Royal Stoke University Hospital
Newcastle Road, Stoke-on-Trent, Staffordshire, ST4 6QGContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Excellent care
Rated 5 stars out of 5
by Anonymous - Posted on 06 May 2023
My husband was taken to Royal Stoke on the 5th May after he burst a varicose vein he had fast and excellent service firstly from the ambulance staff and then the Accident and emergency nurses and doctors. Thank you very much
Visited Accident and emergency services on May 2023
Review titled Royal Stoke University Hospital
Replied on 15 May 2023
Good morning, Thank you so much for taking the time to share your husband's recent experience of our Emergency Department. I will ensure I share your lovely comment with the team- I know they will very much appreciate your kind words. I do hope your husband is continuing to recover well. With best wishes Rebecca Pilling Head of Patient Experience
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Review titled Fantastic staff and hospital so organised and helpful
Rated 5 stars out of 5
by REITA CUBBERLEY - Posted on 20 May 2023
Never been to Stoke hospital before but what a pleasure to meet with so many helpful staff. Even when we were lost several members of staff assisted us. Great communications to inform you of patients progress and detailed information. Cannot praise this hospital highly enough.
Visited Stroke on May 2023
Review titled Royal Stoke University Hospital
Replied on 26 May 2023
Dear Reita, Thank you so much for taking the time to share your experiences of our hospital. Our staff do work hard to deliver exceptional care and comments such as yours really do make a difference. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Excellent care
Rated 5 stars out of 5
by Anonymous - Posted on 06 May 2023
My husband was taken to Royal Stoke on the 5th May after he burst a varicose vein he had fast and excellent service firstly from the ambulance staff and then the Accident and emergency nurses and doctors. Thank you very much
Visited Accident and emergency services on May 2023
Review titled Royal Stoke University Hospital
Replied on 15 May 2023
Good morning, Thank you so much for taking the time to share your husband's recent experience of our Emergency Department. I will ensure I share your lovely comment with the team- I know they will very much appreciate your kind words. I do hope your husband is continuing to recover well. With best wishes Rebecca Pilling Head of Patient Experience
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Review titled Amazing Staff
Rated 5 stars out of 5
by Denise - Posted on 27 May 2023
I had an urgent biopsy in the Central Treatment Suite at Royal Stoke. Staff from start to finish were polite, understanding, knowledgeable, had empathy and nothing was too much trouble fir them. I was reassured and put at ease during a vert stressful time. Thank you x
Visited Obstetrics And Gynaecology on May 2023
Review titled Royal Stoke University Hospital
Replied on 22 June 2023
Dear Denise, Thank you for taking the time to share your lovely feedback regarding your experience at our hospital. I will ensure your kind words are shared with the Central Treatment Suite Team who I know will very much appreciate them. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Disgusting service , horrible doctor
Rated 1 star out of 5
by Anonymous - Posted on 03 June 2023
Came to A&E with a flare up of an ongoing chronic condition I have had for 4 years , at first care was subpar but got the job done , was being referred to a medic team and all was well thill this morning I was greeted by a doctor who was nothing short of the rudest person I have ever met in my life , who at first asked to speak to me then as I tried to explain my issues , continuously spoke over me , raised his voice and dismissed every concern I had , I asked to speak to a consultant specialist in the field I was requiring before leaving after being sat in A&E for 12 hours before seeing a doctor . This doctor then proceeded to shout over me then accuse me of being aggressive and threatened me with the security and police , I am utterly disgusted at royal stoke , don’t go here for Health care issues , clearly they’re desperate for the beds
Visited Accident and emergency services on May 2023
Review titled Royal Stoke University Hospital
Replied on 22 June 2023
Dear Patient, Thank you for taking the time to share your experience, although I am truly sorry to read your comments. I would be 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 and allow us to further investigate this issue. With kindest regards Rebecca Pilling Head of Patient Experience
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Review titled Absolutely incredible staff
Rated 5 stars out of 5
by Amy Holford - Posted on 27 May 2023
I recently returned for further breast surgery, from admission on ward 100, to recovery staff, to ward 103 staff, the nurses and nursing assistants were incredible. So kind and compassionate. My main thank you are to the doctors, two in particular, professional throughout, reassuring and so supportive. Made my stay at the hospital comfortable, forever grateful thank you.
