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 Rude staff no duty of care
Rated 3 stars out of 5
by Anonymous - Posted on 22 May 2024
Went to the a&e department feb 24 felt like I didn’t get taken seriously by the doctors when I finally got seen after being sent to urgent care centre then to be sent back across to a&e for just to be told there’s not much they can do for me because I need to be seen my another department in the hospital and still no help
Visited Accident and emergency services on February 2024
Review titled Royal Stoke University Hospital
Replied on 19 June 2024
Dear Patient, I am extremely sorry to read of your poor experience being passed between departments. If you are able to provide additional details by contacting our Patient Advice and Liaison Service (PALS) on 01782 676450 or via patientadvice@uhnm.nhs.uk, we will be able to further investigate. In the meantime, I will ensure your feedback is shared with Emergency Department Management Team for their information. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Zero communication
Rated 2 stars out of 5
by Shannon Bowman - Posted on 12 February 2024
Been trying get through to the department for orthodontics to make an appointment to see consultant, after trying to get through for 2 days i have given up, no one answers phone, get passed from one department to another department and no step closer to getting an end result, phones just ring out all time and no one can give me an answer. really poor communication and will be putting in a formal complaint.
Visited Don't know on February 2024
Review titled Royal Stoke University Hospital
Replied on 20 February 2024
Dear Shannon, I am so sorry to read of your poor experience regarding trying to get an appointment with our Orthodontics department. If you contact our Patient Advice & Liaison Service (PALS) on 01782 676450 or via email to patientadvice.uhnm@nhs.net, a member of the team will happily support you. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled mau experience
Rated 1 star out of 5
by Anonymous - Posted on 05 February 2024
Three visits to mau in 3 days following tightenings, spotting and zero movement in over 24 hours. Dr tried inserting speculum without checking I was ready, tried explaining I had fear of this and she was huffy, then told me there’s probably an issue with placenta but to wait for my next growth scan in 3 weeks. No real explanation for bleeding. Next visit was there 15 mins used Doppler for 2 mins and said that’s fine go home. In total I reported the following concerns: 1. Spotting/light bleeding 2. Tightenings/cramps 3. Itchy hands 4. Splitting headache lasting 4 days with no response to pain relief 5. Zero baby movements in over 24 hours. To be sent home with minimal investigation/no conclusion 3 visits in a row. They are too busy and want to rush mums out as quickly as possible. When asked “so what about my itchy hands and headache?” “I don’t really know, just see how you go” these are symptoms of pre-eclampsia and along with the lack of movements and bleeding also this does not leave me confident to deliver my baby here. Overheard staff stating “we have no triage nurse and not enough midwives for this amount of patients” it’s clear that this is not a safe environment to be in, it’s a recipe for disaster for unborn babies and mothers at risk.
Visited Maternity services on February 2024
Review titled Royal Stoke University Hospital
Replied on 20 February 2024
Dear Anonymous, I am so very sorry for your poor experience of our MAU. I will ensure I share your comments with the management team for their information however, if you would contact our Patient Advice & Liaison Service (PALS) on 01782 676450 or via email to patientadvice.uhnm@nhs.net and provide additional information, they would be happy to investigate this further for you. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Excellent care.
Rated 5 stars out of 5
by Julie Thompson - Posted on 21 June 2024
My surgeon and his team were exceptional. Despite being very nervous about the procedure, I felt reassured at all times and was given clear advice before I left. I then had several weeks of follow up care in the Central Treatment Suite. Although the clinics were very busy, the staff were very caring and took time to do a brilliant job with my dressings. My sincere thanks.
Visited Plastic surgery on February 2024
Review titled Royal Stoke University Hospital
Replied on 21 June 2024
Dear Julie, Thank you so much for taking the time to share your experience of your procedure and subsequent visits to CTS. I will ensure your lovely comment is shared with the teams- I know they will very much appreciate it. I do hope you are continuing to recover well. With best wishes Rebecca Pilling Head of Patient Experience
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Review titled Waiting times
Rated 2 stars out of 5
by Lynn Dixon - Posted on 04 February 2024
My husband attended a and e on saturday 3 Feb he was experiencing chest pains he had previously had a heart attack we were triaged straight away he tben had each and blood tests however it is now sunday 4 Feb at 9am and he is still waiting to see a dr more than 10 hours I do not think this is acceptable we were uncomfortable tired and he was anxious no explanation was given to anyone from staff I've just phoned him and he told me everyone was being moved to another department!I have great respect for the nhs but this is wrong to make I'll people wait this long
Visited Accident and emergency services on February 2024
Review titled Royal Stoke University Hospital
Replied on 08 February 2024
Dear Mrs Dixon, I am so very sorry to read of your husbands experience at our hospital and very much appreciate you taking the time to share your comments. Sadly, as is a national issue, Emergency Departments are experiencing unprecedented demands on their services which is impacting on patient wait times. It is not the standard of care our teams strive to deliver, and the Trust's senior management teams are working very hard to try and manage this issue. I will share your comments with the ED management team, particularly those around the poor communication. While wait times are not always manageable, improvements can definitely be made in communication regarding this. I do hope your husband is home and recovering well. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Lovely staff
Rated 5 stars out of 5
by Anonymous - Posted on 27 February 2024
Writing on behalf of my daughter whose daughter was born at 24 weeks and sadly passed away a few days later. It has been a heartbreaking experience for us as a family but I must commend all the staff that helped us through this journey. We appreciate you all for your professionalism, compassion and kindness and your care towards us. You made a very sad situation more bearable and we'll never be able to thank you enough. Love and thanks from us all,
Visited Neonatal Care on February 2024
Review titled Royal Stoke University Hospital
Replied on 05 April 2024
Dear Anonymous Thank you so much for taking the time to comment on your experience as a family, especially at such a difficult and distressing time. I would like to offer my condolences to your daughter, and your family, for your loss. I will ensure your lovely words are shared with the staff in question. I know they will very much appreciate your kind feedback. With best wishes Rebecca Pilling Head of Patient Experience
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Review titled Children's A&E - excellent care and support
Rated 5 stars out of 5
by Anonymous - Posted on 15 February 2024
My 15 year old son badly injured his thumb - we took him to Children's A&E on a Sunday evening and the care was second to none. Straight into a room, pain relief almost immediately, x-rays, consultant review and discussion and scheduling for surgery all within 3 hours. The team were caring, reassuring, open to conversation and above all human in their approach. He was then on a ward in no time at all and had excellent care all the way through to discharge the following afternoon. I would not dream of using anywhere else for A&E services. 10/10.
