St Mary's Hospital (HQ)
Praed Street, London, W2 1NYContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Exceptional Plastic Surgery Clinical Nurse Specialists
Rated 5 stars out of 5
by Anonymous - Posted on 19 December 2024
The Plastic Surgery Team at St Mary's looked after me for 3 months following an injury to my leg. They were skilled, professional and kind. They did my dressings as often as needed, and supported me throughout, despite busy clinics. They asked for medical reviews as needed. I knew I could contact them at any time for help. My leg is now fully healed, thanks to them. Truly exceptional care - everything one could wish for.
Visited Plastic surgery on December 2024
Review titled St Mary's Hospital (HQ)
Replied on 20 December 2024
Dear Sender Many thanks for taking the time to contact PALS at Imperial College Healthcare via the NHS Choices website. I am very happy to read that you had such a positive experience with our plastic surgery team at St Mary's Hospital. I will forward your feedback to senior management in Plastics. I am sure that they will be very happy to receive this. If you would like to contact me with your name and date of birth I will be more than happy to put your name to the positive feedback. The email address is imperial.pals@nhs.net. Again, many thanks for contacting PALS. Kind regards John
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Review titled Perfect Practice
Rated 5 stars out of 5
by Liz Atkinson - Posted on 25 October 2024
I would like to thanks the staff of at St George's and St Mary's for their treatment when I suffered injuries that required professional help. The Doctor I saw at St Georges, and the Nurse at St Marys, were both very kind and gentle. They are an asset to the Nhs. Thank you all.
Visited Trauma services on October 2024
Review titled St Mary's Hospital (HQ)
Replied on 25 October 2024
Imperial College Healthcare NHS Trust is delighted to hear your feedback regarding your care and treatment received . Thank you for taking the time to post your response. We appreciate and value your comments. We wish you well with your recovery
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Review titled Excellent Endoscopy Unit
Rated 5 stars out of 5
by Christopher George - Posted on 26 October 2024
On Thursday 24th October 2024, I had a Colonoscopy in the Endoscopy Unit at St Mary's Hospital. My experience of the entire team from the receptionist to the nurses and to the consultants was one of total professionalism and friendliness. I am greatly appreciative.
Visited Colorectal cancer services on October 2024
Review titled St Mary's Hospital (HQ)
Replied on 28 October 2024
Imperial College Healthcare NHS Trust is delighted to hear your feedback regarding your care and treatment received by the Endoscopy Unit. Patient Advice and Liaison Service (PALS) have passed on your comments to the relevant service managers. Thank you for taking the time to post your response.
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 22 October 2024
I had to visit 5 times in the last month. Each time the team were so kind and diligent. I'm so grateful for their care and expertise.
Visited Gynaecology on October 2024
Review titled St Mary's Hospital (HQ)
Replied on 22 October 2024
Dear Sender Many thanks for taking the time to contact PALS at Imperial College Healthcare via the NHS Choices website. I am very happy to read that you had such a positive experience while attending at St Mary's Hospital. I will be happy to forward your feedback to senior management but first I need to know what service you are referring to? If you can get back to me on imperial.pals@nhs.net with this information please? I look forward to hearing from you. Kind regards John
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Review titled very bad experience
Rated 1 star out of 5
by suraya raza - Posted on 07 September 2024
was moved to st Mary’s antenatal ward from queen charlotte, and it’s very very bad. The ward is dirty. Toilets and showers filthy. Very noisy so no sleep. Nurses outside the beds talking loud, it’s the worst experience. Queen Charlotte is 10/10 St Mary’s 0/10
Visited Maternity services on September 2024
Review titled St Mary's Hospital (HQ)
Replied on 09 September 2024
Imperial College Healthcare NHS Trust is very concerned about your posting on NHS Choices and wishes to sincerely apologise to you for the experience you have had in our Antenatal ward at St Mary’s Hospital. PALS would like to look into your concerns further. Please may I ask that you email PALS at imperial.pals@nhs.net or contact 0203 312 7777
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Review titled Lengthy wait with poor service
Rated 1 star out of 5
by Yasmin - Posted on 28 September 2024
I spent over 10hours in the ed and saw staff walking around chatting using their phones and talking.I saw an elderly lady crying for help to use the toilet with plenty of nurses around not responding,While I expressed I was dizzy and sensitive to light and need to sit down I was placed in a bright waiting room with loud people talking Worryingly the waiting room for non patients was better,Staff worked slowly to resolve my Case while leaving me without pain management unless chased for it.i would not recommend However my consultant in cdu made my last couple hours amazing and she was able to get me out door quickly with no further time wasted
Visited Accident and emergency services on September 2024
Review titled St Mary's Hospital (HQ)
Replied on 30 September 2024
Dear Sender Many thanks for taking the time to contact PALS at Imperial College Healthcare via the NHS Choices website. I am very sorry to read of your experience while attending our A&E service at St Mary's Hospital. I will forward your feedback to senior management in Emergency Medicine. We would be happy to supply feedback if you wish? If you would like to contact me with your name and date of birth I will be more than happy to put your name to the concerns raised . My email address is imperial.pals@nhs.net. Again, many thanks for contacting PALS. Thank you for raising these concerns. Kind regards John
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Review titled Phenomenal care
Rated 5 stars out of 5
by Anonymous - Posted on 28 September 2024
Came with my toddler for a head injury and was taken so seriously throughout the whole process. The nurse who triaged him managed to get his obs calmly for the first time ever. The nurse on the CDU was absolutely phenomenal and so lovely when she took us down to CT as well as throughout the night caring for me and both my sons. I am beyond impressed with the level of care we received and will never go to another hospital again.
