Royal United Hospitals, Bath
Combe Park, Bath, Avon, BA1 3NGContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Excellent standards.
Rated 5 stars out of 5
by Sue Bufton - Posted on 31 October 2023
Was treated with care, consideration, and professionalism from the Breast Unit to Surgery to Radiotherapy. I couldn’t fault my treatment and aftercare. Also very bright and clean environments which gives the patient confidence. I send grateful thanks. x
Visited Breast cancer services on May 2023
Review titled Royal United Hospitals, Bath
Replied on 01 November 2023
We thank you for your comments about your recent care at the RUH and will forward these on to the teams involved who, we are sure, will be very grateful for your kind words.
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Review titled Poor Service & Poor Behaviours
Rated 1 star out of 5
by Colin - Posted on 10 May 2023
After a 7.5 hour wait, we were eventually seen by a doctor. I was never kept informed as to progress and had to continually approach staff for updates. Some staffs were very good, stressed but very good; other staff displayed classic 'stressed' behaviours, ie, abrupt manner, and even the comment of "if you don't want to wait, then go - its your responsibility". This complete lack of empathy and rude behaviour made a bad situation worse. There is no doubt that 'the system' or the National Health Service is not breaking but rather it is broken. I fully understand the unreasonable demands placed on this institution who try valiantly, but fail, to deliver an effective cradle-to-grave service which is free at the point of use. During our wait we made several 'friends' amongst other patients. One particular patient was in extreme pain and had been waiting some 7 hours at this stage; having coaxed him to politely ask the staff for the status of his referral, the staff confessed that he had "slipped through the net", ie, a euphemism for having forgotten him! I have travelled the world and witnessed several hospital working conditions and, to be honest, the Royal United Hospital Accident and Emergency does not rate very high in my experiences. So having complained, what can be done? In the immediate term staff need to better understand the horrendous experience to which the patient is exposed - injured, pain, vulnerable, scared. Staff need to learn to communicate more effectively and efficiently without making the patient feel that he/she is a troublesome child. As a retired Management Consultant I have seen too often the impact that poor behaviours can have on an enterprise and its impact on morale. Addressing this issue is a 'quick win' that the Royal United Hospital Accident and Emergency department should adopt; longer term (controversial) issues of staffing levels over the weekend and staff retention, etc, need to be addressed and can be sorted if modern and realistic practices are adopted. Additionally, perhaps a simple leaflet explaining the Accident and Emergency process may be useful, ie, arrival, check-in, an overview of the injury, the triage ending in a visit to the doctor. This together with anticipated timelines for the day in question and the possibility that others may queue-hop due to their higher priority will all contribute to managing the patients expectations. You may then find that the patient will provide understanding and tolerance of the system which in turn will help the staffs manage very trying circumstances. This may be seen as a 'whine' but it is not intended to be; my comments relate to the experience that my self and wife were exposed to last weekend. It is simply unacceptable that individuals should be treated in such a poor manner in this day and age.
Visited Accident and emergency services on May 2023
Review titled Royal United Hospitals, Bath
Replied on 15 May 2023
We are very sorry to read of your recent experience at the RUH. We welcome your comments as it helps us to identify problems and improve the quality of our service and care. In order for us to investigate your concerns fully we would ask that you provide more detail. Please would you contact our Patient Support and Complaints Team on 01225 825656 or via email at ruh-tr.PSCT@nhs.net
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Review titled Exceptional
Rated 5 stars out of 5
by Teresa Helena Quintin - Posted on 11 April 2023
I cannot fault the treatment /compassion /Attention I have received from Respiratory department from my initial pending diagnosis. From reception to Consultant and all between - I am fortunate today I have received very good news , but from the day I walked into this department I knew whatever my outcome was to be I felt safe and confident in your hands. So a big thankyou to all of you . So proud of our NHS
Visited Respiratory Medicine on April 2023
Review titled Royal United Hospitals, Bath
Replied on 14 April 2023
We thank you for your comments about your recent care at the RUH and will forward these on to the Respiratory team who, we are sure, will be very grateful for your kind words.
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Review titled Amazing staff
Rated 5 stars out of 5
by Ashley Kye Easton - Posted on 27 April 2023
I am so proud of the staff at the ruh. They were so amazing with me. Made me comfortable and regardless how stressful their job is they were in great spirits. These are our real heros. And need to be looked after better than anyone else.
Visited General Surgery on April 2023
Review titled Royal United Hospitals, Bath
Replied on 27 April 2023
Thank you for your comments about your recent care at the RUH, we are very grateful for your kind words. I will share your feedback with the wider team who will be so pleased that your experience was positive. Wishing you luck in your recovery.
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Review titled Excellent co ordination and care
Rated 5 stars out of 5
by S. Downs - Posted on 28 April 2023
Huge thanks to the receptionist, nursing care assistants ,nurses, and doctors, who were efficient, kind and prompt to attend to my partner who had a fall and gashed his head on the car door. Everything was faultless from initial cleaning up , the stitching and rhe checks for head injury.What a team . Thank you .
