Royal Surrey County Hospital
Royal Surrey County Hospital, Egerton Road, Guildford, Surrey, GU2 7XXContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled From start to finish the care could not have been better
Rated 5 stars out of 5
by Anonymous - Posted on 19 December 2023
I attended the RSCH for a endoscopy and from the moment I arrived to when I left the whole process was "pain free". I was made to feel welcome, put at ease and the whole process explained to me. The staff were fantastic, reassuring and made my brief stay as pleasant experience as it could be. The surgical team obviously has my well being and comfort as a priority and, again, reassured me as regards the procedure and what would be happening etc. I even got tea and biscuits after! The procedure was completed and my results - good news - given to me within an hour! I cannot praise all involved enough!
Visited Diagnostic Imaging on December 2023
Review titled Royal Surrey County Hospital
Replied on 09 January 2024
Dear patient, Thank you for taking the time to let us know about your pain free experience of coming in to Royal Surrey for an endoscopy. We have passed on your positive and appreciative comments to the team of staff, which they will be happy to hear. We wish you all the very best for the future. With kind regards from the Patient Experience Team
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Review titled Fantastic quick and efficient service
Rated 5 stars out of 5
by Anonymous - Posted on 02 January 2024
I was seen in the emergency department for what I felt was a last resort having been let down by the 111 service. The nurses I saw were absolutely amazing, so caring, friendly and compassionate
Visited Accident and emergency services on December 2023
Review titled Royal Surrey County Hospital
Replied on 09 January 2024
Dear patient, thank you for sending us your positive feedback comments about the care you received in our Emergency Department. We have shared your feedback with the staff in the team and wanted to thank you for taking the time to share this as it is always very valuable to hear back from patients. We wish you all the very best. Kind regards from the Patient Experience Team
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Review titled Atrocious Parking
Rated 2 stars out of 5
by Anonymous - Posted on 08 December 2023
Let me start by stating the staff have been faultless and this review in no way a reflects the excellent care we have experienced over the last 5 visits to this hospital. The staff have been brilliant. But, the parking is atrocious. This hospital has a long history of parking complaints, dating back to 2009 (possibly longer). Despite building an additional staff car park to supposedly address complaints, the parking at this hospital is still terrible. Every time we’ve visited we have had to drive around, one time up to 50 minutes, just trying to find a single space. Some people give up and dump their car in areas not designated for parking, only to immediately have a parking officer give them a ticket. It’s disgusting. These people don’t want to park there, they have no choice. People typically visit hospitals in an emergency or for an appointment, they don’t have 50 minutes to drive around in circles. The fact you think it’s acceptable to financially penalise people who are desperate, due to your negligence, is shameful. Instead of hiring someone to dish out parking fines, invest the money into your facilities. To top it off, their parking machines are temperamental and we’ve ended up being charged for a full day when visiting only for an hour because the machine had connectivity issues. So, not only are the parking facilities atrocious, they have the audacity to charge you immoral amounts to use them. One time I got desperate and tried parking at the nearby supermarket only to find it was limited to 2 hours (we had several appointments spread over 4-5 hours). This wasn’t helped that there was no availability on the supermarket’s parking app to pay for extended parking. My wife is due to give birth a month from now and I am honestly petrified at the prospect of having to drive her to the hospital and having literally no where to park. My only choice will be to drop her off and go and park somewhere else, leaving her in a vulnerable state, by herself, until I find somewhere to park. This hospital is in desperate need for a much larger multi-story car park. You’ve been criticised about it since 2009. Do something about it.
