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 Excellent out patient care
Rated 5 stars out of 5
by Anonymous - Posted on 14 November 2023
My first consultation was thorough and informative, I was prescribed new medication and the clinic letter arrived by email on the same evening. An excellent service.
Visited Chronic Obstructive Pulmonary Disease on November 2023
Review titled St Mary's Hospital (HQ)
Replied on 15 November 2023
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 COPD clinic at St Mary's Hospital. I will forward your feedback to senior management in Respiratory Medicine. 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 comments . My email address is john.ward22@nhs.net. Again, many thanks for contacting Imperial College Healthcare NHS Trust. Kind regards John John Ward | PALS Officer
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Review titled Efficiently managed
Rated 5 stars out of 5
by Anonymous - Posted on 01 November 2023
The radiology department at SMH is efficiently managed, the staff are very professional and polite. The appointment system works very well.
Visited Imaging services on October 2023
Review titled St Mary's Hospital (HQ)
Replied on 01 November 2023
Imperial College Healthcare NHS Trust wishes to thank you for taking the time to post your positive feedback on NHS Choices. Patient Advice and Liaison Service (PALS) has passed on your comments to the Radiology Service Manager. Imperial College Healthcare NHS Trust appreciates and values your comments.
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Review titled No service
Rated 1 star out of 5
by Stephen - Posted on 07 October 2023
I was seen by a very professional triage nurse within about two hours of arrival and it was deemed I was unwell enough to see an A&E doctor for possible concusion following an unexplained black out. Despite being told I would need a CT scan... to rule out a brain bleed I was ushered into a filthy cramped waiting room and ignored for five hours with no access to a usable toilet. At hour five I asked how long it would likely take, I was told it would be 7+ hours to see somebody and when I pushed they confirmed I would then just start another queue for the CT scan only to again queue to see the doctor for my results... meaning the 7 hours quoted was really 12+ befor anything meaningful would be done. Only when I signed to discharge myself did somebody hurriedly look at my ECG result to reassure me I wasn't having a heart attack despite that really never being my issue! So five hours wasted and no help given... a truly broken system. The staff I spoke too all clearly wanted to help but they have to function in a broken system that lacks the resources to offer any real service. Incredibly dissapointing
Visited Accident and emergency services on October 2023
Review titled St Mary's Hospital (HQ)
Replied on 10 October 2023
Imperial College Healthcare NHS Trust is very concerned about your posting on NHS Choices and wishes to sincerely apologise for your experience in our Accident & Emergency Department at St Mary's hospital. Patient Advice and Liaison Service (PALS) has passed on your comments to the Service Manager for the A&E Department. Patient Advice and Liaison Service (PALS) would like to be able to look into this matter on your behalf. We would like to encourage you to contact PALS on either 0203 312 7777 or email imperial.pals@nhs.net
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Review titled very good
Rated 4 stars out of 5
by Anonymous - Posted on 08 November 2023
I had a CT scan on 22/10 , even though the service was very good on the day , I have yet to receive my result I check every day on patients know best , no result why does it take so long to get the report ?
Visited Imaging services on October 2023
Review titled St Mary's Hospital (HQ)
Replied on 13 November 2023
Imperial College Healthcare NHS Trust is delighted to hear your feedback regarding your care and treatment received I have passed on your comments to the relevant service . Thank you for taking the time to post your response. It is common practice for the referring consultant to review the scans, prior to being uploaded to Patient Know Best. It may be worthwhile you contacting your referring consultants.
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Review titled Worst staff and unnecessary waiting time
Rated 1 star out of 5
by Asif Shafi - Posted on 14 September 2023
Staff was rude and not helpful, I left without treatment after almost six hour of wait, I was dead tired, no space to sit or sleep, people shouted at staff because they were so rude. Looks like people are being treated like animals, stuffed in small space and waiting for 8-10 hours to be seen by staff for a total duration of 20-30 minutes. What’s the system NHS has designed? Why highly tax paying nation in the world is being treated like third world country? In A&E, it’s written 4 hours to see nurse then 8-10 hours to see a doctor, why is it like that? Is it a crime to get sick and come to A&E? Your system a failure and your priority is just to get more and more money but not to give speedy and quality services to the nation. Jokers write my discharge time within 2 hours of my admission while I left hospital after six hours of discomfort. No one wants to come in A&E and GP are just time eaters.
Visited Accident and emergency services on September 2023
Review titled St Mary's Hospital (HQ)
Replied on 14 September 2023
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologies to you for your experience at the Emergency Department A&E in St Mary's hospital. 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 . In the meantime I have forwarded your posting to the the service.
