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 Excelling practice and beyond
Rated 5 stars out of 5
by Carol Kirby - Posted on 08 February 2024
I had endoscopy 2 days ago but words cannot express the care and support I received I was very nervous but everyone fulfilled their role above and beyond the produce went well I cannot name any staff in particular as all staff were supported respectful and every member smiling and welcoming treated me with empathy and dignity nothing was too much for them outstanding Kind regards Carol kirby
Visited Gastrointestinal and Liver services on February 2024
Review titled Royal Surrey County Hospital
Replied on 20 February 2024
Dear Carol, Thank you for letting us know about your positive experience of having an endoscopy at Royal Surrey. Your appreciation and kind comments have been passed on to the endoscopy team who were pleased to hear about your feedback. We wish you all the very best with your health going forwards and would like to say thank you from the team. Kind regards from the Patient Experience Team
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Review titled Floor plans
Rated 5 stars out of 5
by Anonymous - Posted on 12 February 2024
Please make it easy to access the hospital floor plans link, so it is prominently displayed on the website. At present, still haven't found plan for level 'A' or 'B' Thanks Peter
Visited Don't know on February 2024
Review titled Royal Surrey County Hospital
Replied on 19 April 2024
Dear Peter, Thank you for your feedback, we are currently working on our website to improve the floor plans this work will be completed in May and available on the website soon after. If we can help before then please do contact our Pals team on email Rsc-tr.pals@nhs.net or contact number 01483402757. Kind regards, The Patient Experience Team
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Review titled Thank you day surgery staff
Rated 5 stars out of 5
by Anonymous - Posted on 16 February 2024
Took my friend to get her wisdom teeth out. I just wanted to say a big thank you to say surgery unit who have kept me updated without me asking, pointed me in the direction of Costa and offered to make me tea whilst I waiting. Lovely team, thank you so much!
Visited Dentistry and Orthodontics on February 2024
Review titled Royal Surrey County Hospital
Replied on 20 February 2024
Thank you for taking the trouble to let us know about your experience of attending the day surgery unit with your friend. It's great to hear that the staff were helpful and kind and we wish you and your friend all the very best. We have shared your positive feedback with the team. Thank you and kind regards from the Patient Experience Team
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Review titled Very thankful for the great care
Rated 5 stars out of 5
by Mary - Posted on 29 March 2024
I had to go to A&E after tripping whilst running to the train station in the morning of January 16th. I badly bruised my knee and had cuts and bruises to my face. The nurse who took care of me initially was incredibly friendly and personable. She checked my knee, cleaned my face, checked other vital signs and advised that I had to see a facial specialist, as the cut to my lip went up to my face. I was expecting this to take hours, but was seen by the specialist within ten minutes. He did a wonderful job and the female colleague who was with him was such a calm influence. She was incredibly sweet and held my hand as I was quite scared about the injection. When the nurse asked the specialist why he preferred to stitch the wound, he explained it would heal much better this way. He was right - the wound is healing beautifully. I saw a dermatologist this week to check my face and he commented on how well the cut to my lip had been taken care of. I am so grateful and thankful for the care I have received and I really hope the team will receive my note of appreciation.
Visited Accident and emergency services on January 2024
Review titled Royal Surrey County Hospital
Replied on 22 April 2024
Dear Mary, Thank you for letting us know about your experiences in A&E after your fall. It is very helpful and useful for staff to receive patient feedback and we have shared your appreciative comments with the team. Thank you. Kind regards from the Patient Experience Team
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Review titled Hospital of Angels
Rated 5 stars out of 5
by Jo Humphrey - Posted on 21 February 2024
I had to have my gallbladder removed due to gallstones, turns out there was a hole in it too which would explain the pain. I want to name the surgeon and nurses but can't so all I can say is they were angels. I have never known pain like it and one nurse in particular helped me when oramorph, aspirin and 1000mg Ibuprofen didn't touch it, she got me something that relieved all the pain. I can't thank them all enough. When I arrived I had blood taken, each member of staff in that department were wonderful, took four attempts but they had me laughing, they were so kind and gentle. I cannot thank all the staff enough for what they did for me. My local hospital wanted me to go to St. Helier, thank god I insisted on The Royal Surrey, it is unbeatable. A huge thank you to the surgeon and his team and the staff who looked after me when I came round. Thank you seems pitiful but I really am grateful. It really is a hospital of angels.
