Royal Surrey County Hospital
Royal Surrey County Hospital, Egerton Road, Guildford, Surrey, GU2 7XXContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled First rate service
Rated 5 stars out of 5
by Clare Axten - Posted on 13 September 2023
I received excellent care from the A&E Department today (13th September). Checked in to A&E at 12.00 with 'panda eyes' having fallen down stairs and banged my head. Very efficient and sympathetic care from all the staff. After CT scan and follow up with the consultant, I was free to go at 2.15. Thank you and well done Royal Surrey.
Visited Accident and emergency services on September 2023
Review titled Royal Surrey County Hospital
Replied on 22 September 2023
Dear Clare, Thank you so much for taking the time to give feedback on your recent experience at Royal Surrey, which will be passed on to the teams involved. We are always happy to hear of positive experiences in A&E where we strive to provide the very best service we can to those in urgent need of support. We hope you had a speedy recovery. With best wishes, The Patient Experience Team Royal Surrey NHS Foundation Trust
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Review titled So much better than expected
Rated 5 stars out of 5
by Jonathan Tough - Posted on 09 September 2023
I attended the emergency department with my Son who was experiencing chest pains . Within a two hour turnaround he had various tests, the staff were very attentive and kept us well informed throughout. A fantastic experience of the NHS at its best.
Visited Accident and emergency services on September 2023
Review titled Royal Surrey County Hospital
Replied on 18 September 2023
Dear Jonathan, Thank you very much for sharing your positive experience of attending the emergency department with your son. It is always valuable to hear feedback from patients and their relatives. Thank you for taking the time to let us know and your feedback has been shared with staff in the emergency department. Kind regards from the Patient Experience Team.
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Review titled Insomnia team
Rated 4 stars out of 5
by Anonymous - Posted on 15 December 2023
Over the past couple of months I have worked with the insomnia team to help with my sleep and I could not recommend them more they are understanding and don’t have high expectations they are very supportive in helping along this journey and give excellent resources regarding your main issues with what your dealing with
Visited Sleep Medicine on September 2023
Review titled Royal Surrey County Hospital
Replied on 09 January 2024
Dear patient, Thank you for taking the time and trouble to let us know about your positive experience getting help from the Insomnia Team. We have shared your appreciative comments with the team and this is very valuable to receive. We wish you all the very best going forward. With kind regards from the Patient Experience Team
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Review titled Hygiene: Presentation vs. Substance
Rated 3 stars out of 5
by C Havers - Posted on 03 September 2023
At radiology, as a companion in the waiting area, everything looked calm tidy and unhurried. The staff were pleasant and helpful, and we were treated very quickly. However I was struck by the contrast between the number and style of the notices about cleanliness which nearly covered the walls, and the stickiness of all the hard surfaces I touched, such as the door handles and the arms of the comfy chairs, and the blocked sink. It seemed obvious that resources had been devoted to redundant presentations and simplistic exhortations to patients, rather than to the actual conditions which should be the real focus of management.
Visited Diagnostic Imaging on September 2023
Review titled Royal Surrey County Hospital
Replied on 08 September 2023
Dear Sir/Madam, Thank you for taking the time to feedback on your experience in Radiology, we were pleased to hear that the area looked tidy and the staff were helpful. I was disappointed to hear of the stickiness of all the hard surfaces you touched, such as the door handles, the arms of the comfy chairs, and the blocked sink. I have spent some time in the department, the sink had thankfully already been reported unblocked, I have worked with the team to ensure a deeper clean of hard surfaces, furniture, and door handles and will be increasing my observations. If you would like to talk further about your experience please do contact us directly by email rsch-tr.PALS@nhs.net Joanne Michie Associate Director of Nursing for Diagnostics and Clinical Support Services Royal Surrey County Hospital
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Review titled Very helpful staff but parking nightmare
Rated 5 stars out of 5
by Christine Salter - Posted on 02 September 2023
I know parking is always difficult and RSCH and St Luke’s but when I brought a patient who holds a Blue Badge for an oncology appointment on level B we found that the car park for the level B was closed. We had to drive around to the level A entrance, find a wheelchair and go up in the lift by which time we were late for the appointment. Had the appointment letter alerted us to the car park closure we would have gone straight to the level A entrance. This would have eliminated most of the stress and anxiety
Visited Oncology - Medical on September 2023
Review titled Royal Surrey County Hospital
Replied on 05 September 2023
Thank you very much for taking the time to feedback on your experience. I am so sorry to hear how difficult blue badge parking was for you and appreciate the level of additional stress this added to your appointment and timing. Each patient should be sent a letter prior to an appointment outlining the parking arrangements during the building work and explaining the option to park at level A of St Luke’s Cancer Centre where additional blue badge parking is available. I am so sorry that you didn’t receive this information. I have asked the Oncology team to make sure this letter is going out to all patients in their appointment packs. If you would like to talk further about your experience, please do contact us directly by email rsch-tr.PALS@nhs.net. Thank you. Kind regards from the Patient Experience Team
Provided by Care opinion
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Review titled Great care beats the private sector.
