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 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.
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Review titled Lack of communication
Rated 2 stars out of 5
by Anonymous - Posted on 28 January 2024
During a recent stay for my relative the communication skills are poor, I was told different things by different doctors and nurses regarding diagnosis and treatment and also explaining the terminology was very poor, my relative told me she had no scan but nurse was saying she had turns out my relative was right, making my relative who is elderly think she was getting confused just a small example
Visited Don't know on January 2024
Review titled Royal Stoke University Hospital
Replied on 30 January 2024
Dear Anonymous, I am so very sorry to read of yours and relatives poor experience at our Trust. We do value all feedback, whether positive or not, to ensure we can 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 and allow us to further investigate the issues you've raised. With best wishes Rebecca Pilling Head of Patient Experience.
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Review titled Appointments
Rated 4 stars out of 5
by Anonymous - Posted on 05 February 2024
I received a prompt appointment after having some skin blemishes scanned. Unfortunately I am unable to make this appointment and I understood I would talk to someone before appointment offered. I cancelled it but haven’t been able to talk to anyone regarding making a new one. No one answers the telephone numbers given, you can only leave message, no one came back to me so far. I am worried about this now, causing anxieties.
Visited Plastic surgery on January 2024
Review titled Royal Stoke University Hospital
Replied on 20 February 2024
Dear Patient, I am sorry to read of your frustrations at getting through to someone regarding your appointment. If you call the Patient Advice & Liaison Service (PALS) on 01782 676450 or email them at patientadvice.uhnm@nhs.net a member of our team will provide the support you need. With best wishes Rebecca Pilling Head of Patient Experience
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Review titled Excellent, minor operation, Central Treatment Suite
Rated 5 stars out of 5
by Anonymous - Posted on 22 January 2024
From arrival in the hospital to the treatment everything was faultless. Every member of the staff I had contact with was very friendly and helpful.
Visited Plastic surgery on January 2024
Review titled Royal Stoke University Hospital
Replied on 30 January 2024
Dear Patient, Thank you very much for taking the time to comment on your recent experience at our hospital. I will ensure I share your kind words with the CTS team. With best wishes for a speedy recovery. Rebecca Pilling Head of Patient Experience
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Review titled Amazing treatment at a and e
Rated 5 stars out of 5
by Jenny rouse - Posted on 24 December 2023
I can't speak highly enough of the services offered at the A and E department at Royal stoke hospital. From reception, to triage, to X-ray, to senior nurse practitioner, to plaster room.... I was treated with care and understanding. All the staff were so very pleasant and efficient. I was actually out of the department in one and a half hours with a plastered arm. Can not than you all enough. And this was Christmas Eve!!!
Visited Accident and emergency services on December 2023
Review titled Royal Stoke University Hospital
Replied on 29 December 2023
Dear Jenny, Thank you very much for taking the time to share your experience of our Emergency Department. Our staff work very hard to provide a high standard of care, often during very challenging circumstances, and feedback such as yours means a great deal to them. I will ensure your lovely words are shared with the team. I do hope you had a lovely Christmas despite your injury and that you're healing well. With best wishes Rebecca Pilling Head of Patient Experience
Information supplied by University Hospitals of North Midlands