Visited Emergency Abdominal Surgery on January 2024
Review titled Royal Surrey County Hospital
Replied on 22 April 2024
Dear Jo, Thank you for taking the time to send us your positive feedback following your gallbladder operation. It is always very valuable to a team to receive patient feedback and we have shared your appreciation and kind words with them. 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 Experience
Rated 5 stars out of 5
by Andrew Coy - Posted on 09 January 2024
I was booked into Cardiac Day Ward to receive an Angiogram. From the moment I walked in I was treated superbly. I had a problem giving blood for testing - no problem they found a way to deal with it. In the operating theatre they played my favorite music. Because I had to drive home afterwards, they arranged for me to stay in the Patient Discharge Lounge to recuperate. I was treated royally there with a cup of tea and then supper. I left my pills there and when I rang to check - the sister remembered my name! The whole experience was just great. The people I met all wanted to look after me and make my stay as comfortable as possible. A great day in a very professionally run hospital. Thank you very much. William Andrew Coy
Visited Cardiology on January 2024
Review titled Royal Surrey County Hospital
Replied on 16 January 2024
Dear Mr Coy, Thank you for letting us know about your angiogram experience. We're pleased to hear that your care was top notch and pleasant and we have shared your appreciation with the staff in this department. We wish you all the very best. With kind regards from the Patient Experience Team
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Review titled Worst in emergency. Understaffed.
Rated 1 star out of 5
by Anonymous - Posted on 18 January 2024
Waiting for the 15th hour now and the medical team is not here. A simple blanket is not available. Patients leave in a much worse condition than they step in.
Visited Accident and emergency services on January 2024
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 such as you described. 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 Kind and efficient
Rated 5 stars out of 5
by Christopher Hampshire - Posted on 20 January 2024
I was so impressed by the eye clinic recently receiving treatment for cataracts. I was treated with kindness and compassion - the day care was run very efficiently. Thank you.
Visited Ophthalmology on January 2024
Review titled Royal Surrey County Hospital
Replied on 22 January 2024
Dear Mr Hampshire, Thank you for taking the time to let us know about the kind and compassionate staff who looked after you in our eye clinic when you received treatment for your cataracts. We have shared your positive feedback with the team, which is much appreciated. We wish you all the very best with your health going forwards. Kind regards from the Patient Experience team.
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Review titled Not a good experience
Rated 3 stars out of 5
by Anonymous - Posted on 08 January 2024
Attended A&E for a problem. Was sent for x-ray and told cause that was clear that I could go home. Dr wouldn't listen to what I was saying so sent home with foreign object in bladder and with severe pain. Not a good service provided.
Visited Accident and emergency services on January 2024
Review titled Royal Surrey County Hospital
Replied on 09 January 2024
Dear patient, We apologise if you felt the care our Emergency Department delivered was not the standard expected. Often when care is not deemed as requiring emergency admission/intervention, our practitioners refer our patients back to their GP with instruction on management. In cases described such as yours, this is our normal procedure. We strive to do this to ensure optimal patient flow across our clinical areas and ensure the highest numbers of patients can be treated. We aim to make sure this is clearly communicated with all of our patients and apologise that you felt your concerns were not heard. Your feedback regarding this will be shared with our Emergency Department practitioners for future learning. Thank you. Kind regards from Elaine Kavanagh, Matron for Accreditation and Patient Experience
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Review titled Thank you
Rated 5 stars out of 5
by Louise Powell - Posted on 10 February 2024
On Friday January 26th I found myself arriving at Accident and Emergency after falling at work. It appeared I had broken my hip which was rather a shock at the age of 52. From the moment I arrived in A&E, to being moved to Bramshott ward, the surgeons, staff in theatre, physiotherapists and occupational health to the staff who made the tea and bought the food I experienced nothing but kindness, amazing care and humility. The staff on Bramshott ward worked so hard to meet the needs of all the patients and always did so with a smile. I found myself having to ring my bell many times through the first few days and nights and every time someone appeared at my bed with a smile and a kind word, I have never had surgery before but was made to feel relaxed and completely confident in the process. The physio and occupational health worked hard to get me back on my feet and provided me with all I needed to return home. I am truly grateful to all the staff I encountered and especially the surgeon ( who I know came in on his day off) and the staff on Bramshott for the amazing care. The staff worked so hard in challenging situations but every single person I encountered really made a very stressful situation easier to manage. I cannot thank you all enough.
Visited Accident and emergency services on January 2024
Review titled Royal Surrey County Hospital
Replied on 20 February 2024
Dear Louise, Thank you for taking the time to let us know about your experience when you came into our Accident and Emergency department with a broken hip. We have passed on your lovely comments about your treatment in both A&E and on Bramshott Ward with the teams and this will be much appreciated. We wish you all the very best for your future recovery. With kind regards from the Patient Experience Team
Information supplied by Royal Surrey NHS Foundation Trust