Visited Accident and emergency services on April 2023
Review titled Royal United Hospitals, Bath
Replied on 28 April 2023
We thank you for your comments about your recent care at the RUH and will forward these on to the team who, we are sure, will be very grateful for your kind words.
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Review titled Fantastic experience
Rated 5 stars out of 5
by David Bradley - Posted on 20 April 2023
I was seen and treated all within 4 weeks, and all staff were curious and very professional. Luckily all the results were good
Visited Breast cancer services on April 2023
Review titled Royal United Hospitals, Bath
Replied on 21 April 2023
We thank you for your comments about your recent care at the RUH and will forward these on to the team who, we are sure, will be very grateful for your kind words.
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Review titled No response
Rated 2 stars out of 5
by Anonymous - Posted on 14 April 2023
Hi. On trying to contact the hospital to find our where my husband is no one is picking up the phone. Rang the number I was given..no answer and cut off after a few minutes of call tone. This was at 10.30am plus, the time given to call. Rang the general number after eight minutes I transferred to patient dept, on hold again for 30 plus minutes. I at the same time called the the first number from my mobile. Cut off after a couple of minutes called it again, it was answered and a person told me he’s on another ward and transferred the call instantly without telling me what other ward. When it was answered he was on the same ward as last night? So after 50 minutes of call time , using two phones simultaneously eventually I found him. Lesser minded persons would have given up. No wonder patients aren’t leaving hospital as we can’t even find them due to phones not answered.
Visited Accident and emergency services on April 2023
Review titled Royal United Hospitals, Bath
Replied on 17 April 2023
We are very sorry to read of your recent experience of trying to communicate with the RUH. We welcome your comments as it helps us to identify problems and improve the quality of our service and care. In order for us to investigate your concerns fully we would ask that you provide more detail. Please would you contact our Patient Support and Complaints Team on 01225 825656 or via email at ruh-tr.psct@nhs.net
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Review titled Awful
Rated 1 star out of 5
by Paul - Posted on 03 May 2023
I badly injured and bruised my hip and leg ,was sent in by ambulance, I had previously broken the same hip before, we were left waiting for 8 hours how disgusting, I asked for morphine got ignored, asked again, was given paracetamol no water I was told I had to get some, my partner had to walk to the end of the main corridor to get me some, I was told I had to have an X-ray, this did not happen I was just told to rest and to take painkillers and was sent on my way, I could have done this at home, the receptionist was rude so was the doctor that I saw for a few minutes, it was so obvious that she wasn’t listening, it was going in one ear and out the other, what a terrible experience.
Visited Accident and emergency services on April 2023
Review titled Royal United Hospitals, Bath
Replied on 09 May 2023
We are very sorry to read of your recent experience at the RUH. We welcome your comments as it helps us to identify problems and improve the quality of our service and care. In order for us to investigate your concerns fully we would ask that you provide more detail. Please would you contact our Patient Support and Complaints Team on 01225 825656 or via email at ruh-tr.PSCT@nhs.net Thank you.
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Review titled Amazing
Rated 5 stars out of 5
by Anonymous - Posted on 10 March 2023
Within a week I had a consultation for an eye problem which led to the start of ongoing treatment for my condition. Given the stresses on the NHS at present, my treatment was outstanding, and reassuringly quick. Everyone in the eye-care department was so professional, understanding and - above all - very caring and reassuring.
Visited Ophthalmology on March 2023
Review titled Royal United Hospitals, Bath
Replied on 13 March 2023
We thank you for your comments about your recent care at the RUH and will forward these on to the Ophthalmology team who, we are sure, will be very grateful for your kind words.
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Review titled Issues with nursing care after prostatectomy
by Jeremy2 - Posted on 12 June 2023
I had a non nerve-sparing prostatectomy in September last year. The operation went well and I had no issues with the surgeon. When I woke up I was in a ward with six other chaps. Several times a couple of the guys called out for nurses for a bed pan etc, and were totally ignored even though the nurses were there at the station. The nurses offered no encouragement to a chap who probably had dementia to eat his food, it was just left to get cold. Another gentleman strolled into our ward several times, confusing a chap in the corner with his wife. I didn't get any sleep. I couldn't wait to leave and unfortunately I received no catheter care and consequently had severe pain. I should have written this before, but I had a lot of regard for the NHS but just felt I just needed to raise my concerns so that some action might be taken.
Visited March 2023
Provided by Care opinion
Review titled Royal United Hospitals, Bath
Replied on 13 June 2023
We are very sorry to read of your recent experience at the RUH. We welcome your comments as it helps us to identify problems and improve the quality of our service and care. In order for us to investigate your concerns fully we would ask that you provide more detail. Please would you contact our Patient Support and Complaints Team on 01225 825656 or via email at ruh-tr.psct@nhs.net
Information supplied by Royal United Hospitals Bath NHS Foundation Trust