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 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
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Review titled Fantastic therapy
Rated 5 stars out of 5
by Ian Halliwell - Posted on 15 November 2023
I was referred to the Sleep Department, and specifically the Insomnia Service, as part of a complex mix of issues that I was experiencing. I found the CBTi therapy extremely helpful. The therapist I dealt with was amazing - her all round knowledge of the subject and her understanding of my own particular circumstances gave me a powerful holistic approach to my recovery. Of all the different therapies and counselling I've had (... and there's a few!), this was, by far, the most helpful and successful. Of course, there is always the possibility of a relapse, but I feel as if I have the tools, and the correct mindset, to ride it out next time. Thankyou!
Visited Sleep Medicine on November 2023
Review titled Royal Surrey County Hospital
Replied on 16 November 2023
Dear Ian, Thank you for sending your positive feedback on the Insomnia Service. We're very glad to hear that you found the therapy so helpful. We have passed your appreciation and kind words on to the Insomnia Team. We all wish you the very best for continuing with your successful strategies. With kind regards from the Patient Experience Team
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Review titled How to save a lot of time (and preusmably money?)
Rated 3 stars out of 5
by John Waterfall - Posted on 06 November 2023
Just visited the Audiology Clinic Balance Clinic after waiting some weeks for an appointment. The very pleasant audiologist asked me some questions, checked my ears and then gave me a hearing test. She then explained that I would have to wait some more weeks for a telephone question and answer session. Following that I would then have to wait several more weeks for some balance tests. What a dreadful waste of her time, hospital resources and importantly too my own time - I am still profitably employed. Surely, even elderly patients could deal with the question and answer session immediately after the initial appointment. And surely most patients would wish to see the whole process through in one go. I would estimate that this would result in a massive increase in staff productivity, and satisfaction, and result in a substantial reduction in costs, not only to the hospital but also to the population at large!
Visited Ear, Nose & Throat on November 2023
Review titled Royal Surrey County Hospital
Replied on 16 November 2023
Dear Mr Waterfall, Thank you for your feedback on the Audiology balance diagnostic service. We altered the flow of appointments at the beginning of the year, so we could support our ENT colleagues with their long waiting lists. At present, the three points of contact are scheduled to accommodate room availability and staff availability/expertise with a view to minimise the wait for balance testing appointments. The hearing test and balance tests are completed 1) in different rooms due to different equipment requirements for completing the tests and 2) by audiologists with different areas of expertise. The hearing test is conducted first and we assess if the patient wishes to proceed with balance testing (which is conducted by an audiologist specialised in balance diagnostics). We opted to conduct the 30 minutes history/questionnaire session over telephone so the rooms could be utilised for testing during this time. Following the telephone consultation, patients are then triaged into a variety of balance testing clinics. Your comments are gratefully received as we are due to review the renewed appointment structure imminently to improve upon the experience both for patients and the service. If you wish to discuss further, please do contact us directly by email rsc-tr.Audiology@nhs.net. With kind regards, Karen Lammaing Head of Audiology Services
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Review titled Not a good experience
Rated 2 stars out of 5
by Anonymous - Posted on 17 January 2024
I have not have a good experience at this department. Rude staff, administration errors to name but two problems
Visited Ophthalmology on November 2023
Review titled Royal Surrey County Hospital
Replied on 22 January 2024
Dear patient, Thank you for your feedback. I am sorry to read of your concerns. The safety of our patients remains our top priority during times of increased attendances. We are continuously working to improve the care and experience our patients receive. Your care was not as we would wish for our patients on this occasion. We would appreciate you sharing this experience in further detail to enable learning via our Patient Advice Liaison service on email Rsc-tr.pals@nhs.net or contact number 01483 402757. Thank you. Kind regards, Elaine Kavanagh, Matron for Accreditation and Patient Experience
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Review titled Fast, efficient, caring a+e experience
Rated 5 stars out of 5
by Anonymous - Posted on 09 November 2023
I just wanted to say how great my experience was of the a+e department at the Royal Surrey today. All the staff were really attentive, kind and caring. I was seen very quickly and sent straight for tests. The Dr was very thorough and attentive when going through history and giving my results. I’m really grateful to everyone for their help and kindness today.
Visited Accident and emergency services on November 2023
Review titled Royal Surrey County Hospital
Replied on 16 November 2023
Dear patient, Thank you very much for letting us know about your experience in A&E and your positive feedback. We have shared your thank you message with the A&E staff and this is always very helpful and appreciated. We wish you all the very best for the future. Kind regards from the Patient Experience Team
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Review titled Comment on A and E Dept
Rated 4 stars out of 5
by Diana Aldridge - Posted on 06 November 2023
During the last week I have been twice to A and E , both referred .I would like to say how much I appreciated kindness and attention.There was rather a long wait the second time but staff were helpful.
