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 Thank you to those in A&E
Rated 5 stars out of 5
by Kara - Posted on 26 August 2024
I had to visit A&E due to a scratch to the eye. All of the staff I encountered, from booking in, having my blood pressure taken, seeing the triage nurse and the nurse, were accommodating. They were all friendly and helpful and did it all with a smile. Thank you so much for looking after me
Visited Accident and emergency services on August 2024
Review titled Royal Surrey County Hospital
Replied on 27 August 2024
Dear Kara, thank you for letting us know about your recent visit to our Emergency Department. It is very valuable to receive feedback from our patients and we have passed on your lovely comments to the team in ED. With kind regards from the Patient Experience Team
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Review titled Great Practice by professionals.
Rated 5 stars out of 5
by Sue Fuller - Posted on 27 July 2024
I would like to thank ENT Registrar and SHO on the 15/07/24 on Clandon ward to remove my fish bone. They were so professional and although it was traumatic they managed to remove the bone under LA. Thank you so much you are both a credit to your medical profession.
Visited Ear, Nose & Throat on July 2024
Review titled Royal Surrey County Hospital
Replied on 29 July 2024
Dear Sue, Thank you for letting us know about your experience being treated on Clandon Ward. We have shared your lovely message with our staff on the ward and we wish you all the very best going forward. Thank you. Kind regards from the Patient Experience Team
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Review titled Very impressed with the staff
Rated 5 stars out of 5
by Tom Elliott - Posted on 13 July 2024
This isn’t a review about my experience as such, but about 2 members of staff that stood out on the ward I was on. There was a gentlemen opposite me who clearly had some kind of dementia and I was watching and listening to the two staff members interact with him. One sat there talking to him about his life etc for ages and handled it so well, she was younger and I think perhaps in training. It was so nice of her to keep him company and you could see he was happy to be talking to someone as he was laughing away. The second needed to take his blood pressure and he was getting a bit muddled but she preserved and engaged with him fantastically. The care that all the members of staff provided him over the few days I was at RSCH was always excellent, but these two stood out in my eyes and deserve some kind of recognition for it! I’ve got a family member who is a nursing home with dementia and it’s exhausting at times, but it was so refreshing to see people willing to engage and care. I won’t mention names as it asks you not too but this was on Clandon Ward in the morning of 13th July 2024 - hopefully someone will read this review who knows who the two ladies were!
Visited Don't know on July 2024
Review titled Royal Surrey County Hospital
Replied on 29 July 2024
Dear Tom, thank you for letting us know about the two members of staff on Clandon Ward who were looking after another patient. We have passed on your kind words and comments about the care they delivered and it will be much appreciated. Thank you. Kind regards from the Patient Experience Team
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Review titled Some areas to consider
Rated 4 stars out of 5
by David Banks - Posted on 25 August 2024
1. Although my wife was seen in triage rather quickly, it became apparent that there are areas for improvement here. Over our 8 hour wait in A&E we noticed that the triage staff member called names just once, often names weren't clear and a bit muffled. Often staff were wearing masks which made it hard to hear and I was paying full attention. My concern is that the waiting room was a noisy environment and the room was full of vulnerable people who may easily miss their names; people sleeping, people groaning in pain, the elderly, people with headphones in and or those with special needs. Some names are hard to pronounce too, further adding to this issue. A few vulnerable people missed blood tests, including an elderly woman and man slumped in a wheelchair, because they missed their name being called. Despite being in the waiting room for hours. Please install a digital screen to show names and or allocated number/ID. 2. The window overlooking the waiting room wasn't manned and required people to go to the reception window around the corner, out of sight. My concern is that no staff member is supervising the waiting area, which is an issue if anyone deteriorated and people may be missed - e.g. asleep, forgot to sign in and just sat down or drips that are empty for example. 3. Urine samples are to be balanced on a windowsill in A&E, to be collected once the shutter opens. The concern is that two people sat underneath this windowsill full of sample! These could be knocked accidentally or tampered with and confidentiality is an issue too. The samples remained here for over two hours at one point. 4. Hard unpadded seats. Painful for long 8 hour waits, exacerbating hip, gyno and leg issues. 5. Not enough seats. Chaperones often had to stand, as there weren't enough seats.
Visited Accident and emergency services on July 2024
Review titled Royal Surrey County Hospital
Replied on 17 September 2024
Dear Mr Banks, Thank you for providing your feedback. We value all feedback from patients and their relatives as it helps us to keep improving our services and we take this feedback very seriously. Please can you contact our Patient Advice and Liaison Team (PALs) to enable a further discussion. The team can be contacted on 01483 402757 or by email at rsc-tr.PALS@nhs.net. Thank you. Kind regards, Elaine Kavanagh, Matron for Accreditation and Patient Experience
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Review titled Excellent patient care
Rated 5 stars out of 5
by David Bayley - Posted on 03 July 2024
I had to use A&E recently for an injury to my hand. From booking in to treatment and after care the service was superb. Communication was clear and detailed. I always knew what to expect. The treatment was so thorough and I wish to thank everybody there.
Visited Accident and emergency services on July 2024
Review titled Royal Surrey County Hospital
Replied on 08 July 2024
Dear David, Thank you very much for letting us know about your experience in our A&E recently and the superb after care you received as well. We have passed on your positive feedback and kind and appreciative comments to the team in A&E and this will be valued. Thank you. Wishing you all the best going forward. Kind regards from the Patient Experience Team
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Review titled strange world
Rated 3 stars out of 5
by Rodger Milnes - Posted on 31 July 2024
Trying to book a blood test the service on line did not work. Also it was impossible to contact a human being to book a test. It seems anyone without internet access or access which works would find it impossible to get a blood test done. Swift queue is not working.
