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 patient experience in endoscopy
Rated 5 stars out of 5
by maria - Posted on 23 January 2023
I attended for gastroscopy on 20 Jan . Everyone I met introduced themselves, was kind and professional. My care was timely and the results and report were provided straight away. Above all, I felt safe and cared about. I was not looking forward to the experience but the compassion of the staff made such a difference. The nurse who sat with me and talked me through the procedure was so reassuring and stopped me panicking. Thank you so much team Endoscopy, you are an exemplary NHS service. I would definitely recommend to others.
Visited Gastrointestinal and Liver services on January 2023
Review titled St Mary's Hospital (HQ)
Replied on 23 January 2023
Imperial College Healthcare NHS Trust is very happy to hear your feedback regarding your care in the Endoscopy Unit at St Mary’s Hospital. Patient Advice and Liaison Service (PALS) has passed on your comments to the General Manager and Lead Nurse. Thank you for taking the time to post your feedback. Imperial College Healthcare NHS Trust appreciates and values your comments.
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Review titled Great personnel
Rated 5 stars out of 5
by Jan - Posted on 02 December 2022
My husband visited the Chest & Allergy clinic this morning for an oxygen assessment and lung function test. It necessitated a long visit but we were treated so well by both members of staff concerned who were both efficient and sympathetic. I cannot name them but if at all possible I would like them to be thanked and told that we really appreciated their professionalism and empathy.
Visited Respiratory Medicine on December 2022
Review titled St Mary's Hospital (HQ)
Replied on 05 December 2022
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 your husband had such a positive experience while attending our Chest & Allergy 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 husband's name and date of birth, I will be more than happy to put his name to the concerns raised. My email address is john.ward22@nhs.net. Again, many thanks for contacting PALS. Kind regards John
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Review titled Amazing Care
Rated 5 stars out of 5
by Rania - Posted on 25 November 2022
Dear all at St Mary’s Hospital Paddington No words can describe our gratitude to you all for looking after our beloved sister You are truly angles God bless you all for the indescribable amazing care Thank you thank you thank you
Visited Intensive Care on November 2022
Review titled St Mary's Hospital (HQ)
Replied on 28 November 2022
Thank you for you lovely feedback. Would it be possible to make contact with PALS so that we know which Department at St Mary's Hospital you would like your feedback to go to. Please contact PALS on telephone number 0203 312 7777 or email us on imperial.pals@nhs.net and ask for Karen
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Review titled Pathetic wait times.
Rated 1 star out of 5
by Anonymous - Posted on 21 November 2022
A&E - 6h plus to see a doctor. Slow. Sluggish. Queue was hardly moving. The staff are frankly just lazy. Whilst waiting Deliveroo brought the receptionist a Burger King. Epic. That pretty much sums it up. Staff were unable to give approximate wait times. Unable to respond to basic questions. And frankly unable to do anything other than eat their Burger King.
Visited Accident and emergency services on November 2022
Review titled St Mary's Hospital (HQ)
Replied on 21 November 2022
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologise to you for your experience at the St Mary's Hospital A&E. 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 A&E Service Manager.
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Review titled Impossible to change appointment
Rated 3 stars out of 5
by Anonymous - Posted on 18 October 2022
I have tried for 2 days to cancel an outpatients cardiology appointment as my husband has had an accident and can't attend. The phone number on the appointment letter cuts off and the main switchboard I held on for 30 minutes and had to hang up. There was supposed to be an email option but it was not on the letter. I would like to release this appointment and reschedule but how?!
Visited Cardiology on October 2022
Review titled St Mary's Hospital (HQ)
Replied on 18 October 2022
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 . In the meantime, I have forwarded your posting to the cardiology team.
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Review titled Brilliant practice
Rated 5 stars out of 5
by Amber - Posted on 17 October 2022
after a few days of unsuccessfully trying to see my gp, albany practice brentford -without any respond, my health condition worserened. I took desition to visit st. mary's hospital, becouse it's near my work. many thanks to the doctors and nurses at st. mary's uss for emediate acction that been taken to help me: all staff was profesional, patiante, friendly.