Visited Accident and emergency services on November 2023
Review titled Royal Surrey County Hospital
Replied on 07 November 2023
Dear Diana, Thank you very much for sharing your positive feedback about your experiences in A&E. We have passed on your appreciation for the kindness you received to our A&E team. We wish you all the very best from the Patient Experience Team.
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Review titled Amazing maternity care
Rated 5 stars out of 5
by Susie - Posted on 25 February 2024
The maternity care I received from the Royal Surrey has been absolutely amazing. My pregnancy had a few issues and I felt so cared for and in such good hands. Everyone I saw was kind and caring along with being knowledgeable and informed. I felt involved in all the decisions that needed to be made and very much heard by all of the medical professionals. We also had some issues once our baby was born and the paediatric department was excellent with the same care and level of expertise. Thank you so much for such a great experience, especially when times were very worrying for us.
Visited Maternity services on November 2023
Review titled Royal Surrey County Hospital
Replied on 22 April 2024
Dear Susie, Thank you for letting us know about the great maternity care you received from the team here at Royal Surrey. We've shared your kind words and appreciation with the team and it is very much appreciated. Kind regards from the Patient Experience Team
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Review titled Insomnia Service - Life Changing
Rated 5 stars out of 5
by Laura Kilty - Posted on 24 February 2024
I have struggled with my sleep for years and years never thinking there was a way out. The clinicians are all so lovely and listened to what I was worried about and really heard me. We had multiple phone calls before starting the programme to help make sure I was ready and that every bit of support I would or might need was in place. The process was challenging with lots of new techniques to learn and exercises that I had to put in place if I wanted to see results. I had to be extremely dedicated and while this was not easy my clinician was incredibly supportive and made a huge difference when I was finding things hard. Pushing through my tiredness and little sleep is one of the hardest things I've done but I wouldn't have it any other way. The difference that has been made to my sleep is incredibly and I now get at least 7 good quality hours of sleep a night. This hasn't happened since I was a really young child! I want to say a huge thank you to the entire team. A big thing for me when I was approaching treatment for insomnia was that I was terrified it wouldn't work or in fact I was terrified it would. I had been so used to not sleeping that I was able to run tired and I as scared what my life would look like if that changed because I had become so used to it. A big thing that pushed me through was when someone reminded me just how hard I had had to push to get seen by the sleep clinic in the first place. I was reminded that my sleep has been holding me back for a long time and if I can achieve my current goals with zero sleep how invincible will I be when I am properly rested and have bundles of energy. I have many challenges going on outside of insomnia and when discussing the treatment it was so detailed and every avenue was covered with support for every possible outcome that it honestly felt like being handed a cure on a silver platter. It was my job to take my dedication and motivation and willpower to actually eat from it. Yes it doesnt mean I am cured for life and yes there are many things that I need to practice day in and day out but I'm more than half way there and now I have to remember everything my clincian told me and make sure I hold myself accountable now that they can't. Again I want to say a huge thank you for the support I have been given by your team, it is unmatched to any hospital service I've come in contact with in the past. You really have changed my life.
Visited Sleep Medicine on November 2023
Review titled Royal Surrey County Hospital
Replied on 19 March 2024
Dear Laura, Thank you for taking the time to send your very positive feedback and thanks for the Insomnia Team, it is always very valuable to receive this information from patients. Your lovely comments have been passed on to the team and they were very much appreciated. We all wish you the very best and continuing good sleep. Kind regards from the Patient Experience Team
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Review titled Such kindness and help
Rated 5 stars out of 5
by Mrs Rachel Burlinson - Posted on 22 November 2023
I went to visit my friend in the oncology unit. Whilst standing in the main entrance area looking at the hospital map a port asked if was ok and needed help. And a few minutes later a nurse asked if I knew where I was going. And on my way to the ward another member of staff asked if I was ok and knew where I was going. On the ward the staff where kind and caring to me. The whole hospital gives out friendly kind vibes. Thank you
Visited Oncology - Medical on November 2023
Review titled Royal Surrey County Hospital
Replied on 27 November 2023
Dear Mrs Burlinson, Thank you for taking the time to send us your feedback about visiting a friend in our oncology unit. We're pleased to hear that you received kind and friendly vibes from your visit. Thank you for letting us know. We've shared your appreciative comments with the oncology unit team. Kind regards, Patient Experience Team
Information supplied by Royal Surrey NHS Foundation Trust