Stoke Mandeville Hospital
Mandeville Road, Aylesbury, Buckinghamshire, HP21 8ALContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Good staff, less good facilities
by Katalyst - Posted on 07 December 2023
I spent just shy of seven hours in the A&E dept recently with my mother who had been taken unwell. The majority of the staff were absolutely superb, caring and kind. One bad egg sadly caused a continuous issue by calling patients by name and immediately disappearing at a fast pace that didn't accommodate patients' disabilities/mobility struggles and they succeeded in causing some confusion on multiple occasions over where those patients were meant to be going after their names were called. This member of staff was also extremely abrasive to my mother and upset her with their abrupt attitude. I can attest that my mum was not being especially sensitive, this nurse was pretty rude. They seemed especially judgemental of my mother being on an antidepressant, which I found incredibly odd. That aside, I cannot fault the team. They're incredible people through and through. Some feedback on the dept itself if I may: Firstly - I found that music is awful! It is much too loud, it made it hard to hear names being called and it was extremely grating to people (you get chatting after many hours in the same room together). I'm not sure whose idea it was to play music over speakers like that but it is not soothing or pleasant at all, especially for those people who were clearly struggling with headaches and sensory issues. We were there a very long time and despite living in a post pandemic world and the waiting area becoming filthy, I saw no cleaning of the area happen. This was pretty surprising. Finally, some thoughts on the food available - given the length of time people will be likely stuck there for, can I please suggest better food provisions? I will speak for myself here and say that as someone with a few very common but severe allergies (nuts, dairy) there was basically nothing I could safely consume. Everything was also extremely unhealthy and mostly pretty rich, with the only savory item being nuts. Even having one of the vending machines offering cups of bovril, a soup and perhaps a sandwich machine would have made the world of difference. I know it seems like a petty thing to bring up but it was another thing being discussed by others so I was clearly not alone in this. I'm speaking up on behalf of those people too. Again, overall, the hospital is excellent and despite the insane wait times (which we understand, especially given the pressure on Stoke as the only A&E for many miles) everyone did a pretty amazing job. Please extend the emergency dept - including the receptionist and Security staff who were also lovely - our respect and thanks.
Visited December 2023
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Review titled Stoke Mandeville Hospital
Replied on 13 December 2023
Thank you for taking the time to leave your feedback. We will share it with the team concerned.
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Review titled Worst A&E attended ever
Rated 1 star out of 5
by Rehman - Posted on 01 December 2023
I have dropped by ambulance in A&E by 1 pm And was not attended by any nurse or doctor even by 9 Pm and many of patients came later were attended …. I felt being ignored by team ….. I left A&E without treatment …. When I asked for why it’s being so delayed staff completely ignored , even they didn’t brothers to listen and close the door on my face .. I find it very disrespectful and very dishonesty with their profession …these kind of people don’t deserve to be in profession… they are here to help patient and at-least answer their question … Worst A & E. God save people
Visited Accident and emergency services on December 2023
Review titled Stoke Mandeville Hospital
Replied on 13 December 2023
We are sorry to hear about your experience. Should you wish to discuss your concerns further, please contact the PALS team.
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Review titled Emergency eye care
Rated 5 stars out of 5
by Anonymous - Posted on 22 December 2023
Typical, just before Xmas, injure my eye. My optician referred me to Stoke Mandeville eye clinic before 1pm. I had a call within 2 hours and was booked in to be seen that evening. Consultant was reassuring and prescribed antibiotics and I was on my way within 45mins of arriving. Wonderful treatment. Thank you
Visited Ophthalmology on December 2023
Review titled Stoke Mandeville Hospital
Replied on 11 January 2024
Thank you for taking the time to leave such positive feedback. We will share it with the team concerned.
