"Amazing hospital."

About: Royal Surrey County Hospital

What I liked

I was treated and referred very quickly from being triaged in A&E to being seen by a specialist on a ward.

I was involved in every single decision made in regards to my care. Every member of staff came and introduced them selves at the start of every shift. Medicine was done on time every day. I was treated with dignity and respect. Any concerns that I had was dealt with very quickly.

What could be improved

There really is only one thing that can be improved and that is the amount of time I had to wait for pharmacy to prepare my discharge medicine.

I was told at 11am yesterday (07/09/12) that once my medicine came back from pharmacy I could go home, anyway at 6pm yesterday I was still waiting for my medicine to come back. The Nurse in charge of my care had to call the On-Call Pharmacist because the pharmacy had closed and my medication was still not ready. The Pharmacist then informed the Nurse that my medication had not even been started to be prepared, this really is shocking as in the end I had to wait 8 hours for my medication. I know that this hospital is a very large one and that the pharmacy has to deal with inpatients, outpatients and ward medications however 8 hours is a very long time.

I think that this is the only thing that lets the hospital down and this problem should be addressed very quickly.

One solution to this problem would be to implement a live progress report which Nurses can check via the computers on the ward. This would mean the on-call pharmacist would only need to be contacted when they are actually needed, I do know that this sort of system has been implemented at other acute hospitals and it works very well.

Anything else?

I was very pleased with start to finish, the Doctors and Nurses explained things in such a way that I never had any unanswered questions.

I would definitely recommend this hospital and would be very happy if my relatives or friends were treated here.

All of the staff gave 110%.

Story from NHS Choices

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Responses

Response from Royal Surrey County Hospital NHS Foundation Trust

Thank you for taking the time to leave us a message regarding your care. I have forwarded your comments to the teams who cared for you and I know they will appreciate it. We pride ourselves on the excellent clinical and caring environment we offer all our patients and feel that we've done our jobs when we can offer that extra something to make the experience that much better, during what is often a traumatic and stressful time.

We have also taken on board your comments RE length of pharmacy dispensing time, please be assured we are looking in to this process.

Response from Royal Surrey County Hospital

Thank you for taking the time to leave us a message regarding your care. I have forwarded your comments to the teams who cared for you and I know they will appreciate it. We pride ourselves on the excellent clinical and caring environment we offer all our patients and feel that we've done our jobs when we can offer that extra something to make the experience that much better, during what is often a traumatic and stressful time.

We have also taken on board your comments RE length of pharmacy dispensing time, please be assured we are looking in to this process.

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