the initial response was good and she was put onto the bed for movement tracking, they made her continue tracking for 2 more hours and then she has been made to wait a further 6 hours for the results. Nurses said that the doctor needs to speak with her in person so she couldn’t leave and after the 6 hours she’s found out there wasn’t even a doctor on shift and so now at 7:30pm she’s just been sent home with no explanations. At 39 weeks pregnant made to wait for that amount of time is simply disgraceful and I am horrified that she had to go through this. I understand a shortage of hospital staff but nobody should be made to wait for that amount of time thinking to themselves something is wrong and that they had to wait for a doctor who never showed. She didn’t even get a proper discharge, she found out she was being discharged by a notification on her app!! The staff had no idea! There was another lady who was crying her eyes out not being attended to and it all could have been avoided if they said there was no doctor on shift and they couldn’t do anything. Beyond angry and upset that we’ve had to go through this at such an important time of the pregnancy.
Visited Maternity services on March 2024
Review titled Royal Stoke University Hospital
Replied on 05 April 2024
Dear Mr Rhodes, Thank you for taking the time to comment on your wife's experience at UHNM, although I am extremely sorry to read of how poor it was. In order to allow us to fully investigate and properly respond to your concerns, I would be grateful if you could contact our Patient Advice & Liaison Service on 01782 676450 or via email to patientadvice.uhnm@nhs.net and provide additional details. In the meantime, I will share your comments with the Maternity Management Team for their review. With kindest regards Rebecca Pilling Head of Patient Experience.
Information supplied by University Hospitals of North Midlands