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 Kind and caring staff
Rated 5 stars out of 5
by Lauren POWER - Posted on 23 November 2023
I went to the maxillo department after a referral from my Dr. I have very bad health anxiety and went by myself (was a mistake haha) but the lovely nurses and Dr I saw were so kind and caring and understanding about my anxiety they really put me at ease even though I was very scared. One of the lovely nurses on shift during my appointment let me sit down and talked to me to help me calm down for a while when I felt dizzy from a panic attack and treated me with so much kindness I'll never forget it. She had told me she had a similar procedure only hours before her shift and that filled me with confidence again that I would be okay. I don't think I'm allowed to mention names but what an outstanding lady for still coming into work after the procedure. My nerves were definitely put to ease.
Visited Dentistry and Orthodontics on November 2023
Review titled Royal Surrey County Hospital
Replied on 27 November 2023
Dear Lauren, Thank you for sending us your lovely feedback message about our kind and caring staff in the Maxillo Facial team. It sounds as though the nurse who looked after you obviously made a big difference to your experience and that is great to hear. We have shared your appreciation and gratitude with the team. We wish you the very best going forward. Kind regards from the Patient Experience Team
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Review titled Grace under pressure
Rated 5 stars out of 5
by Caroline Wilde - Posted on 22 November 2023
The staff at this busy A&E department are outstanding. From reception to nursing to Doctors and Consultants, it’s amazing how hard they work and still have a smile, personal warmth and dedication. Restores your faith in what people are capable of.
Visited Accident and emergency services on November 2023
Review titled Royal Surrey County Hospital
Replied on 27 November 2023
Dear Caroline, Thank you for sending us your lovely comments about the staff in our A&E department. We have passed them on to the team and it is always valuable to hear feedback from patients, so thank you. We wish you all the very best for the future. With kind regards from the Patient Experience Team
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Review titled After care maternity services
Rated 3 stars out of 5
by Lucinda pickles - Posted on 11 November 2023
To whom it may concern. I had a c section very recently on 3rd November. The operation went well and the team were absolutely fantastic. What I am really disappointed with this my after care. I left hospital the next day after my operation. I was told I needed to go to godalming for my first check the day after I left hospital as there was no space in my usual maternity hub of cranleigh. There was no way I could have made this appointment I could barely walk to the toilet let alone be expected to get a lift in a car with a 3 day old baby in the pouring rain to a school that I’d never been to before or knew any midwives. My husband cancelled this appointment and I was asked to go to cranleigh the following day. I have been anaemic during pregnancy and suffered a haemorrhage during my operation. The journey to the hub was extremely painful. This is 3 days after major surgery. I could barely walk and was about to faint. I came into the hub crying and unwell. It seemed cruel to be making me do this. I later found out I could have declined but this was not ever mentioned and I was told I would be flagged to services if I had declined. I was booked in for 5 day check. I turned up at the hub (having arranged transport as c section patients obviously cannot drive.) Again it was pouring outside. I waited 30 minutes past my appointment. I was trying not to feed my baby as the midwife had wanted to observe. I had to feed her in the end as no one came out even though she was screaming. Someone finally came out and said they had not put my appointment in their calendar (it was in my badger notes so had been logged there. ) I waited a further 2o minutes to be seen after a lady that had been scheduled in my own appointment time. When I asked why midwives don’t visit at home anymore the reasons were “equipment “ (all that is needed for that check are some scales) and that it’s not safe for midwives to be driving in the dark. I understand that more woman can be seen if they go to the hub. But forcing women who have just had c sections to travel within the first few days of it seems ridiculous. There should not be a blanket rule. My first visit set me back so much I went home and had to take a round of pain killers which I was trying to wean off. Things like this have consequences I could have easily fainted and split my wound open. 8 days post birth I feel stronger but angry about post natal care in this area. The hospital care was fantastic so the post care really lets the team down. I look forward to hearing your response. I will also be contacting my local MP. Lucinda pickles
Visited Maternity services on November 2023
Review titled Royal Surrey County Hospital
Replied on 15 November 2023
Dear Lucinda, All midwifery teams that provide care in Maternity Hubs have allocated time each day to provide home visits where required as part of a personalised care plan. I would like to provide assurance that the necessary equipment is available to offer this care at home. It is unclear why the option of a home visit was not offered to you and I would like to offer my sincere apologies for the distress this caused. The Matron for Community Services will contact you to discuss your concerns further and identify how this breakdown in communication occurred. With kind regards, Clare Cardu, Head of Midwifery
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Review titled My treatment
Rated 5 stars out of 5
by Anonymous - Posted on 12 November 2023