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Review titled Amazing care. Pharmacy needs resources. Update map
Rated 5 stars out of 5
by Anonymous - Posted on 13 December 2023
My wife was treated recently for an acute bout of diverticulitis. We were amazed at the level of care. Without exception, all of the staff in Ward 15 and later Ward 14 showed attentive, empathetic interaction. Both the Consultant and rapid CT scan availability even over weekends is to be applauded. The only point where some constructive comment is due is in Pharmacy. This appears to be a pinch point. While I can attest first hand that the staff there are again extremely hard working, professional and diligent, they are operating under extreme pressure. Ward discharge takes hours due to delays in awaiting meds, as inhouse patients are (rightly) prioritised. Several anecdotal comments from ward staff throughout the hospital confirm that "It always takes hours for discharge meds." This delay however, obviously blocks beds that could otherwise be freed earlier. Perhaps a look at process and more resourcing would pay dividends? The outpatient pharmacy too seems to be struggling under the load. To complicate things, the outpatient pharmacy uses the main corridor both for the queue "Inbound" giving in prescriptions and as a "Waiting room" for those awaiting prescriptions. This is not ideal. The two queues, one with a line of chairs, take up space and are an obstacle to free movement especially to trolleys and wheelchairs. Sick and mobility challenged patients going to other parts of the hospital pass by constantly. The opportunity for cross infection must be huge not to mention the inconvenience to patients of struggling past. One final comment about the map of the hospital on the website: It is so dated as to be inaccurate. Examples are the now non-existent bike rack by A&E (now a new build portacabin), The non-accessible drop off point for A&E (now barrier restricted ambulances only) and the fact that some ward numbers and several departments do not appear especially in the Mandeville wing e.g. Ward 14, Rheumatology and Ophthalmology. While new construction is to be applauded, a map which is always kept up to date would go a long way to assisting patients and reducing stress.
Visited Gastrointestinal and Liver services on December 2023
Review titled Stoke Mandeville Hospital
Replied on 11 January 2024
Thank you for taking the time to leave feedback. We shall share it with the teams concerned.
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Review titled Excellent procedure
Rated 4 stars out of 5
by Anonymous - Posted on 12 January 2024
The new set up for a&e is excellent and efficient. I visited on a Thursday morning between Xmas and new year and was in, seen, x-rayed, given results and left within 2 and a half hours. Very efficient, quick moving, well organised.
Visited Accident and emergency services on December 2023
Stoke Mandeville Hospital has not yet replied.
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Review titled Brilliant care
Rated 5 stars out of 5
by Anonymous - Posted on 29 November 2023
Was taken into A and E by paramedics on 23/11. Checking in and care from one main nurse joined later by two others was amazing. They were all endlessly kind, good humoured, apologetic if anyone was waiting too long, checked things when people answered questions and made sure patients were told as much as possible. Despite limited staff, sometimes grumpy, drunk or high patients, their kindness and efficiency was maintained throughout. I am in awe of them all. Thank you.
Visited Accident and emergency services on November 2023
Review titled Stoke Mandeville Hospital
Replied on 13 December 2023
Thank you for taking the time to leave such positive feedback. We will share it with the team concerned.
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Review titled Outstanding care received
by CEA#Ankle - Posted on 15 December 2023
Fractured my ankle whilst out of my local area. I attended AE at Stoke Mandeville hospital. I was triaged almost immediately on arrival, sent directly for X-ray, processed through X-ray within 15 minutes and back in AE where I was splinted, taught to use crutches and discharged to await a follow up with fracture clinic. My AE experience took approx. 2 hours and that was mainly awaiting blood results. The staff were helpful, clear in communication and made me feel at ease and well cared for. Within 72 hours of being discharged I had been contacted by the fracture clinic and appointment booked for the same week. I arrived at fracture clinic to be greeted by friendly staff, sent for X-ray and reviewed and spoken to a consultant. My whole clinic appointment including X-rays was 1hr and 10 minutes. I left with a plan for emergency surgery and was informed I would be called in 24-48 hours. I received a call that evening to discuss my surgery, asked to remain NBM from midnight and informed I would be contacted between 8-9am the following morning if surgery was likely that day. I was called the following morning at 830am as promised where I attended the day surgery department for ORIF of the ankle. The staff were very friendly sharing gentle humour to alleviate any stresses. They made sure myself and my partner were comfortable and well informed throughout. Post Op I was swiftly moved from recovery back to day surgery where the staff were also extremely kind and helpful. I remained for a short time, my take away medications were waiting for me prior to my arrival and I was escorted to the car when I felt ready. I received a call the following day to book my 2 week review of care which is where I currently am at on my recovery journey. I have received nothing but outstanding care. The processes and procedures in place work like a well oiled machine and I am extremely grateful to all staff I have encountered on my journey so far. Both my partner and I are NHS staff at a London trust and couldn’t be more impressed with the care received at both Stoke Mandeville and Wycombe hospitals. Thank you.
