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Royal Surrey County Hospital - Ratings and reviews

Reviews

Displaying 1 to 10 of 268

  1. Review titled Amazing care

    Rated 5 stars out of 5

    by Abbie - Posted on 26 March 2024

    I was sent to the Royal Surrey on the 13th of March when I fell ill. I normally go to Frimley but they didn't have space. I was seen to as soon as I got there and put on an IV and felt better within a couple of hours. I had to have several scans and a lumbar puncture which were all completed within one morning. The care I had was amazing - every nurse/doctor was kind and attentive and I felt safe and so cared for. I ended up staying in for 5 days but had such a positive experience because of the people looking after me. I stayed in the isolation ward so thank you to everyone working there and in a&e.

    Visited Accident and emergency services on March 2024

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  2. Review titled Great service

    Rated 5 stars out of 5

    by Diane Bradbury - Posted on 26 March 2024

    Having experienced a bad fall I attended A&E minor injuries clinic. I was seen swiftly and assessed. I was referred for an x-ray of my left hand and wrist . I waited just a few minutes for this. My wounds were then cleaned by a nurse who was very kind. His initial assessment of the x-rays was that nothing was broken. I was discharged just two hours after arriving with a splint for my wrist. Two days later I received a call from the same nurse to say that the x-rays had been studied more closely and that he could confirm that there was definitely nothing broken. Now that's what I call service! (with a smile)

    Visited Accident and emergency services on March 2024

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  3. Review titled Very empathetic clinician and staff

    Rated 5 stars out of 5

    by Trevor Combes - Posted on 15 March 2024

    As a retired dental surgeon and clinician I was very impressed by my experience today. The doctor I saw is to be praised for his kind professional manner and explanation of my condition, and its treatment. He will go far, in my opinion! All the staff were a joy to come into contact with and were a credit to a well run NHS department.

    Visited Urology on March 2024

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  4. Review titled Amazing service

    Rated 5 stars out of 5

    by Ann Lee - Posted on 23 March 2024

    I recently had abdominal surgery under the care of the excellent consultant and the medical team in the day surgery unit . All the team including the staff in the recovery room were amazing so caring and informative at all times going above and beyond . Thank you ..you all do an amazing job !

    Visited Gynaecology on March 2024

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  5. Review titled Insomnia service

    Rated 5 stars out of 5

    by Anonymous - Posted on 18 March 2024

    Really want to thank your excellent colleague who provided such helpful advice as part of the Insomnia service. Especially the online video links etc.

    Visited Sleep Medicine on March 2024

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  6. Review titled Wonderful staff

    Rated 5 stars out of 5

    by Fiona - Posted on 12 March 2024

    All the staff I met in A&E and especially later in the ITU Escalation ward when I was admitted for 4 days were professional, empathetic and friendly. I was looked after so well. Thank you.

    Visited Accident and emergency services on March 2024

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    Review titled Royal Surrey County Hospital

    Replied on 19 March 2024

    Dear Fiona, Thank you for letting us know about your experience in A&E and the ITU Escalation Ward. We have passed your appreciation for the care you received on to the teams. We wish you all the very best for the future. Kind regards from the Patient Experience Team

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  7. Review titled Out standing Service

    Rated 5 stars out of 5

    by Mary Laker - Posted on 21 March 2024

    I arrived at the A&E dept. on Friday 15th of March. Feeling a little anxious. But I was put at ease immediately. All the staff I met were reassuring competent and were very capable. I should have liked to name those I met but they will know who they are from a very grateful patient. Long live the NHS.

    Visited Accident and emergency services on March 2024

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    Royal Surrey County Hospital has not yet replied.


  8. Review titled Great medical service

    Rated 4 stars out of 5

    by Kerri Fitzhenry - Posted on 25 March 2024

    I was a patient under the insomnia team, with the help of my clinician/therapist I was able to better understand sleep and how it affects you and other factors that affect it. I was able to learn and put to use tips with helping me get into a better sleep pattern and able to sleep a bit more normally. Very helpful and supportive therapist. I would highly recommend this service. I definitely have achieved some goals whilst under this service.

    Visited Sleep Medicine on March 2024

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    Royal Surrey County Hospital has not yet replied.


  9. Review titled Amazing service

    Rated 5 stars out of 5

    by Allison Granger - Posted on 23 March 2024

    I visited A and E yesterday having hurt my ankle. I was registered, seen by a minor injuries practitioner, had my ankle x-rayed, seen again by the same practitioner who gave me helpful advice and I was ready to go home in just over an hour. Fortunately it was only a bad sprain and nothing was broken. Everyone I came into contact with was kind and helpful. I would just like to thank all those staff for their care and concern. I couldn’t have wished for a better experience.

    Visited Accident and emergency services on March 2024

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    Royal Surrey County Hospital has not yet replied.


  10. Review titled Poor service and shocking cleanliness standards

    Rated 2 stars out of 5

    by Anonymous - Posted on 13 March 2024

    Visit to A&E last week left us in shock. 6 hour wait times, I know this cannot be helped if busy but the staff that we dealt with apart from the receptionist were tardy and unfriendly. I appreciate there are many who visit that are abusive and unappreciative but it felt like we were dealt with with contempt and and a tired worn out attitude that rather appeared that they expect that attidtude from all their patients. Certainly not so in our case. Never mind no 'bedside manner', actual manners would have been nice! The doctor we finally saw walked into the cubicle and burped without even so much as acknowledgement. The main reason for uncharacteristically writing this review was for the state of the A&E as a whole. The place at 9.30pm was disgusting. I could not believe I was sitting in a hospital. All the sanitiser dispensers were empty, there was disguarded blood stained tissues everywhere, soiled dressings, cups and litter everywhere and nasty stains on seats. The toilets were another level of unclean, soiled gowns, overflowing bins, spillage on the floor! Tissue and paper towels all in the sink, and they stank! We sat there near on 6 hours and never did see a cleaner or housekeeper in that time. I have always had a high opinion of the Royal Surrey, and indeed had a very good and positive experience in another department this week, but A&E you have really let the hospital down, it was shocking sadly.

    Visited Accident and emergency services on March 2024

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    Review titled Royal Surrey County Hospital

    Replied on 19 March 2024

    Dear Patient, We were deeply troubled to read about your recent experience in the Accident & Emergency (A&E) department of Royal Surrey. Please accept our sincerest apologies for the conditions you encountered, which are completely unacceptable and fall far below the high standards of cleanliness and safety we commit to maintaining for all our patients and visitors. Your detailed account of the unsanitary conditions, including empty sanitiser dispensers, discarded medical waste, soiled dressings, and the state of the toilets, is alarming and has prompted an immediate review of our cleaning protocols in the A&E department. It's concerning to hear that during your lengthy stay, the presence of our cleaning staff was not noted, and we want to assure you that we are taking this feedback very seriously. We are implementing several immediate actions: 1. Conducting a thorough investigation to understand the breakdown in our cleaning schedules and staff availability, especially during what appears to have been a period of high demand. 2. Ensuring that all sanitiser dispensers are checked and refilled more regularly. I understand that this experience has marred your opinion of the Royal Surrey, especially given your positive experiences with us in the past. Please know that we are committed to restoring your confidence in the hospital and ensuring that all departments, including A&E, reflect the high quality of cleaning we aspire to provide. Your comments with regards to our staff members' behaviours will be addressed directly by the department matron and taken forward into team huddles as a point of learning. We value all feedback received and thank you for taking the time to provide some. With kind regards, Elaine Kavanagh, Matron for Accreditation and Patient Experience

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