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 Personal and professional skills
Rated 5 stars out of 5
by Anonymous - Posted on 31 October 2024
I called 111 when unable to walk properly. It was advised that an ambulance had been called. I thought this utterly unnecessary. However the paramedics attending (i cannot name) with excellent interpersonal skills advised the same. It transpired i had a minor fracture and chipped bone after x ray. The service all round at rhs that day was excellent from nurses from the consultants and a particular shout out to the paramedics that attended. Thanks you all very much, i am very grateful to you all.
Visited Accident and emergency services on October 2024
Review titled Royal Surrey County Hospital
Replied on 18 November 2024
Dear patient, Thank you for taking the time and trouble to let us know about the care you received at Royal Surrey and from the paramedics. We wish you all the very best for your recovery. Kind regards, Patient Experience Team
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Review titled Accident & emergency; friendly & efficient
Rated 5 stars out of 5
by Richard Phillips - Posted on 19 October 2024
My 93 year old mum had suffered a head injury & needed a CT scan. Impressions of hospital was it was clean & in good condition. All staff were friendly & professional. The processes were all joined up with on the floor good team management.
Visited Accident and emergency services on October 2024
Review titled Royal Surrey County Hospital
Replied on 22 October 2024
Dear Richard, Thank you for letting us know about your mum's experience of visiting Royal Surrey. We wish her all the very best for a speedy recovery. We have shared your praise and appreciation with the team and that is great to hear. Thank you. Kind regards from the Patient Experience Team
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Review titled Failure to provide assistance
Rated 1 star out of 5
by JOSE FRAILE - Posted on 02 October 2024
Failure to provide assistance My daughter is studying her first year in neighbouring Farnham at Uni of Creative Arts. Yesterday, 1st October, she went to the hospital with plaques in her throat, fever and discomfort that made her barely able to move. She is 19 years old. She has a student visa for the United Kingdom. She applied for a GP that same day and she still hadn't been assigned one when she went to the hospital. The process takes 5 days. As a non-British citizen we have had to pay social security for the next three years to cover any eventual medical care needs. A girl with little experience goes to Guilford hospital by taxi from Farnham making an effort and the person at reception did not allow her to be seen, she was not attended at all, her case was simply to give her a prescription for antibiotics for her tonsilitis. The person at the front desk decided not to attend her and forced her to return home without a prescription. A disaster that we have solved thanks to a doctor friend who lives in the UK and who had to drive three hours to Farnham last night. We think this is a complete lack of attention. Where is the code of ethics? Very bad on your part. I would feel ashamed if this happened in my country.
Visited Don't know on October 2024
Review titled Royal Surrey County Hospital
Replied on 07 October 2024
Dear Jose, Thank you for providing feedback on your daughter's experience attending our Trust. 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 of your daughter's experience. 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 staff and Practices
Rated 5 stars out of 5
by Gary Mertz - Posted on 13 October 2024
Enthusiastic and dedicated staff who are constantly under pressure and busy, nothing too much trouble for those receiving treatment. Very friendly also. They won’t have been aware that my treatment only slows my eventual demise but they made going through Chemo a far easier experience. Well done to all staff on the chemo wards, which also includes those on the front desk reception, whose understanding, friendliness and guidance also made first visits much easier. I am very grateful
Visited Prostate Cancer Service on October 2024
Review titled Royal Surrey County Hospital
Replied on 22 October 2024
Dear Gary, Thank you for sending us your positive feedback for the staff looking after you on Royal Surrey's chemotherapy wards, as well as our reception teams. We have shared your very kind comments with our teams and we wish you all the very best. With kind regards from the Patient Experience Team
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Review titled Wonderful care
Rated 5 stars out of 5
by Vicki Revie - Posted on 01 October 2024
My husband had a fall this morning and was attended by 2 lovely paramedics who took him to your accident and emergency dept. Each member of staff who looked after us, reception, nursing assistants, nurses, doctors, porters and pharmacy were polite, kind and professional even though the department was very busy. I work in health care and am aware how challenging the environment is currently. The whole team was a credit to the health service , I could not speak more highly of how they all conducted themselves, communication was clear and we were seen by each member of the team fairly promptly given the current constraints on the service. Thank you for your service, from the Revie’s.
Visited Accident and emergency services on October 2024
Review titled Royal Surrey County Hospital
Replied on 07 October 2024
Dear Vicki, Thank you for taking the time to let us know about your husband's experience attending our Accident and Emergency department and the great care he received from staff. We have passed on your lovely praise to the team and this is always very rewarding to hear and much appreciated. Thank you! We wish you both all the very best. With kind regards from the Patient Experience Team
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Review titled Brilliant service from start to finish!
Rated 5 stars out of 5
by Emily Keeley - Posted on 31 October 2024
My 6 year old son was sent to A&E with suspected appendicitis which resulted in him having his appendix removed. The staff in a&e, the gastro consultant and team and all of the staff on hascombe ward and in theatres were all absolutely brilliant with him. He was so scared about having his first operation but they went above and beyond to reassure him and look after him. They even brought him a PlayStation to his bedside so he could feel more at home. He is now home and recovering well. Thank you so much to all of the staff involved.