Rated 5 stars out of 5
by Anonymous - Posted on 14 September 2023
During the last few months I have made three visits to the audiology department for hearing tests and hearing aid fitting. I have been hugely impressed by the professionalism and care which I have received from the three members of the team whom I saw. Perhaps the most important outcome is that the hearing aid which I have been issued with is markedly better attuned to my needs than the commercial aids which I had used before. Well done to the staff of the audiology department I am very impressed. Thank you.
Visited Don't know on August 2023
Review titled Royal Surrey County Hospital
Replied on 18 September 2023
Dear patient, Thank you very much for taking the time to share your feedback after visiting the Trust's audiology department. It's great to hear that you were impressed by the professionalism and care you received. We have passed on your praise to the members of staff working in our audiology department and it is always very rewarding for staff to hear this kind of feedback. We wish you all the very best going forward. With kind regards from the Patient Experience Team.
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Review titled Domestic services
Rated 4 stars out of 5
by Jenny - Posted on 26 August 2023
I visited the ladies toilet by the main entrance this evening. At least 3 of the toilets were visibly blocked, 2 of the soap dispensers were empty. There was rubbish sitting on top of the waste bin. From the cleaning check it was evident that these toilets had not been attended to since the previous day (Friday 25/08/23). This appalling level of hygiene is surely not what the hospital management board want to represent their hospital. I tried to contact the domestic manager and was only able to leave a voice mail complaining about the terrible condition of these toilets.
Visited Don't know on August 2023
Review titled Royal Surrey County Hospital
Replied on 05 September 2023
Dear Jenny, Firstly I apologise for the poor experience you were met within this area of our hospital. We would like to thank you for escalating your experience with regards to the ladies' toilets in the entrance to the hospital. This standard is, as you identify, well below our expected level of cleanliness. We have reviewed the cleaning schedule sign sheets and met with the domestic services team to address this poor standard. We have increased the cleaning schedule, facility checking and monitoring of this facility. If you would like to talk further about your experience, please do contact us directly by email at rsch-tr.PALS@nhs.net. Thank you. Kind regards from the Patient Experience Team
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Review titled Great patient care
Rated 5 stars out of 5
by Anonymous - Posted on 24 August 2023
I was treated extremely well during my colonoscopy procedure. The exam was booked in 6 weeks and the staff was extremely professional and helpful.I was really nervous but they reassured me and made me feel calm and well looked after Thanks
Visited Colorectal cancer services on August 2023
Review titled Royal Surrey County Hospital
Replied on 29 August 2023
Dear patient, Thank you very much for getting in touch with us following your colonoscopy procedure and sharing your very positive feedback of the experience. We have shared your appreciation for the reassurance and help you received with the team. We wish you all the very best, from the Patient Experience Team.
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Review titled Mammogram side effects
Rated 3 stars out of 5
by Anonymous - Posted on 17 April 2024
I had my first mammogram followed by ultrasound at the age of 40. The speed of getting the checks done and the staff was amazing. However the mammogram procedure stretched my breast skin and after 8 months my breast is not as it used to be. No one warned me about this. I wish the mammogram procedure could be gentler or if I had a choice of ultrasound only.
Visited Breast cancer services on August 2023
Review titled Royal Surrey County Hospital
Replied on 22 April 2024
Dear Patient, Thank you for your feedback. I am sorry to read of your concerns. We are continuously working to improve the care and experience our patients receive. Your feedback regarding your discomfort during your procedure will be fed back to our radiology department for future learning. A mammogram is an X-ray examination to show the breast tissue. It is carried out using one of our digital mammography units using a low dose of ionising radiation. Mammograms remain one of the most efficient methods of detecting early breast cancer and NICE Guidelines state that those who are over 40 who need urgent diagnostic tests, should have a bilateral mammogram followed by an ultrasound where indicated. Unfortunately, whilst the compression can be uncomfortable for patients, it is vital to the image quality required, increasing the contrast, immobilising the patient effectively to prevent movement and sharpness and reducing the glandular dose. All patients attending the department for a mammogram and/or breast ultrasound should have received a copy of the ‘Having a Mammogram’ or ‘Breast Ultrasound’ information leaflet with their appointment letter. We sincerely apologise if this did not occur. We thank you for sharing your feedback. Should you wish to discuss your experience in further detail please contact our Patient Advice Liaison service on email Rsc-tr.pals@nhs.net or contact number 01483402757. Thank you. With kind regards from Elaine Kavanagh, Matron for Accreditation and Patient Experience
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Review titled Great surgery
Rated 5 stars out of 5
by Anonymous - Posted on 20 November 2023
Had excellent surgical care for hiatus hernia repair carried out as emergency. I am surprised that there has been no post operation follow up or check either from surgical team or dietician. It's as though I never existed. However I do appreciate the stress and workload o.f everyone concerned
Visited Emergency Abdominal Surgery on August 2023
Review titled Royal Surrey County Hospital
Replied on 22 November 2023
Dear patient, Thank you for sharing your experience with regards to the post-operative experience. We would have expected you to have had news of your follow up and whilst this could be shortly communicated with you, to ensure this hasn’t been missed, please may you contact our hospital switchboard on -01483 571122 and ask for Jo O Kane on extension 4855. Thank you. Kind regards, Rosemarie Read, Associate Director of Nursing for Surgery
Information supplied by Royal Surrey NHS Foundation Trust