Sunderland Royal Hospital
Kayll Road, Sunderland, SR4 7TPContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Excellent experience
Rated 5 stars out of 5
by Anonymous - Posted on 02 February 2024
I was an inpatient on ward c33 for removal of a possible cancerous tumour. All staff I encountered, both during my stay and in the clinics before and afterwards were amazing. My care was faultless, so a huge thank you to all of you
Visited Ear, Nose & Throat on November 2023
Sunderland Royal Hospital has not yet replied.
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Review titled Very mixed review
Rated 4 stars out of 5
by Anonymous - Posted on 13 November 2023
Directed to urgent care by 111. Assessed quite quickly. Doc sent me for x-ray and gave directions. Sat in X-ray for ages with others coming and going until I asked. Told was in wrong place and I should be in ED x-ray. Someone took me round. Had x-ray. Went back to urgent care who couldn't find me. Told to ask in ED which I did to find I had been discharged! Such a mix up. 5 missed calls on my phone from a private number that I didnt answer because I was at hospital was actually the hospital trying to ring me. They didn't leave a message and discharged me. Terrible circumstances but I have to note the radiologists and receptionist at ED were brilliant, patient, helpful and empathic.
Visited Accident and emergency services on November 2023
Review titled Sunderland Royal Hospital
Replied on 22 November 2023
Hello, Thank you for taking the time to leave your feedback. We are sorry to hear about your experience. We will feedback to the teams so that in future we provide clear instructions to our patients when directing to other departments within the hospital. We are pleased to hear someone escorted you to the correct area. Also that the staff you received care from were helpful, patient and empathetic. Many thanks.
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Review titled Welcoming with outstanding care b26
Rated 5 stars out of 5
by Sue Laing - Posted on 11 November 2023
Every single person on b26 deserves a special mention for the outstanding patient care they give. Very welcoming and exceptionally patient focused, with caring and compassionate attitudes. Anything you ask is actioned and appropriately dealt with promptly and efficiently. The ward has great team spirit with such lovely people who treat you with dignity and respect. The consultants and doctors are all very dedicated and patient focused and give a genuine caring attitude towards your recovery. The ward manager and sisters are three lovely ladies who always find time to speak and put a smile on your face ! They say great leaders make great staff and this definitely shines. Thankyou every single person for making my stay so positive and my recovery so able I will always be thankful for everything you have done and the way I was treated whilst in your care.
Visited Gastrointestinal and Liver services on November 2023
Review titled Sunderland Royal Hospital
Replied on 22 November 2023
Hello, Thank you so much for taking the time to leave such positive feedback for the whole team on B26 at Sunderland Royal Hospital. This is great to hear. We really do appreciate our staff and the compassionate, person centred care they strive to provide everyday. We have passed on your words of thanks to our Ward Manager on B26 and I am sure they will be very grateful to hear your feedback. We hope you are recovering well. Kind Regards
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Review titled COVID excuse that is past its sell by date
Rated 4 stars out of 5
by Anonymous - Posted on 06 October 2023
I am currently on the children's ward and though I cannot fault the staff who are friendly, informative and cannot do enough to help. I cannot understand why the facility room for parents to make beverages is not functional due to COVID. Parents are the least likely to be able to leave the ward due to having a child to look after. It makes no sense to keep the room closed, despite advertising it in the parent and guardians information file COVID is not a reason to enable parents and guardians the ability to self-care. In a time when cost of living is increasingly difficult and parents will be taking time out of work etc to look after their child. It makes no sense that they should pay for the cafe or restaurant when they will likely need warm drinks to keep them going. I felt guilty asking nurses for hot drinks, not because they were not helpful but because they are busy, when I can simply do this for myself!
Visited Children's & Adolescent Services on October 2023
Review titled Sunderland Royal Hospital
Replied on 23 October 2023
Hello, Thank you for taking the time to leave your feedback. We are unsure why the facility room would be closed. We will forward your comments back to the relevant team and hopefully a resolution can be found. Many thanks.
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Review titled Fantastic Patient Care
Rated 5 stars out of 5
by Michelle Hill - Posted on 24 October 2023
I was a patient at the day surgery department for a hernia repair op. Each and every member of staff who helped me (and there were many) was kind, compassionate, caring and professional. I felt so looked after. I would like to say a particular thanks to my surgeon (who I didn't actually get the thank in person) and the fantastic anaesthetist who made me feel so calm and reassured despite my concerns having my first GA. Thank you all for your amazing care.
Visited Don't know on October 2023
Review titled Sunderland Royal Hospital
Replied on 22 November 2023
Hello, Thank you for your feedback. We are really pleased to hear that our staff provided compassionate care and that they were kind and professional. We hope you are recovering well from your operation. We will pass on your word of thanks to the team involved. Many thanks.
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Review titled Orthapedic kneecap.