Visited Don't know on October 2022
Review titled St Mary's Hospital (HQ)
Replied on 17 October 2022
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 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 name and date of birth I will be more than happy to put your name to the concerns raised . My email address is john.ward22@nhs.net. Again, many thanks for contacting PALS. Kind regards John
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Review titled Rude receptionist
Rated 1 star out of 5
by Anonymous - Posted on 16 October 2022
Went in to A&E on the 16/10 at 7:20 due to severe dental pain and cramps while in early pregnancy. Waited around 40 min for the first triage and then told to wait outside for a doctor. Waited almost 3 hours and then my husband went to ask how much longer it will be and that i was tired and pregnant. The rude receptionist responded saying thats fine she pregnant alot people are pregnant just wait few hours. We were taken back by her rude words and just left after waiting and wasting our time. Really gutted by the service !
Visited Accident and emergency services on October 2022
Review titled St Mary's Hospital (HQ)
Replied on 17 October 2022
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 our A&E service. I will forward your feedback to senior management in A&E. 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 and hopefully get some feedback for you. My email address is john.ward22@nhs.net. Again, many thanks for contacting PALS. Kind regards John
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Review titled Maternity
Rated 2 stars out of 5
by Anonymous - Posted on 12 October 2022
I am registered to give birth at St Mary's. All staff have been very nice and appointments are given fairly regularly, however the issue is if you need any assistance outside of those scheduled appointment. You won't have anyone's contact details, just a generic help line. You'll be given an email address which is monitored once a week - that is simply not enough. Often you even wait 2 weeks for an answer. Contacting the antenatal clinic appointments line is another mission as well - nobody answers. Waiting times are also fairly long; I never had an appointment that was on time, even when scheduled in at 8am or 9am. Fingers crossed for a good birth experience! During my 32 weeks I have never seen the same midwife/doctor twice.
Visited Maternity services on October 2022
Review titled St Mary's Hospital (HQ)
Replied on 13 October 2022
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 our maternity service. I will forward your feedback to senior management in Maternity. 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 and hopefully get some feedback for you. My email address is john.ward22@nhs.net. Again, many thanks for contacting PALS. Kind regards John
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Review titled Worrying to be under this hospital
Rated 1 star out of 5
by Anonymous - Posted on 27 December 2022
Extremely concerning how difficult it is to get hold of anybody at this hospital. When I finally got through I was passed on 7 times to various other teams because nobody was taking responsibility for booking an appointment for my child. When my child had surgery back in March, they were so unbelievably understaffed when it came to nurses. The doctors were great, and there was no shortage of them, but the after care weighed heavily on just one nurse managing a very large ward of people!
Visited Ear, Nose & Throat on October 2022
Review titled St Mary's Hospital (HQ)
Replied on 29 December 2022
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologise to you for your experience at the 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 Pediatrics Service Manager for review.
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Review titled Extremely slow services
Rated 2 stars out of 5
by Anonymous - Posted on 11 October 2022
I have chosen St Mary's for my antenatal care for my second pregnancy and I have never seen a service so slow across board. Today I came to see a consultant at the Maternity Day Unit assessment and saw one after 1h30 - in spite of having an appointment booked. I then needed to pick up a prescription from the outpatient phamarcy and I have been for 2 hours due to a faulty system. So all in all at 39+ weeks pregnant I have had to wait for 3h30 for basic services. How is this acceptable? And the worst is that this has been a recurrent issue throughoutmy pregnancy. The maternity services simply must to do better!
Visited Maternity services on October 2022
Review titled St Mary's Hospital (HQ)
Replied on 12 October 2022
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologise to you for your experience at the 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 Service Manager for review.
Information supplied by Imperial College Healthcare NHS Trust