Visited Accident and emergency services on September 2024
Review titled St Mary's Hospital (HQ)
Replied on 30 September 2024
Dear Sender Many thanks for taking the time to contact PALS at Imperial College Healthcare via the NHS Choices website. I am very happy to read that you had such a positive experience while attending our Paediatric A&E service at St Mary's Hospital. I will forward your feedback to senior management in Emergency Medicine. I am sure that they will be very happy to receive this. . If you would like to contact me with your son's name and date of birth I will be more than happy to put his name to the comments about this service . My email address is imperial.pals@nhs.net. Again, many thanks for kind feedback. Kind regards John
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Review titled short & sharp, hung up on me and didn’t give explanations
Rated 2 stars out of 5
by Anonymous - Posted on 16 August 2024
I got a call back from St Mary’s reception and the receptionist was very short and sharp with me from the very beginning, as if her patience was already very low. As the call continued, it turns out I had the wrong number, so she asked for more details about the correct hospital I had intended to call. I told her I intended to call Padding outpatient hospital and she was as silent for a minute before abruptly putting me on hold without telling me what she was doing. When she came back on the line, she didn’t say hello, but just started reading a number at me without any context or explanation about what that number was for. I asked her to repeat the number and asked what it was a mobile for, then I said bye, and she hung the phone up on me without even saying goodbye or asking if I had any more questions. Phone call at 9:25am on Friday 16th August 2023 to the number: 020 3313 4400
Visited Don't know on August 2024
Review titled St Mary's Hospital (HQ)
Replied on 16 August 2024
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologise to you for your experience. If you would like to discuss this matter further, please contact the Patient Advice and Liaison Service (PALS) on either 0203 312 7777 or email imperial.pals@nhs.net .
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Review titled Used to be a good practice. Not anymore.
Rated 2 stars out of 5
by Anonymous - Posted on 07 August 2024
Had gynecological surgery there in May, 2018. Phenomenal staff, right across the board. My recent experience is a huge contrast. Admission took about 6 hours, which didn't surprise me given challenges NHS is facing. It's the way they played Russian roulette with me that made me livid. One would think they assumed I was a homeless person trying stay in hospital, taking up the space of "someone better and more deserving". I'm neither homeless nor financially uncomfortable in any way, but by their line of questioning, they seemed to think my condition was a result of "hanging out and doing drugs" - something, I'm guessing, was triggered by my outward appearance (my apologies for not having been to a makeup artist prior to my visit). It's also an indication of bias against the homeless, which is very worrying. The doctor who admitted me was kind, compassionate and concerned about my condition. The others when I was moved to a ward were busy trying to discharge me before having met me. At least the nurses were kind throughout, though. I wouldn't want any family member here and I pray it will never be the case.
Visited Accident and emergency services on August 2024
Review titled St Mary's Hospital (HQ)
Replied on 07 August 2024
Imperial College Healthcare NHS Trust is very concerned about your posting on NHS Choices and wishes to sincerely apologise to you for the poor experience you have had at St Mary’s Hospital. PALS would really like to look into your concerns further. Please may I ask that you email PALS at imperial.pals@nhs.net or contact 0203 312 7777 Kindest regards Karen Seward PALS Officer
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Review titled Ignored. Didn't receive any help. Indifferent attitude of medical staff.
Rated 1 star out of 5
by Mariia - Posted on 01 September 2024
I have never encountered such a heartless attitude. I was brought by ambulance in a lying position, on August 30, 2024 at 17.00. I was promised that I would be given a lying place, since I felt terrible. I had severe poisoning, possibly caused by a virus. I had a very bad stomach ache, there was also severe vomiting from which I was already choking because I could not control it and diarrhea, a high temperature, I was freezing and had a lot of pain and dizziness. The ambulance was able to bring down the temperature and stop vomiting with medication, but not for long. When they brought me to the hospital, they sat me down on a chair and said that they would help me. I sat on the chair for about 2 hours, I was not given the help I needed. The pain in my stomach was unbearable and after a while I lay down right on the floor next to the chair. After some time they came up to me and measured my blood pressure, making sure that my heart was beating, they asked me to return to the chair again, since it was not allowed to lie on the floor. I cried from the pain and tried to explain that I needed to lie down. In response, I only received ignoring. An hour later, I called my husband to tell him the situation and ask him to call me a taxi, since my condition was worsening. I was very afraid that I would start vomiting again along with diarrhea and no one would help me here. Having heard my conversation, the medical staff decided to take blood from me. Unfortunately, the nurse did not use the catheter that the ambulance installed. They took blood from a new place on my other arm. I already believed that they would help me, that they were paying attention to me. But they still ignored me. Another hour passed, I could no longer remain lying on the floor and decided to go home, I told the medical staff about this and asked them to remove the catheter from my arm. They refused to remove the catheter from my arm. Unfortunately, the needle was installed on the bend of my elbow, which made it difficult to bend. I had to pull the needle out myself. The medical staff, without helping me, kindly showed me where the exit from the hospital was. When I got home, I started vomiting again, diarrhea, my temperature rose and my condition worsened. My husband had to go to the Boots store for medications; the pharmacies were already closed by that time. I am still in a bad bedridden condition. I suffer from nausea, diarrhea and high temperature. I have pain all over my body and bones.
Visited Don't know on August 2024
Review titled St Mary's Hospital (HQ)
Replied on 03 September 2024
Imperial College Healthcare NHS Trust is very concerned about your posting on NHS Choices and wishes to sincerely apologise to you for the experience you have had at St Mary’s Hospital. PALS would like to look into your concerns. Please may I ask that you email PALS at imperial.pals@nhs.net or contact 0203 312 7777
Information supplied by Imperial College Healthcare NHS Trust