Visited Plastic surgery on May 2023
Review titled Royal Stoke University Hospital
Replied on 22 June 2023
Dear Amy, Thank you very much for taking the time to share your experience. I will ensure your lovely comments are passed onto the teams on Wards 100 and 103 and Theatres. Our staff work extremely hard to provide the best possible care and they really do appreciate receiving compliments such as yours. 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 Mixed Experience
Rated 2 stars out of 5
by Pam Pott - Posted on 08 June 2023
I came in with my husband following an accident in which our car turned over and we were fortunate to survive. I was examined by a doctor who pronounced no serious injuries and that I would be able to go home. This, without any Xrays or scan. Whilst waiting in a corridor on a stretcher, I overheard nursing staff saying that they were sure I should not be discharged and not long after that the same doctor came and said having consulted his superior, it was all change and that I was to be sent for both a scan and X-rays which revealed I had a fractured rib and that I would be staying in the hospital overnight. The next doctor on duty was excellent. She asked if any of my grazes had been washed and I told her that they had not. The most difficult things in my experience were related to delays in bringing pain relief and a bedpan when I urgently needed them. At 18:30 my husband let the nursing staff know that I needed pain relief and was told it would be coming. He asked on two more occasions, but it was not until 20:30 that the painkillers arrived. Similarly when I needed a bed pan, the nurse said "Just a sec" and it was 30 minutes before it arrived, during which holding in my urine added greatly to my pain and discomfort. It is understandable if nurses have other urgent priorities to attend to first, but they should be trained to make truthful statements, such as "I need to attend to a patient giving birth first" rather than "just a sec" which raises hopes of something being likely to happen within about 5 minutes. I know the nursing staff were under a lot of pressure, but I was disappointed that urgent needs took so long to be seen to. The third doctor I saw on the morning before I left was excellent. Incidentally my husband had a message on his mobile asking for a review of his experience at the X-ray department, which was fine, but I have had no similar message on my mobile regarding X-ray and scan experiences (both OK) or my time in accident and emergency.
Visited Accident and emergency services on May 2023
Review titled Royal Stoke University Hospital
Replied on 22 June 2023
Dear Pam, Thank you for taking the time to comment. As a Trust, we value all feedback whether positive or not. I am truly sorry that you had to wait for pain relief and for support with personal care. I will ensure I share your comments with the team in ED for their reflection and learning for the future. I do hope you and your husband are continuing to recover well following your accident. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Student nurse was dissatisfied
Rated 1 star out of 5
by Parker Connor - Posted on 08 May 2023
My friend came up to use a&e and received the worst treatment. Student nurse didn’t ask if she was pregnant or anything before having an X-ray, just assumed. Then after, I made a joke saying that my friend can have some tramadol for the pain they were in and the student nurse agreed even though my friend wasn’t prescribed it. Very bad practice from a Keele University student nurse, and would not recommend this a&e.
Visited Accident and emergency services on May 2023
Review titled Royal Stoke University Hospital
Replied on 15 May 2023
Dear Parker, Thank you for taking the time to share your experience of our Emergency Department, although it is disappointing to read your comments. I would be very grateful if either you or your friend (the patient) could contact our Patient Advice & Liaison Service (PALS) on 01782 676450 or via email to patientadvice.uhnm@nhs.net to provide additional details and allow us to look further into the situation you describe. With kindest regards Rebecca Pilling Head of Patient Experience
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Review titled Dreadful duty of care
Rated 2 stars out of 5
by Anonymous - Posted on 16 April 2023
Took a relative late at night on the advice of a DR from 111 service , they were told they were at risk of sepsis, however , hospital staff decided different even though my relative was burning up, headache , pain , twitching, all the signs of an infection . They eventually saw a doctor who said , whilst walking out the room , they couldn’t deal with my relative and that nothing was wrong with them and was wasting their time . 111 wanted to blue light my relative , but they said no as resources would be taken away from someone who might be in desperate need . Relative was given painkillers, which were not compatible with the medication they were already on . A day later saw my relative who looked so unwell and was shaking , I persuaded them to go to a walk in centre as they were really ill . My relative is now on antibiotics due to having an infection which should have been treated on the night in question. Appalling attitudes from the receptionists down to the DR that saw my relative . My relative told the receptionist they were feeling worse , they were burning up and developed a rash all their face . The triage nurse put that down to a face mask and told my relative to stand in the cold night air to cool down . The rash was on their forehead, no where near the mask . No one to visit these places , my relative had done all the right things , by going firstly to the pharmacist, who then advised to call 111 as they believed they’d got an infection , 111 in turn had a doctor access my relative and realised they must have an infection , get to A&E on the advice of an out of hours DR only to be given painkillers that should not have been taken with the medication my relative was on Less talking about holidays , looking at mobile phones , picking what new car they wanted would perhaps greatly help those in need and that was just the receptionists and some nurses . A lot can be observed in the hours spent waiting to be seen
Visited Accident and emergency services on April 2023
Review titled Royal Stoke University Hospital
Replied on 19 April 2023
Good morning, I am so very sorry to read of your relatives poor experience at our hospital. I would be grateful if you could contact our Patient Advice & Liaison Service (PALS) on 01782 676450 or via email on patientadvice.uhnm@nhs.net to provide additional details to allow us to further investigate this issue and learn for the future. I will ensure you feedback is shared with the ED team. With kindest regards Rebecca Pilling Head of Patient Experience.
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Review titled Fab
Rated 5 stars out of 5
by Natalie Baney - Posted on 30 April 2023
I had to visit MAU whilst I was visiting family. I called up before I went to check I could go. The person who answered the phone was very friendly and reassuring. When I arrived the ward clerk was very patient trying to register me as I was out of area. Al of the staff were so friendly and welcoming, nothing was too much trouble. They really made me feel relaxed and put my mind at ease. The hospital itself was very clean and very signposted. Thank you to the staff at MAU
Visited Maternity services on April 2023
Review titled Royal Stoke University Hospital
Replied on 15 May 2023
Dear Natalie, Thank you for taking the time to comment on your recent experience of our MAU. I know your lovely feedback will make a difference to the staff. Kindest regards Rebecca Pilling Head of Patient Experience
Information supplied by University Hospitals of North Midlands