Rated 1 star out of 5
by MichaelCrowe - Posted on 18 October 2023
Consultation in November 2022. My care web site states 20 week average waiting. I’m up to 48 weeks. Had op cancelled in July. Rang me at 2pm, to say op going ahead. Rang at 17:50 to cancel did not have staff. Had another date for 19th October. No communication on 18th to say if op was going ahead or not. Rang hospital, day care unit to see if op was going ahead, but they said it was cancelled on the 13th. Nobody bothered to let me know as I was preparing for op. Sunderland Royal hospital is an absolute shambles.
Visited Don't know on October 2023
Review titled Sunderland Royal Hospital
Replied on 22 November 2023
Hello, Thank you for your message. We are really sorry to hear you have had this experience at Sunderland Royal Hospital. We do hope you have been able to have your operation re-scheduled and communication has improved. In the meantime for ongoing care and support please visit your G.P. If you would like us to look into this further please contact our Advice and Complaints team: Advice and Complaints ServiceB FloorSunderland Royal HospitalKayll RoadSunderland SR4 7TP Email: stsft.adviceandcomplaints@nhs.net Telephone: 0191 569 9855 or Freephone 08005876513 Opening times: Monday-Friday 9:00am - 4:30pm Kind Regards.
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Review titled Great care
Rated 5 stars out of 5
by Anonymous - Posted on 23 October 2023
Attended minor illness dept with a relative, the receptionist was helpful and friendly,she was quickly seen and triaged by a nurse. she had some concerns so she ensured she was seen by a dr asap. After seeing the Dr she was sent to emergency care and had bloods and seen by a specialist. She was given treatment and sent home with advice and outpatient follow up, the receptionist, nurses and all the drs were extremely caring and professional. Excellent service. Thank you
Visited Accident and emergency services on October 2023
Review titled Sunderland Royal Hospital
Replied on 22 November 2023
Hello, Thank you for your feedback. We are very pleased to hear your relative was promptly triaged and was seen by a Doctor for treatment and advice. We are also very pleased our staff were professional and caring. We hope your relative is feeling better now and receives good out patient care. Kind Regards.
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Review titled Not informative staff
Rated 1 star out of 5
by Anonymous - Posted on 04 August 2023
Waiting for so many hours and when I left the room because of a panic attack they allowed me to leave but then when I came back I wasn’t allowed as they gave the room up without telling me If I stepped out the room would be given up some staff was very rude to me will not be coming back again
Visited Don't know on August 2023
Review titled Sunderland Royal Hospital
Replied on 19 September 2023
Hello, Thank you for your feedback. We are sorry to hear you felt our staff were not informative. Unfortunately we do not know which department you are referring to. If you would like to discuss this matter further please contact our advice and complaints team: Advice and Complaints ServiceB FloorSunderland Royal HospitalKayll RoadSunderland SR4 7TP Email: stsft.adviceandcomplaints@nhs.net Telephone: 0191 569 9855 or Freephone 08005876513 Opening times: Monday-Friday 9:00am - 4:30pm
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Review titled Fantastic
Rated 5 stars out of 5
by Ron - Posted on 30 July 2023
Took my father on Saturday evening. Staff were great and very friendly. We had to wait a little as it was very busy but cannot thank the staff enough for their help
Visited Accident and emergency services on July 2023
Review titled Sunderland Royal Hospital
Replied on 19 September 2023
Hello, Thank you for your feedback. We are so pleased you found our staff to be friendly and you got the help you needed. We hope your father is doing well now. Kind Regards
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Review titled Rudeness
Rated 1 star out of 5
by Kevin B - Posted on 15 July 2023
86 year old mum had fall myself and wife waiting with mum for results as she does not understand first told she had chest xray when infact was on her hip nurse asked 1 of us to leave due to covid rules ???? No one wearing masks nor not one nurse/doctor wearing a mask no information relating to only 1 person allowed. We were not asked to wear a mask nurse was very abrupt with me and did not explain correctly. We were both shown in together from A&E reception nothing mentioned regarding covid. The nurse who asked 1 of us to leave was pushing a computer around on a trolly with her coffee cup on top not professional at all Very rude and have upset my mum as I had to leave her as my partner is ex NHS and understand the medical situation better than me. No compassion at all for an elderly patient.
Visited Accident and emergency services on July 2023
Review titled Sunderland Royal Hospital
Replied on 24 July 2023
Hello, thank you for your feedback. We are sorry you and your partner and most importantly, your mum who is 86 years old had this experience. We hope she is recovering well after her fall. Our staff have recently been updated with local Personal Protective Equipment guidance (PPE) We will ensure that all staff are reminded of this guidance. If you would like to discuss your experience further you can contact our advice and complaints department: stsft.adviceandcomplaints@nhs.net or telephone 0191 569 9855. Alternatively if you would like to leave some feedback on the service you received, you can do so here: Feedback:: South Tyneside and Sunderland NHS Foundation Trust (stsft.nhs.uk) Best wishes.
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Information supplied by City Hospitals Sunderland NHS Foundation Trust