Visited Don't know on July 2024
Review titled Royal Surrey County Hospital
Replied on 06 August 2024
Dear Rodger, We are sorry to hear that you experienced problems whilst booking your blood test. We are not aware that Swiftqueue was experiencing technical issues, so it would be helpful to discuss this with you in more detail to help us identify the cause of the problem. The telephone number for booking blood tests is available on the Royal Surrey Hospital website on this page: Blood tests | Royal Surrey NHS Foundation Trust. The telephone number is also on our patient information leaflets, available at the hospital and at local GP surgeries. If you phone the main hospital telephone number, our Switchboard Team will be able to put you through to the correct number to book your blood test. An answerphone service is available and the team aims to return patients’calls by the end of each working day. Please do contact our Patient Advice and Liaison Team (PALS) to discuss this issue further so we can help seek a resolution and address the issues you raised. The number to call is 01483 402757 or email rsc-tr.PALS@nhs.net. With kind regards, Philippa Wood, Phlebotomy Manager
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Review titled Great practice
Rated 5 stars out of 5
by Stefanie Thuynsma - Posted on 11 July 2024
I had a pre operation visit today. I struggled a bit to find the correct location instructions were unclear. Many staff members approached me when they saw i was lost and directed me to where i needed to go without me having to ask. The staff in the department were friendly. The nurse that did my tests was wonderful, very friendly and helped to make me feel relaxed about the process. She was very good at drawing blood, my veins can be un-cooperative but there was no issue. I am sorry that due to your procedures i could not name her, she deserves a thank you. I want to bring to your attention that the hospital have wonderful staff throughout my many visits as a patient and a relative of a seriously unwell patient. I really hope the staff are appreciated by the management.
Visited Don't know on July 2024
Review titled Royal Surrey County Hospital
Replied on 29 July 2024
Dear Stefanie, thank you for letting us know about your experience of having tests at your pre-operation visit. It's fabulous to hear that you had a relaxing time and lovely that your previous visits have all been so positive. We are sorry to hear that the location instructions were unclear for the pre operation visit and this feedback has been passed to the team to help rectify it. Thank you for letting us know. We have also passed on your kind words and appreciation about staff. We wish you all the best going forward. Kind regards from the Patient Experience Team
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Review titled The very best experience
Rated 5 stars out of 5
by Susan H - Posted on 20 August 2024
Admitted to the Royal Surrey on 17 July this year after breaking hip after fall. I cannot speak highly enough of the excellent care I received from start to finish. Such swift action from the team of staff on arrival from which I was then moved to Bramshott Ward. Had my operation the following day - amazing. I am so impressed with the efficiency, at all levels, that I experienced at the hospital. Thank you to the lovely lady surgeon who performed my hip surgery, it has healed beautifully and stitching hardly noticeable. Thank you to theatre team who were such good company in the pre-op room. Thank you to all the day and night staff who I met in Bramshott Ward for the best care. The Royal Surrey is full of incredibly efficient, competent and kind caring staff. Thank you to the physio team for the exercise sessions and for arranging the loan of mobility aids for home use while recovering. They will be returned. My grateful thanks to you all at the Royal Surrey for the wonderful and professional care that you gave to me during my stay.
Visited Orthopaedics on July 2024
Review titled Royal Surrey County Hospital
Replied on 22 August 2024
Dear Susan, thank you very much for taking the time to share your positive feedback about the care and treatment you have received at Royal Surrey. It is very much appreciated and we have passed on your lovely comments to the team involved. We wish you all the very best for your recovery. With kind regards from the Patient Experience Team
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Review titled Minor care
Rated 1 star out of 5
by Concerned dad - Posted on 17 September 2024
Paediatric Neurodevelopmental Department This involves the treatment & care of my son (a minor). As a dad, I have been ostracised, excluded from healthcare discussions and endured ill conceived prejudice from the lead paediatrician who is entrusted with my son's care.
Visited Children's & Adolescent Services on July 2024
Review titled Royal Surrey County Hospital
Replied on 17 September 2024
Thank you for providing feedback on your recent experience of our Children's and Adolescent Services department. We value all feedback from patients and their relatives as it helps us to keep improving our services and we take this feedback very seriously. Please can you contact our Patient Advice and Liaison Team (PALs) to enable a further discussion. The team can be contacted on 01483 402757 or by email at rsc-tr.PALS@nhs.net. Thank you. Kind regards, Elaine Kavanagh, Matron for Accreditation and Patient Experience
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Review titled Millbridge Ward - Excellent Care
Rated 5 stars out of 5
by Anonymous - Posted on 12 July 2024
I would just like to thank the staff on Milbridge Ward in the Royal Surrey for their kindness to me while I was a patient in the ward. The usual people were not around when I was discharged so was unable to thank them properly. They also coped with a very unwell and tricky patient (not me) with great care, understanding and compassion and I was very impressed with that.
Visited Gastrointestinal and Liver services on July 2024
Review titled Royal Surrey County Hospital
Replied on 29 July 2024
Dear patient, Thank you for taking the time to get in touch about your care whilst on Milbridge Ward at Royal Surrey. It is kind of you to let us know about the care and compassion that you witnessed while your were a patient with us and we have passed on your appreciation to the team. We wish you all the best for the future. Kind regards from the Patient Experience Team
Information supplied by Royal Surrey NHS Foundation Trust