am on a course of chemotherapy, with fortnightly cycles currently carreid out at a mobile unit in Horsham. On Friday, part way through my 7th cycle, I noticed a swelling in my arm by the Picc port. The nurses identified it as an Extravasation, a leak in the Picc line meaning the chemo medication was leaking into the arm by the Picc port, casuing swelling. They contacted the Oncology Team at the Royal Surrey County, who are overseeing my treatment. The Team advised the nurses to administer an antidote and for me to go to Chilworth Ward for the Picc line to be removed and for durther treatment and evaluation. The nurses at the mobile unit were excellent in administering the antidote and reassuring me about the situation and explaining clearly and simply what the issue was. I will be providing feedback directly to the Mobile Unit Team on how well they responded. Extravasation is rare, but can happen with Picc lines. It was absolutely unrelated to the treatment provided by the Mobile Unit Team, which I have always found excellent - as well as the Mobile Unit being far more accessible for my treatment (3 miles from home) compared to the Royal Surrey County Hospital (24 miles from home). When I got to Chilworth Ward, I was seen quickly by the nursing team as well as the Registrar (who'd previously seen me with my Oncology Consultant at Crawley Hospital). The treatment and reassurance I was given was excellent, including photographing the affected area of my arm. 'They were excellent and very caring and understanding of my situation, giving clear advice and support, including a leaflet on Extravasation and what to do on leaving the Ward. I've had one follow up call (Saturday) and others to follow. So, I'm very happy with my experience. I have a role in the Nhs locally (not at the Royal Surrey County Ft) so I know something of the complaints we receive. But it's important for positive experiences to be propertly recorded and attributed to the staff involved. I cannot fault the service I recieved from the nursing and clinical staff, and they deserve the highest praise and thanks. I should note my feedback is given in a personal capacity as a patient receiving treatment for cancer - not in my NHS role. I've been impressed and grateful for all the contacts, treatments and support from all the staff at the Royal Surrey County Hospital, St Lukes Cancer Centre, as well as the Mobile Unit and Crawley Hospital (Surrey and Sussex Hospitals Nhs Trust). At a time when the Nhs is getting negative coverage it's important to remember the daily good work and service the Nhs provides to millions of patients, which doesn't recieve the attention it should. So, to conclude, thank you for all you have done, and I know will continue to do.
Visited Oncology - Medical on November 2023
Review titled Royal Surrey County Hospital
Replied on 22 November 2023
Dear patient, thank you for taking the time to let us know about your experience being looked after by the team on Chilworth Ward. We have passed on your appreciative comments and praise to the nursing team and staff on the ward. It's also good to hear that you have been impressed by support from other staff and from staff in the St Luke's Cancer Centre too. We wish you all the very best going forward. Kind regards from the Patient Experience Team
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Review titled Extremely thankful for the care given to me
Rated 5 stars out of 5
by Selena Jolley - Posted on 16 November 2023
I have been treated by the A&E/ENT department 5 times since May 2023, with the final treatment being a tonsillectomy, and I just wanted to say how absolutely wonderful the services and treatments given to me have been. Even from the beginning, I was treated with respect and care, quickly and efficiently, and when I had another flare up I actively seeked out to go to Royal Surrey County Hospital knew that I would be in the safest and most caring hands. As my reoccurant cases of tonsillitis and quinsy were very sudden and new to me, I was initially quite scared as I had never really been to the hospital before, but all of the nurses, the doctors and even the kitchen staff made me feel so relaxed and calm, and I cannot thank them enough. As a young girl at university where my family doesn’t live locally, I felt as if the staff sensed this and made me feel as much at home as they could. For the ENT doctors, I am eternally grateful for how you listened to me and reassured me by communicating so well to me about everything, and suggesting a tonsillectomy so quickly, without me even asking. The nurses in the Clandon Ward I would like to thank, as I was treated there multiple times, and there was always somebody to help me when I needed them to. Thank you to the doctors and the hospital for giving me a surgery date so quickly and seeing me as an urgent case, as I was worried I would be ill again if I had waited any longer. The pre-op assessment team were also lovely, as they saw me very quickly and efficiently, and also made me feel very calm when asking so many medical questions. And finally, thank you to the day surgery unit, who were so gentle and reassuring when I told them I was slightly nervous for the surgery, and even gave me 2 pots of jelly in recovery! Although I am very happy that I have had the surgery and will (hopefully!) not be needing to visit Royal Surrey County Hospital for my throat again, I will miss the service of care that has been given to me, and the friendly faces too. I could have not had a better experience with the NHS than I have had in the last few months. I hope that every member of staff knows how much they are appreciated, and how much you have helped me with my illness. I hope that other people recognise the hard work that every staff member puts in on a daily basis.
Visited Ear, Nose & Throat on November 2023
Review titled Royal Surrey County Hospital
Replied on 22 November 2023
Dear Selena, Thank you for taking the time to send our staff your valuable feedback and positive comments about your experience. We have passed these on to the teams that you mention. It's great to hear your appreciation and we wish you all the very best for the future. With kind regards from the Patient Experience Team.
