The Royal Marsden Hospital (Sutton)

The Royal Marsden Hospital (Sutton) 2021-05-12 Person 4 5 0

Staff were consistently warm, welcoming, reassuring and positive. Recognised individuality of patients. Sought information about reactions to medical treatment through both structured format and informal discussion about how it's been since last time. Based on information gathered in discussion, were able to recommend adjustments to medication to make things easier. Also to explain how medication worked so that various reactions were understandable (not frightening). Good level of humour. Sensitive to needs during chemo sessions, but also left patients space so we could read, write emails, etc. Whether by plan or taxi rank system, there was a rotation of different staff, so I felt I recognised everyone in the unit, and those, like the pharmacist, who came in at the end of a session, or the guys on reception. Logistical planning of appointments was very well done.

All I can conjure up is that on one occasion there was no toilet paper in one of the loos. That is not a medical issue, but can be an important one given hair loss from chemo therapy. I have taken relatively little medication in my life. I can easily mix up pills, etc. So having something like a (small) printed sheet with instructions for drugs for the coming cycle would have helped me. I often asked the pharmacist to repeat instructions more than once when he gave me my medication.

The Royal Marsden Hospital (Sutton) 2021-05-04 Person 4 5 0

As has almost always been my experience at this hospital, there was an adequate number of staff and they were skilled and dedicated. See next box for details of a problem that arose.

I was in the ward for radionuclide treatment (PRRT). I arrived earlier on Tuesday morning, the treatment was a few hours later, and I was due to be discharged around mid-afternoon the next day (Wednesday). There were no complications except that I was found to need potassium supplement tablets to be prescribed as part of my discharge medication. This need was known on the Tuesday and the necessary medical decision had been taken. There were only two other medicines that I needed to take home with me and they are routine after PRRT. A specialist nurse anticipated that I might be ready to leave between 2 and 3 p.m. on Wednesday and I asked my wife to get to the hospital to pick me up at 2.30. I was however kept waiting until after 6.30. This was because the medication from the pharmacy did not arrive until well after 5 p.m. It then had to be formally approved by a doctor but all the doctors who had been looking after me had gone home by then. The on-call doctor dealt with the matter as soon as he could but was busy for a time with a sick patient. I do not feel that the length of this delay of 4 hours, particularly for me wife, was acceptable or necessary. My wife was sitting in the car in the car park for most of the time. Around 4.30 she did go to Maggie's Centre, where a volunteer was friendly and helpful, but that closed at 5 p.m. and she had to go back to the car.

The Royal Marsden Hospital (Sutton) 2021-05-04 Person 5 5 0

Great personal service

Nothing. Great service. Seen promptly

The Royal Marsden Hospital (Sutton) 2021-05-03 Person 1 5 0

Three hour wait is totally unacceptable. I’m a person, not a parcel

Get nearer to appointment times

The Royal Marsden Hospital (Sutton) 2021-04-27 Person 5 5 0

Great care, all the staff were lovely

Nothing

The Royal Marsden Hospital (Sutton) 2021-04-26 Person 5 5 0

Friendly, approachable staff from start to finish - the lovely volunteer who helped me find the clinic, bright and efficient reception staff, informative and reassuring breast clinician who assessed me, and the friendly, thorough and reassuring sonographer. Thank you all for all you do.

Nothing

The Royal Marsden Hospital (Sutton) 2021-04-15 Person 4 5 0

Have been having treatment at Kingston and Sutton unit since January 2020 and the assistance has been excellent.

Not Applicable

The Royal Marsden Hospital (Sutton) 2021-04-14 Person 5 5 0

The APU team were very courteous and helpful despite being short staffed, Margaret was lovely.

The Royal Marsden Hospital (Sutton) 2021-04-01 Person 5 5 0

Last 3 points were not applicable

Clear sign posting for the direction to various departments

The Royal Marsden Hospital (Sutton) 2021-03-28 Person 4 5 0

I did not stay . I attended the Medical Day Unit (kingston)

Everything was very good