Visited November 2023
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Review titled Stoke Mandeville Hospital
Replied on 11 January 2024
Thank you for taking the time to leave such positive feedback. We will share it with the team concerned.
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Review titled I really appreciate what you did for me.
by JackReach - Posted on 22 November 2023
I recently had to use the emergency services and was taken to Stoke Mandeville. I was suffering from a shortness of breath and chest pain so felt compelled to call 999. The paramedics that attended to me were fantastic from the start to passing me into the care of A+E at Stoke Mandeville Hospital. The paramedics were so supportive whilst I was in some state of concern. They were thorough, calm and clearly listened to what I said and looking at the report on my own NHS app pretty much identified my problem. They were so kind and treated me brilliantly. They dropped me off at SM hospital and explained what would happen next. I'm not going to lie you if you want instant help/treatment but the reality is they are overrun. Wycombe and Amersham have closed so waiting on a bed in a corridor isn't what you want and I'm not the most patient patient! However I was then spoken to by the A+E doctor, Tabassum. He double checked my situation and explained what would happen next. It pretty much went along the lines of what he said (the only disruptions were caused by other patients not the staff) and all tests were completed. I was then taken to a department away from A+E where it's peaceful and the doctor comes to you - clinical decision unit? Tabassum confirmed I had a pulmonary embolism (PE) and was going to have to be transferred back to A+E for monitoring. To cut a long story short I stayed in overnight and was seen by various nurses and doctors I genuinely couldn't fault any of them. The following morning the specialist saw me and actually listened to me - I wanted to be discharged and saw no benefit in staying. She agreed and I had to have more tests before being discharged. I really have to say everyone from porters to nurses to doctors were superb. I'm sorry I cant remember all their names but thank you to you all. The system is overrun, this is not the staffs fault, we just have too many people needing care. If I'd been in another country I might not be here to write this feedback. I witnessed things that were caused by patients, not the NHS and it was disgraceful what they had to contend with. Thank you all Stoke Mandeville for taking care of me I really appreciate what you did for me.
Visited November 2023
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Review titled Stoke Mandeville Hospital
Replied on 13 December 2023
Thank you for taking the time to leave such positive feedback. We will share it with the team concerned.
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Review titled Rudeness
Rated 3 stars out of 5
by Anonymous - Posted on 26 November 2023
Rude & impatient with me. There was no gentleness towards me by the Doctor. Thankfully the nurse how was attending was helpful
Visited Gynaecology on November 2023
Review titled Stoke Mandeville Hospital
Replied on 13 December 2023
We are sorry to hear about your experience. Should you wish to discuss your concerns further, please contact the PALS team.
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Review titled Poor care
Rated 1 star out of 5
by Anonymous - Posted on 07 November 2023
When a young person is booked into A&E by the triage GP and told they may need emergency surgery. How is it ok for them to be left without pain relief in a waiting area that smells heavily of stale urine?? When asked if he can have pain relief , I was ignored. I know the NHS is stretched, but this is horrendous! I’ve been sat here now for over 4 hours and the toilets haven’t been cleaned once. This is disgusting. I have worked in another A&E and am appalled at the lack of care and compassion from the staff here.
Visited Accident and emergency services on November 2023
Review titled Stoke Mandeville Hospital
Replied on 13 December 2023
We are sorry to hear about your experience. Should you wish to discuss your concerns further, please contact the PALS team.
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Information supplied by Buckinghamshire Healthcare NHS Trust