Visited Maternity services on December 2023
Review titled Royal Surrey County Hospital
Replied on 13 December 2023
Dear patient, Thank you for your feedback. We apologise for the distress your experience may have caused you when attending our hospital. In order to ensure reassurance, we have spoken to the manager of our car parking services who has provided the following reassurances. A new app is being launched to allow a new way of paying for our visitors/patients and hopefully this will help eliminate the frustration you have raised regarding payment. It is our hope that this will reduce current queues. The team have assured us that a team member patrols each hour to assist with parking and provide tickets for cars illegally parked. Our car parking office is located within the main entrance of our hospital should you experience any difficulties regarding ticketing whilst on site. We can confirm our multi-storey car park is open and being utilised by our staff members. This opening has allowed us to transfer 50 spaces previously used as staff spaces to visitors/patients. We endeavour to continually improve upon our patient experience and thank you for your feedback. Kind regards, Elaine Kavanagh, Matron for Patient Experience
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Review titled The best team
Rated 5 stars out of 5
by Charlotte Mortiboys - Posted on 27 March 2024
I had a few visits to the St Catherine’s ward throughout November and December of 2023 and I just wanted to take the time to leave the whole team feedback. I am not yet at the point of giving birth but I have no doubt that the care I receive whilst I’m there will be nothing short of amazing. I felt listened to, cared for and everything was explained to me. One night I was alone on the ward and that morning the team and doctor that came to see me did more than expected as there wasn’t any one else to see but to me this was nothing sort of amazing. Always a happy face, a few trips in and midwives I’d seen before, weren’t on my ward but saw me in passing and made the effort to come check in on me. I see horror stories all the time about care coming up short but I can honestly say I have had the best care and continue to receive the best care. I really cannot sing their praises enough but I’m so grateful to bring new life into the world with the most amazing team of people to help me along the way!
Visited Maternity services on December 2023
Review titled Royal Surrey County Hospital
Replied on 22 April 2024
Dear Charlotte, Thank you for taking the time to give your feedback about staff working on St Catherine's Ward. We have passed on your kind comments and appreciation to the team. It is always very valuable to hear back from patients and means a lot to staff. We wish you all the best for the future for you and your family. With kind regards from the Patient Experience Team
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Review titled Extremely helpful
Rated 5 stars out of 5
by Anonymous - Posted on 16 November 2023
When I was referred by my GP to the Insomnia Service Team I was very sceptical about any benefit I might receive from the referral. However following online videos and telephone calls from a team member I am now very positive of the whole experience. I received helpful advice and coping tips which have improved my sleep greatly and have enabled me to reduce my dependence on sleeping pills. I am managing the sleep situation rather than it managing me. If you are struggling with your sleep I would recommend you ask for a referral to the Insomnia Team.
Visited Sleep Medicine on November 2023
Review titled Royal Surrey County Hospital
Replied on 16 November 2023
Dear Patient, Thank you for sending your valuable feedback on the Insomnia Service you received. We have shared your appreciation and positive results in being able to sleep better with the Insomnia Team. We're very pleased to hear that you would refer others who might be struggling with sleep problems, that's great to hear. We wish you all the very best for the future. Kind regards from the Patient Experience Team
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Review titled Horrible!
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2023
I had three visits to the clinic. First one, I had to abonden after 2hr wait as wasnt aware I should allow up to 3hrs (no letter was received). Then I had rescheduled appointment during which I was told by doctor that she doesnt know what might be impacting my vision and that I should go to private practice. Eventually, I was given NHS appointment with the doctor i have seen privately. Appointment was meant to be at 8:30, but at 9am I was told that doctor hasnt arrived yet and there are still two patients ahead of me. Being an hour late take some doing and never happen during private visits. Unfortunately I had also an allergy test today at 9:30 in my local surgery and had to leave with nothing again. Absolutely shocking. Only wasted money for parking and total of a day off from work.
