The Royal Victoria Infirmary
Queen Victoria Road, New Victoria Wing, Royal Victoria Infirmary, Newcastle Upon Tyne, NE1 4LPContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Reading off a screen
Rated 1 star out of 5
by Alex Lewis - Posted on 04 March 2024
Went to get my bloods done, unclear signs on where to line up. Ignored, then spoken to with distain. Saving graces were two lovely nurses who took my blood. Had a phone review today, the person on the phone was automatically rude, read off a screen. No humanity, spoke to me like I was stupid. Asked me unclear questions which I had to clarify and when I did talk about mental health they didn’t offer any service. Made me feel absolutely horrible all day. Never felt so belittled. Horrible service. I’m hoping to rearrange my appointment to Wansbeck as I don’t want to return to such a rude place. 0/10.
Visited Dermatology on March 2024
Review titled The Royal Victoria Infirmary
Replied on 06 March 2024
We are sorry for your recent experience at the Dermatology department, RVI and would be very interested in exploring this further with you. If you would like to discuss this please contact our Patient Relations Department on 0191 2231382 or e-mail nuth.patient.relations@nhs.net. If you wish to raise your concerns with someone who is not involved in your care, the Patient Advice and Liaison Service (PALS) can listen to your issues and aim to help sort out problems quickly and can be contacted on Freephone 0800 032 02 02 or by email on northoftynepals@nhct.nhs.uk.
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Review titled Sympathetic and professional
Rated 5 stars out of 5
by Anonymous - Posted on 10 March 2024
Attended Neuro radiology dept on Sunday 10 March 2024. My sister is undergoing treatment for spinal metastatic cancer.She is unable to sit and lie comfortably for any tests ,we were greeted by a lovely member of staff who took his time with her,explained everything and was very professional and kind to my sister and myself . She was treated with the utmost respect and every effort was made to alleviate her concerns and to help her with pain she issues during her scan . I did not catch his name but what a credit to your department.The lady assisting him was extremely friendly and helpful ,they both guided her through her procedure very attentively and professionally .We as a family are going through such an horrific time at the moment and would like to thank them so much for making our day a little more bearable .With our greatest thanks .
Visited Neurology on March 2024
Review titled The Royal Victoria Infirmary
Replied on 11 March 2024
Thank you for taking time to leave your feedback regarding your sisters care at the Neuroradiology department, RVI. We are pleased that you found the staff to be professional and kind, guiding her through the procedure and alleviating any concerns or issues of pain. Your feedback will be forwarded to the directorate, who will share with the team involved in her care.
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Review titled Worst service
Rated 1 star out of 5
by Anonymous - Posted on 29 March 2024
I have been asked to wait for 5 hours, then one of nurses turned up and told me to wait for six hours. Then they changed the waiting time to 12 hours. Worst service ever
Visited Accident and emergency services on March 2024
Review titled The Royal Victoria Infirmary
Replied on 04 April 2024
Thank you for taking the time to leave your feedback regarding your experience at the Accident and Emergency department at the RVI. We are sorry that you had a long waiting time while attending the service and if you would like to discuss this please contact our Patient Relations Department on 0191 2231382 or e-mail nuth.patient.relations@nhs.net. If you wish to raise your concerns with someone who is not involved in your care, the Patient Advice and Liaison Service (PALS) can listen to your issues and aim to help sort out problems quickly and can be contacted on Freephone 0800 032 02 02 or by email on northoftynepals@nhct.nhs.uk.
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Review titled Meals not good
Rated 1 star out of 5
by Mosfad - Posted on 17 March 2024
Tonight's food which was served to me is worse than what you'd get in prison. Wouldn't even serve it to the Russian army. Veg was rotten, potatoes were half raw. Would write more but nhs won't let me be honest
Visited Respiratory Medicine on March 2024
Review titled The Royal Victoria Infirmary
Replied on 18 March 2024
We are sorry for your recent experience with the catering at the RVI and would be very interested in exploring this further with you. If you would like to discuss this please contact our Patient Relations Department on 0191 2231382 or e-mail nuth.patient.relations@nhs.net. If you wish to raise your concerns with someone who is not involved in your care, the Patient Advice and Liaison Service (PALS) can listen to your issues and aim to help sort out problems quickly and can be contacted on Freephone 0800 032 02 02 or by email on northoftynepals@nhct.nhs.uk.
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Review titled 7 hour wait in eye A&E for a 10 minute checkup
Rated 1 star out of 5
by James - Posted on 27 May 2024
The people at the eye emergency department are great, but I arrived at 9am and didn't see a doctor for my uveitis flare-up until 4pm. 7 hours on a plastic chair with no padding, when you have ankylosing spondylitis (chronic pain in spine, hips, shoulders, neck) is not fun at all. A miserable experience. I dread going back the next time my uveitis flares
Visited Accident and emergency services on February 2024
Review titled The Royal Victoria Infirmary
Replied on 31 May 2024
We are sorry for your experience with the services at the Accident & Emergency Department with long wait times to be seen. If you would like to discuss this please contact our Patient Relations Department on 0191 2231382 or e-mail nuth.patient.relations@nhs.net. If you wish to raise your concerns with someone who is not involved in your care, the Patient Advice and Liaison Service (PALS) can listen to your issues and aim to help sort out problems quickly and can be contacted on Freephone 0800 032 02 02 or by email on northoftynepals@nhct.nhs.uk.
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Review titled Ward 37
Rated 5 stars out of 5
by Danielle Burn - Posted on 17 February 2024
Just spent 5 days on ward 37 and all I can say is wow! The staff from start to finish have been amazing, I honestly did not feel like I was in hostipal. They are so caring and are always there to help with anything you need. It actually felt like I was in a hotel! Thank you again for everything.