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Review titled Wonderful Care & Speedy Service
Rated 5 stars out of 5
by Sarah B - Posted on 07 November 2023
My 16 year old son suffered a broken bone & was seen by the consultant on a Friday. The result of this was a need for an operation, within an hour of leaving clinic, the surgery was booked in for the following Monday. We needed to attend the Day Surgery unit - luckily we got a parking space right outside the door. The level of care from the moment we arrived to when we left (we were there for 7 hours) was outstanding. The staff were so kind & incredibly caring - they could tell that my son was nervous about his operation & did their best to put him at ease - also looking after me as a worried parent. Nothing was too much trouble. The wonderful consultant also took time out of his very busy day (and long list of operations) to handwrite a letter to support my son with an exam he was taking the day after the operation. We both felt extremely lucky to have experienced such amazing care during a stressful time.
Visited Orthopaedics on November 2023
Review titled Royal Surrey County Hospital
Replied on 17 November 2023
Dear Sarah, thank you very much for your lovely feedback message for our staff. It's much appreciated when patients and their families take the time to share their experiences of being cared for. We have passed on your feedback to the teams. We wish your son a speedy recovery. Kind regards from the Patient Experience Team.
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Review titled Excellent care in A&E
Rated 5 stars out of 5
by Anonymous - Posted on 14 November 2023
Having had a fall at home, I went to A&E with considerable pain in my shoulder.I was immediately taken for assessment by the receptionist who had taken my details, and in a very short time was seen by a nurse practitioner who sent me for xrays which revealed a fracture of the humerus. Again, after a very short wait an orthopaedic consultant came to discuss the results and sent me for a ct scan in case surgery was required. It wasn’t , luckily, and I was told I could go home with the arm elevated in a sling, but not before an occupational therapist had seen me to discuss how I might manage at home and to arrange a home visit. At every stage, the staff explained clearly what had happened and how the fracture would be managed. I was there for 4 hours,which considering the need for xrays and a scan and frequent attention from the same nurse throughout, I thought was very quick. Judging by my experience with this particular type of injury, it seems that this department is extremely well organised with highly efficient and caring professionals. Huge thanks to all involved.
Visited Accident and emergency services on November 2023
Review titled Royal Surrey County Hospital
Replied on 17 November 2023
Dear patient, we appreciate the time you've taken to share your appreciation for the care you received in A&E and from the nurse practitioner, orthopaedic consultant and occupational therapist at Royal Surrey. We have passed on your positive feedback to the teams, which is always very valuable to receive. We wish you all the very beset for a speedy recovery. Kind regards from the Patient Experience Team.
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Review titled Mortuary
Rated 4 stars out of 5
by Maggie march - Posted on 27 April 2024
I would like this to be sent to mortuary to thank them for looking after my daughter while she was there on her death I'm happy if they reply to me. This happened on 21st November 2023
Visited Don't know on November 2023
Review titled Royal Surrey County Hospital
Replied on 30 April 2024
Dear Maggie, We are so sorry for your loss and our thoughts are with you at this difficult time. Thank you for taking the time and trouble to share your kind appreciation of the care the Mortuary Team provided. We have passed on your message to the team. We wish you all the very best going forward. With kind regards from the Patient Experience Team
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Review titled Thank you
Rated 5 stars out of 5
by Anonymous - Posted on 04 October 2023
I came into the A&E unit with severe abdominal pain. I was given thorough and very fast tests to ascertain the potential cause. The doctors were great and I really appreciate the support considering how busy and pressured they are. Thank you.
Visited Accident and emergency services on October 2023
Review titled Royal Surrey County Hospital
Replied on 05 October 2023
Dear patient, Thank you for providing positive feedback and we are very pleased that you received a fast, professional service from our staff. We wish you all the best with your recovery. Best wishes, The Patient Experience Team
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Review titled Absolutely Wonderful
Rated 5 stars out of 5
by Anonymous - Posted on 15 January 2024
My husband has been treated at RSCH since October of 2023 for an auto-immune condition. The staff and doctors have been absolutely wonderful in getting him the care he needs in swift timing. I really can't say enough how consistently impressed we have been with the service. He was admitted within 3 hours of arriving at A&E on a Sunday evening, treated as in-patient for a week, and we had a clinic with a consultant very soon after he was released. They helped us make a solid plan for follow-up care and when we have needed to use that plan, they have been so prompt and helpful. Having a dangerous auto-immune condition is stressful, but I am so glad I can at least count on the fact that my husband is getting the care he needs. Being able to count on that helps a lot.
Visited Haematology on October 2023
Review titled Royal Surrey County Hospital
Replied on 16 January 2024
Thank you for letting us know about your husband's experience of care at Royal Surrey NHS Foundation Trust. It's great to hear that the stressful situation of coping with his auto-immune condition has been alleviated by the prompt action and care he received. We have shared your praise and appreciation for this treatment and for the dedication of the staff in A&E with the teams involved. We wish you both all the very best going forward. Kind regards from the Patient Experience Team
Information supplied by Royal Surrey NHS Foundation Trust