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Review titled Superb Staff
Rated 5 stars out of 5
by Anonymous - Posted on 06 September 2023
I had to leave a review of how thankful I am to all the staff at the Ashwood Centre, one of the loveliest experiences I have had in a hospital. Each and everyone of the staff were so lovely and went above and beyond to ensure I was helped. I couldn’t be more grateful of all your work, keep being amazing 🤍
Visited Sexual health services on September 2023
Review titled St Mary's Hospital (HQ)
Replied on 07 September 2023
Good afternoon. I believe you have contacted the wrong hospital. Imperil NHS Trust do not have a Ashwood center.
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Review titled Unreliable
Rated 1 star out of 5
by Anonymous - Posted on 21 September 2023
I was first referred to St Mary’s in 2019 and it was pleasant, unfortunately when being re referred this year I’ve found the complete opposite. Staff are wonderful but there is noticeably a lot less of them. Appointments are being cancelled and changed without any information, often having to chase the receptionists up for appointments etc. We were hoping to discuss the start of our treatment today with our consultant, the appointment was confirmed twice via text and ‘my mft’, both myself and my husband took time from work ready for it. When logging into our online portal we noticed that our appointment had been moved to another months time. Another month for us waiting in limbo. Not one person contacted us to let us know. When I called I was told that this was ‘due to strike action’ and they were genuinely sorry and apologetic that we should have been informed. We were aware of the strikes (to which we understand), but according to the website if you hadn’t been informed of anything you are to attend appointments as usual. As you can imagine we are so deflated. This isn't the first time we haven’t been updated or informed about appointment changes, I’m not sure if it’s an issue with the ‘mft’ service or lack of staff. We have had to make the decision to move our clinic, as we no longer feel confident that this service will provide the care and treatment to the standard we require.
Visited Fertility services on September 2023
Review titled St Mary's Hospital (HQ)
Replied on 26 September 2023
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 with your appointments. Would you be able to get back to me with some more details, the clinic you were to attend and your details? Full name and date of birth please. I am more than happy to feed back your experience but I will need these details if I am send this to the appropriate manager. The PALS email address is imperial.pals@nhs.net. My name is John, and you can put this for my attention. I look forward to hearing from you. Again, many thanks for contacting PALS. Kind regards John
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Review titled Excellent service by imaging staff
Rated 5 stars out of 5
by Anonymous - Posted on 04 August 2023
My recent visit proved to be a thoroughly calming experience for me, in that every member of staff ensured I was entirely at ease and gave me every confidence whilst undergoing my time in imaging. They fully explained what they were doing in a very professional but thoughtful way. St. Mary's are to be congratulated on their staff and their training. My sincere personal thanks to all those staff I met on my visit.
Visited Imaging services on August 2023
Review titled St Mary's Hospital (HQ)
Replied on 08 August 2023
Imperial College Healthcare NHS Trust is delighted to hear your feedback regarding your care and treatment received. 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. We appreciate and value your comments.
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Review titled Fantastic Staff
Rated 5 stars out of 5
by Hadden White - Posted on 05 August 2023
After coming into A&E with severe abdominal pains, I was quickly seen and diagnosed with appendicitis. I had to spend the next 5 days in the hospital awaiting surgery, and whilst that was a prolonged period, the nursing staff, surgeons, doctors and consultants were all enormously informative, polite, kind and understanding. I understand St. Mary's is a trauma hospital in central London, so some surgeries need to take precedent (hence my wait), but the staff informed me on a daily basis and ultimately I felt that I was in the best care.
Visited Emergency Abdominal Surgery on August 2023
Review titled St Mary's Hospital (HQ)
Replied on 08 August 2023
Dear Hadden 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 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. Again, many thanks for contacting PALS with these kind comments. Kind regards John
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Review titled Great but noisy
Rated 4 stars out of 5
by Anonymous - Posted on 28 August 2023
I was visiting on Douglas Ward and the nurses were extremely noisy when the patients were trying to sleep. They were excellent in ever other regard. The noise level is the only complaint I have. The patient I was visiting complained about not being able to sleep because of the loud conversations
Visited Don't know on August 2023
Review titled St Mary's Hospital (HQ)
Replied on 29 August 2023
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologize to you for your experience at St Mary's hospital. 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 . In the meantime I have forwarded your posting to the Douglas ward manager.
Information supplied by Imperial College Healthcare NHS Trust