Sunderland Royal Hospital
Kayll Road, Sunderland, SR4 7TPContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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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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Review titled A&e receptionist
Rated 1 star out of 5
by darcy cole - Posted on 29 July 2023
Phoned 111due to my asthma and having palpitations in which they advised me to go to a&e on arrival the receptionist called me up after being booked in and getting my bracelet she refused to treat me told me I’m not getting palpitations and to go home and go to urgent care the next day she was so unprofessional and spoke down to me even though I’m a 26 year old woman not a child her unprofessional manner has resulted in me getting transferred to south Tyneside hospital
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 sorry you found our staff to be unprofessional. If you would like us to look into this matter further please contact: 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 First Rate Service - Urology Department
Rated 5 stars out of 5
by Frank Robson - Posted on 28 July 2023
I had a consultation with a doctor in the Urology Department which was clear courteous and very helpful discussing all aspects of my kidney stone problem and possible future treatment. The doctor advised that an X Ray be performed to clarify the position and he organised that immediately and I proceeded to the X Ray department forthwith. The team in that department proved to be very friendly and efficient performing the X Ray and forwarding it to my doctor. I returned to the Urology department and discussed the findings with the doctor and decided upon future action. Further the doctor organised a blood test as a further check and that was actioned almost immediately by a nurse who again was very friendly and professional. Remarkably this all took place within a period of forty minutes and I went home a happy and very impressed individual.
Visited Don't know on July 2023
Review titled Sunderland Royal Hospital
Replied on 19 September 2023
Hello, Thank you for taking the time to leave some feedback for our teams at Sunderland Royal Hospital. We are very pleased to hear you received such good care and attention. You were able to have all of your diagnostic tests done during one visit. We are also pleased you found our staff to be kind and courteous. Kind Regards
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Review titled Fantastic Urology outpatients department
Rated 5 stars out of 5
by Catherine Hodgson - Posted on 26 June 2023
I would like to greatly thank all of the highly professional and kind and caring staff in the Urology outpatients department. From the receptionist who was so kind to me when I was very early this morning. She put me at my ease and provided everything I needed for the appointment. I will always remember her kindness. To all the staff who greeted me with good morning and smiles when they saw me looking anxious in the waiting room . To the sisters and nurses who looked after me and gave me clear instructions on what was going to happen. To the nurses and doctor in the consultation room who were professional calm and kind and put me at ease during the procedure. I would like my thanks and gratitude to be passed on to each and everyone of you who make sure that the NHS and patient experience is like mine today .
Visited Don't know on June 2023
Review titled Sunderland Royal Hospital
Replied on 11 July 2023
Hello, thank you so much for your message. It's great to hear our staff were so attentive, caring and friendly at what must have been an anxious time for you. I will pass on your word of thanks to the Urology team who will be truly appreciative I'm sure.
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Information supplied by City Hospitals Sunderland NHS Foundation Trust