Visited Paediatric Surgery on October 2024
Review titled Royal Surrey County Hospital
Replied on 18 November 2024
Dear Emily, thank you for letting us know about the care your son received at Royal Surrey. We are glad to hear that staff made the experience less scary and we wish him all the best for his recovery. We have passed on your appreciation to the teams involved. Kind regards from the Patient Experience Team
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Review titled Wonderful care from Paediatric ED and ENT
Rated 5 stars out of 5
by Bev Mealing - Posted on 16 October 2024
We only ever hear negative news about our emrgency departments/ NHS but I want to highlight this is often due to unreasonable patient expectations. The team on duty at 9am on 13/10/24 were absolutely amazing. We were triaged quickly and my son given his own bed. The senior sister and her team made sure my son was comfortable (keeping on top of his pain), referred us to ENT quickly and we were seen by ENT within hours. We received a high standard of care, the department was spotless and I am so grateful for all those hard working Doctors/ nurses/ HCA's. Keep up the fantastic work!
Visited Accident and emergency services on October 2024
Review titled Royal Surrey County Hospital
Replied on 22 October 2024
Dear Bev, Thank you for taking the time to share your experience with your son in our Emergency Department and ENT. We have shared your kind words with the teams involved and this is much appreciated. Thank you. Kind regards from the Patient Experience Team
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Review titled Caring and respectful staff
Rated 5 stars out of 5
by Anonymous - Posted on 15 October 2024
Today, 14 Oct 24, an stress ECG was performed on me with the help of three people, the Cardiologist, the Physiologist and a Nurse all of whom were very caring, patient and respectful and did an excellent job - thank you. I could not have been given a better service by all of them.
Visited Diagnostic Physiological Measurement on October 2024
Review titled Royal Surrey County Hospital
Replied on 22 October 2024
Dear patient, Thank you for letting us know about your positive experience of having a Stress ECG at Royal Surrey. We have shared your appreciative comments and praise for the staff with the team and we wish you all the best for the future. With kind regards from the Patient Experience Team
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Review titled Compassionate hard working staff
Rated 5 stars out of 5
by Mica Hughes - Posted on 09 November 2024
Dr S/Dr H/Ll/Kj- Children’s Developmental Centre. There’s not enough words to say how greatful I am for these staff members. They went above and beyond for my son who now has a diagnosis of autism. They work so hard, are so kind and compassionate and I will forever be greatful for the experience and treatment my son recieved. Thanks so much
Visited Children's & Adolescent Services on October 2024
Review titled Royal Surrey County Hospital
Replied on 18 November 2024
Dear Mica, Thank you for taking the time to let us know about your son and his care at Royal Surrey. We will share your kind words with the staff and we wish you and your family all the very best going forward. With kind regards from the Patient Experience Team
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Review titled Good but with issues
Rated 4 stars out of 5
by Stephen Bowers - Posted on 09 November 2024
On 25th October 111 advised me to visit rsh a&e and an appointment was made for 6pm. I arrived on time but the triage nurse was brief to say the least. Due to a pre-existing cancer I was isolated in an area away from the masses. After 3 hours of waiting with no offer of pain relief I was finally examined by a registrar. He was thorough and homed in on the problem. Blood tests indicated pancreas issues and an ecg and ct scan was taken. Oral paracetamol was given which was a huge mistake as I could not take any fluids and I was severly dehydrated, having had no fluids for 15 hrs. At 03.00 hrs I was finally given a saline drip- 18 hrs since I last had fluids. During the daytime and evening of the 26th I was still being offered oral paracetamol which I could not take as I was nil by mouth. The iv saline drip ran out at 9 pm (26th) and I was refused another saline drip - no prescription ( can you beleive it). Finally on the 27th at 06.00 am a new saline iv drip was given. By that time I was in intense pain from dehydration and acute pancreatitis. At 0900 on the 27th I was finally given paracetamol by iv which reduced the pain signifcantly. Several areas need improvement. The classic primary treatment for acute pancreatitis ( nhs and guts and others) is iv hydration and iv paracetamol, niether of which was given promptly. I saw many doctors in the 3 days I was hospitalised. Sadly no one seemd to take the lead - a case of too many cooks. The dehydration issue took far too long to identify and rectify. No checks on my fluids input and output were made. My output was like orange juice. Solid paracetamol should not be given to someone who is nbm. The other issue was the water. Rsh water in the wards tastes absolutely foul. I could not drink it as the taste was so bad and it was loaded with black particulates, that my wife brought in water for me when I could drink ( Sunday pm). Overall the experience was good but was let down by the initial choice (or lack) of treatment. The ward staff were all very good as were the registrars in a&e. Had the the proper iv hydration and iv paracetamol been employed in a timely fashion I might have been discharged sooner. I also think that isolated patients in a&e need far more osbservation and should not be left languishing on their own and in pain. Note the useless ai screening prevents consective capitals hence Rsh, iv, ecg, ct,Nhs
Visited Accident and emergency services on October 2024
Review titled Royal Surrey County Hospital
Replied on 18 November 2024
Dear Stephen, Thank you for providing feedback on your experience of your care and treatment at our hospital. We value all feedback from patients as it helps us to keep improving our services and we take this feedback very seriously. Your experience of our Emergency Department was not what we expect for our patients. In light of your concerns, please can you contact our Patient Advice and Liaison service on rsc-tr.PALS@nhs.net to enable a further discussion and sharing of your experience. Thank you. Kind regards, Elaine Kavanagh, Matron for Accreditation and Patient Experience
Information supplied by Royal Surrey NHS Foundation Trust