Visited Plastic surgery on February 2024
Review titled The Royal Victoria Infirmary
Replied on 06 March 2024
Thank you for taking time to leave your feedback regarding your care on ward 37, Plastic Surgery at the RVI. We are pleased that all the staff caring and were there to help you with anything that you needed. Your feedback will be forwarded to the directorate, who will share with the team involved in your care.
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Review titled Friendly and good service
Rated 5 stars out of 5
by Anonymous - Posted on 29 February 2024
We arrived in a and e from the airport where my mum had fallen and injured her wrist and chin. We were directed to minor injuries where we were seen promptly by a friendly and informative nurse, had glue applied and an X-ray organised. Not long after the results came, and after discussion with the orthopaedics a cast applied. We were out within 4 hours, and got our flights out the next morning.
Visited Accident and emergency services on February 2024
Review titled The Royal Victoria Infirmary
Replied on 06 March 2024
Thank you for taking time to leave your feedback regarding your mothers care at the Accident & Emergency department, RVI. We are pleased that you found the team who looked after you to be friendly and informative. Your feedback will be forwarded to the directorate, who will share with the team involved in your care.
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Review titled Wonderful Department
Rated 5 stars out of 5
by Anonymous - Posted on 03 February 2024
I visited last evening and I want to say the staff there are remarkable. I feel I wasted their time over Google frightening me in to going there when it is a place for life threatening situations. I was there over 3 hours and was treated impeccably though I feel terribly guilty now for going. They work so hard and it brought it home to me how silly I was being. I apologise profusely for wasting their valuable time and I think you're all Amazing and god knows what we would do without you. Thank you for all you do.
Visited Accident and emergency services on February 2024
Review titled The Royal Victoria Infirmary
Replied on 07 February 2024
Thank you for taking the time to leave your feedback regarding your recent visit to the accident and emergency department. We are pleased that you found the staff there to be remarkable and you were treated well while you were there. We will forward your feedback to the directorate, who will share with the team involved.
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Review titled Wonderful service
Rated 5 stars out of 5
by Anonymous - Posted on 03 February 2024
I brought my mother to ward 45 after a GP referral. We found friendly reception staff on our arrival and mum was taken straight through. We were there for most of the day but in that time she received bloods, CT scan, diagnosis and treatment. All of the staff were friendly and approachable. Mum's doctor was lovely. So caring and polite. Well done ward 45. You're providing an excellent service!
Visited General Surgery on February 2024
Review titled The Royal Victoria Infirmary
Replied on 07 February 2024
Thank you for taking the time to leave your feedback regarding your mothers care on ward 45 at the RVI. We are pleased that you found the staff there to be friendly and approachable. We will forward your feedback to the directorate, who will share with the team involved.
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Review titled Language Barriers in Healthcare
Rated 1 star out of 5
by Anonymous - Posted on 19 February 2024
Royal Victoria Infirmary, Leazes Wing, Ward 30 My father speaks only very basic English so there is a language barrier. I asked if I could be present when the doctors do their rounds to help translate. The staff, refused my request, she said, she didn't know when the the doctors come around. I asked if a translator could be present when the doctors do their rounds. The same excuse was given, and a translator could not be booked. In the end, the doctors did their rounds and checked my father with my father being unable to communicate with the doctors. I want to know if the staff understand how crucial effective communication between patient and doctor is for diagnosis, treatment and health outcome. What effect a language barrier has on the level of care given and the consequences for morbidity and mortality of the patient. The last time my father was in hospital he lost 10 kgs of weight in 5 weeks because of no appetite after bowel surgery. At home we, his family have had to ask and push him to eat and drink at every meal. We have tried very hard to stop the weight loss, so that my father is less frail, so he can restart chemotherapy. I asked the staff, if I could come in during mealtimes to help and encourage my father to eat. The staff refused my request, she said “let’s see how it goes, we are good at encouraging people to eat”. I asked, how when there is a language barrier, she then said, “mealtimes are protected” and “if I let one person in, I have to let everyone in which is unfair”. There was zero effort made to accommodate individual circumstances even if it benefits the patient’s recovery. There also appears to be in place, a blanket ban on any family support outside of visitor hours even if patients require support, and it appears many people have had their request to support family members rejected. I truly do not understand why there is such strong opposition to family support and the logic behind these decisions in Ward 30. My father called us multiple times during the night extremely agitated and for the first time expressing very negative thoughts. I asked the staff, if my mother could visit at 9 am to see my father. My father also expressed his wish to see us as soon as possible over the phone. Both staff, refused my request, the excuse was “mornings are busy” and “he looks alright now”. I asked, how did they check, they can’t even speak to him because of the language barrier. The staff hung up the phone after I questioned them multiple times on how they know he is alright and if they were getting him any help. Another example of zero effort made to adapt to individual circumstances and a strong opposition to family support even when required for the patient’s wellbeing from Ward 30.
Visited Gastrointestinal and Liver services on February 2024
Review titled The Royal Victoria Infirmary
Replied on 07 March 2024
We are sorry for the recent experiences with your father's care at the Gastrointestinal Services at the RVI and would be very interested in exploring this further with you. If you would like to discuss this please contact our Patient Relations Department on 0191 2231382 or e-mail nuth.patient.relations@nhs.net. If you wish to raise your concerns with someone who is not involved in your care, the Patient Advice and Liaison Service (PALS) can listen to your issues and aim to help sort out problems quickly and can be contacted on Freephone 0800 032 02 02 or by email on northoftynepals@nhct.nhs.uk.
Information supplied by The Newcastle Upon Tyne Hospitals NHS Foundation Trust