Visited Accident and emergency services on February 2024
Review titled Royal Stoke University Hospital
Replied on 05 April 2024
Dear anonymous, Thank you for taking the time to share your experience of our Children's Emergency Department services. I will ensure your kind words are shared with the team. I do hope your son is continuing to recover well following his injury. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Cancer unit
Rated 4 stars out of 5
by Anonymous - Posted on 24 February 2024
We attended the cancer unit yesterday for my husband’s chemotherapy nurses were and always are absolutely amazing my only issue is the main entrance being blocked off, I know there is building work going on but we rely on being dropped off and picked up because the parking is horrendous we would usually wait in the foyer and be able to have a seat while watching for our lift to arrive but because of the entrance being on the side had to stand outside in the freezing cold. I picked a leaflet up only to find that more space is going to be lost by building a holistic clinic on which I’m sure could have been put elsewhere and it going to take at least twelve months to finish,I’m sorry but no thought has been given to the patients having chemotherapy not feeling too well having to hang about outside. I don’t know who thinks these things out probably someone who hasn’t had chemotherapy.
Visited Colorectal cancer services on February 2024
Review titled Royal Stoke University Hospital
Replied on 05 April 2024
Dear Anonymous, Thank you for taking the time to share your comments around yours and your husbands experience at the Cancer Centre. As a Trust, we value all feedback, whether positive or not, to allow us to improve for the future. I appreciate the current frustrations with regards to the building work at the Cancer Centre, however the project has been developed with the involvement of patients with lived experience and aims to provide a better experience and care for cancer patients overall. I will share your comments with the Cancer Management Team so they are aware of your concerns. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Could not fault treatment but room on ward 111 filthy
Rated 4 stars out of 5
by Steve Dutton - Posted on 27 February 2024
Went in for quite lengthy oral surgery on 21st Feb. Woke up in room later that evening. Used a bed bottle all that night as wired up to bed so unable to use bathroom. Next morning a lady put a clean towel and shower gel in the bathroom. Nurse came in later and walked me into the bathroom. The smell in there was horrendous as the last occupant of the room had left the toilet full and blocked with excrement which was also on the floor. The nurse said she would get site services to sort it when they were available. While I sat waiting a cleaner came in and threw several buckets of hot water down the toilet until it drained. I noticed she had a pair of rubber gloves on while she was cleaning it and then she came out of the bathroom and touched every door handle in the room with the same gloves on. I went into the bathroom for a shower and there was still excrement on the floor which I washed away with the shower head. Unfortunately the problems didn't end there as the shower drain was also blocked causing the water to seek under the door into the main room then into the corridor so I had to call for someone to mop it before anyone slipped in it. The maintenance man arrived about lunchtime and unblocked the shower and the sink in the room which was also not draining properly. It beggars belief that after invasive surgery I was put into a room lying next to a room contaminated with all sorts of germs. It seems nobody had checked the room was clean before it was used again for the next patient. Disgusting.
Visited Don't know on February 2024
Review titled Royal Stoke University Hospital
Replied on 05 April 2024
Dear Mr Dutton I am so very sorry to read of your poor experience regarding the standard of cleanliness you encountered. I will ensure your comment is shared with the Senior Sister and Matron for the area for them to address accordingly. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Excellent standard of care
Rated 5 stars out of 5
by Melanie Bradford - Posted on 05 February 2024
I recently had open heart surgery and was looked after by the staff on Ward 223 and CCU. I am a nurse myself and I can honestly say that my experience at Royal Stoke was amazing. I was very apprehensive about the surgery and from the moment I was referred to Mr Warwick’s team they have reassured me and kept me informed at every stage. Mr Warwick’s secretary and the telehealth coordinator were very helpful pre op in monitoring my condition and liaising with the team. From the moment I attended pre op assessment I felt reassured by the team who go the extra mile and this continued up to and throughout my hospital admission. I was involved in my care decisions but also very well supported and cared for. The cardiothoracic surgery team as a whole should be very proud of themselves. They have made my experience as a patient going through major surgery much less frightening. All of the staff were amazing and caring and that includes everyone not just the medical and nursing staff. Each team member plays their part and pulls together. Thank you all so much for what you do and I will be forever grateful.
Visited Cardiothoracic surgery on January 2024
Review titled Royal Stoke University Hospital
Replied on 20 February 2024
Dear Melanie, Thank you so much for taking the time to share your experience on CCU and Ward 223. I am so pleased to read your lovely comments, and I know the staff who cared for you will enjoy reading them too. Our staff really do work hard to provide a high standard of care and feedback such as yours really does make such a difference to morale. I do hope you are recovering well and wish you all the best for the future. With best wishes Rebecca Pilling Head of Patient Experience.
Information supplied by University Hospitals of North Midlands