Visited Ophthalmology on November 2023
Review titled Royal Surrey County Hospital
Replied on 27 November 2023
Dear Patient, Thank you for sharing your experience of our outpatients service. Please be assured that this is not the level of service we hope to provide. In order to fully investigate this, please can you email your details to our Patient Advice and Liaison team on Rsc-tr.PALS@nhs.net. Kind regards, Elaine Kavanagh, Matron Accreditation and Patient Experience
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Review titled Outstanding and hardworking team
Rated 5 stars out of 5
by Howden Dennis - Posted on 02 January 2024
I was taken into the hospital by ambulance and went through A & E. This day was one of the most hectic where it was announced that things were so busy that they were Critical. Despite this, all the staff worked together well, seemed that communication was fantastic and not a single member of staff took their eye off the ball, despite being clearly hectic. Someone senior even took the time to come out and explain why the waiting times were high and apologized. The surgical team in A and E were great and also really helpful explaining the issue. I ended up returning the following day and was then put in the Surgical Short stay unit where the entire team though out the days I was there went above and beyond with great care and keeping my wife up to date with what was going on. When I went for my emergency operation, they were comforting to my wife who was concerned as I had been in the theater far longer than expected. Finally the surgeon and the team involved were also so reassuring and made me feel confident that I was in the right hands. Every single person I came across were hard working, pulled together as a team and clearly communicate well across departments
Visited Emergency Abdominal Surgery on November 2023
Review titled Royal Surrey County Hospital
Replied on 09 January 2024
Dear Mr Howden, Thank you for sharing your experiences of coming in to A&E and being looked after by the team there and the Short Stay Surgical team as well. We have shared your appreciative comments with the teams and we wanted to let you know that this is very welcoming and valuable to receive. Thank you. We wish you all the best for the future. Kind regards from the Patient Experience Team
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Review titled yet another example of our wonderful n. h. s.
Rated 5 stars out of 5
by PETER VERRALL - Posted on 26 November 2023
I visited r.s.c.h.. on november 14th. as I had been referred as boots opticians had spotted a freckle at the back of my eye. (well done boots!) Iwas seen promptly and the lady was patient and endured my pathetic hearing!! subsequently I was seen by various sections of the clinic and everyone was so patient,understanding and helpful. I felt totally confident in their expertise and appreciated their consideration. As usual the nhs and r.s.c.h.. were brilliant. Thank you for all you did and are doing . you are the best .I apologise for the poor english but apparently I must write everything in "lower case".
Visited Ophthalmology on November 2023
Review titled Royal Surrey County Hospital
Replied on 27 November 2023
Dear Mr Verrall, Thank you for submitting your positive comments for our eye clinic staff following your recent referral from the opticians. It's lovely to receive your feedback and this has been passed on to the team of staff working in the eye clinic. We wish you all the very best for your future health. Kind regards from the Patient Experience Team
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Review titled Wonderful Staff
Rated 5 stars out of 5
by Caroline D - Posted on 17 November 2023
I had an endoscopy and colonoscopy and from arriving to leaving all the staff where so kind, efficient and wonderful. They made me feel welcome, relaxed and well informed of every part of the procedures
Visited Gastrointestinal and Liver services on November 2023
Review titled Royal Surrey County Hospital
Replied on 22 November 2023
Dear Caroline, Thank you for sending us your feedback for the Colonoscopy and Endoscopy teams. It's always very valuable to hear from our patients and we have shared your comments with the relevant teams. We wish you all the very best. Kind regards, Patient Experience Team
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Review titled Appointment letters
Rated 5 stars out of 5
by Martin Hale - Posted on 16 November 2023
I have regular and excellent regular prostate cancer appts with the urology dept and every appt is confirmed by two separate identical letters within the same day or two confirming the next appt. At around £1.00 postage for every appt (around 4 per year) if everyone gets two letters that seems to be a bit of a waste of money if everyone is getting two letters for every appt.
Visited Urology on November 2023
Review titled Royal Surrey County Hospital
Replied on 17 November 2023
Dear Martin, Thank you for taking the time to highlight this information. We will be working with our teams to understand how and why this is happening and agree this is a significant financial burden if not rectified. Kind regards, Vicki Mumford, Professional Director of Nursing
Information supplied by Royal Surrey NHS Foundation Trust