The Royal London Hospital
Whitechapel Road, Whitechapel, London, E1 1FRContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Totally unorganised and uncaring
Rated 1 star out of 5
by Julie - Posted on 08 May 2024
Just seen on my Patient knows best that my appointment for June has been cancelled with no alternative appointment given. This appointment was originally for May 2023 but the dept failed to inform me I had that appointment. No call no text and no letter, so as I am not psychic I was not aware of the appointment so did not attend. It took me weeks to get another appointment arranged. On the phone I was even asked what I wanted an appointment for. They gave me an appointment in November 2023 which they cancelled the day before stating the clinic was overbooked! They gave me an appointment for June which they have now cancelled. I have had to be referred twice now by my GP as they messed up the original referral at ENT and did not give me an initial appointment for almost 2 years. They finally gave me a telephone appointment but surprisingly no one called me at the appointment time. The service I have received is totally inadequate!! I get that there are enormous pressures on the service etc etc but there is no excuse for them being so dreadfully unorganised! Now I am going to have to go through my GP wasting their time for yet another referral to a different hospital this time as I have to accept Barts health do not want to see me. This is disgusting as I was born in the hospital, did my nurse training here and live close by!! Sad to to see the decline over the recent years
Visited Ear, Nose & Throat on April 2024
Review titled The Royal London Hospital
Replied on 30 May 2024
Dear Julie, Thank you for taking time to contact us with feedback about your experience at Royal London Hospital. We were very disappointed to learn that your experience did not match the expectation you had of us We would welcome the opportunity to look into your experience and provide feedback as appropriate. Should you wish for this to happen, please liaise with the PALS Team on site who will be happy to assist you further. They can be contacted on Tel. No 0203 594 2040 or via email to bartshealth.familycontact@nhs.net Kind regards Central Complaints Team
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Review titled Terrible! Can’t believe it
Rated 1 star out of 5
by Ali - Posted on 18 April 2024
Whipps cross and royal London hospital Waited hours to be seen at Whipps cross- told I need to go to royal London hospital by ambulance to get an mri and they called them and let them know Waited from 4pm. By 8pm we finally had got an ambulance and taken to royal London hospital The ambulance driver took us around ( both of us having mobility issues walking around the hospital to about 7 different areas) Then he left us in a random corridor and waved I went and asked for medication - they said they’ll get right on it Half an hour later I asked again, the woman asked who me and the other guy were. They hadn’t 1. Checked us in here or knew who we were 2. Even put forward I needed painkillers A nurse/ doctor walked us to same day emergency care and told us to sit down and we will be called, but there is a wait Half an hour later I asked for anti anxiety meds ( which I still haven’t had it’s now 22:38) - she asked who we were !!!!!! The previous doctor/ nurse didn’t even check us in here and told us to wait Overheard the receptionist on the phone saying we were from whipps cross and needed mri and I overheard her talking to someone saying they weren’t aware in mri!!!!!! So what the f is happening ?!?!?! At 4-4:30 I was told they called royal London hospital It’s now 10:30 and I probably won’t be seen for hours if they even know who we are Left everywhere by different people who didn’t want to deal with people. No one dates or fixes the issues and just pushes you on different people without informing anyone
Visited Accident and emergency services on April 2024
Review titled The Royal London Hospital
Replied on 19 April 2024
Dear Ali, Thank you for taking time to contact us with feedback about your experience at Royal London Hospital. We would welcome the opportunity to look into your experience and provide feedback as appropriate. Should you wish for this to happen, please liaise with the PALS Team on site who will be happy to assist you further. They can be contacted on Tel. No 0203 594 2040 or via email to bartshealth.familycontact@nhs.net Kind regards Central Complaints Team
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Review titled Neglectful department
by Anonymous - Posted on 07 April 2024
This was my first time visiting royal London a&e. I arrived at the UTC unit at 19.37. It is now 3.16am the next day and I still haven't seen a doctor or even had my blood pressure checked. We were advised that the system was low and the delay would be no more than 5 hours. Which in itself is just crazy . However 8 hrs later and still nothing. Misleading information being given out. One minute we are hearing the system is down, next minute we are hearing not enough doctors. I am so so disappointed about the service today. I am sitting here holding my tears in complete agony and numbness in my limbs. Furthermore I just heard the clerk behind the desk telling a patient come back in the morning, there are hardly any doctors now and the wait is only 2 hrs in the morning . Soon which is it , system low or no doctors ?
Visited Accident and emergency services on April 2024
Review titled The Royal London Hospital
Replied on 08 April 2024
Dear Patient Thank you for taking the time to share your feedback about your experience in the Urgent Treatment Centre (UTC) at Royal London Hospital. Although this service is based on our hospital site, the UTC service is managed by Tower Hamlets GP Care Group not Barts Health NHS Trust. We will ensure that your comments are shared with THGPCG for their information. However, if you wish to pursue this issue further you can contact them directly at thgpcg.complaintsandfeedback@nhs.net (quoting comment reference number: 1791411 ). Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Poor communication
Rated 1 star out of 5
by Anonymous - Posted on 15 May 2024
I dont know what's happening with the ENT department. No body ever picks up the phone. I have been desperately trying to find out when my appointment which was verbally confirmed on the phone last month is. I was informed a letter would be sent and i am still waiting. My given date is Thursday 23rd May and no letter with time or confirmation. It's so frustrating. I have been waiting 2 months for an appointment since my MRI scan revealed fluid behind my ear. I have been unable to sleep due to headaches, ear pain and ringing in my ears. Also feeling off balance and tiredness due to lack of sleep. I am getting so frustrated and time is ticking. This is causing me so much distress and nobody seems to care. My mental health is impacted. I have no trust in the NHS anymore. Lack of communication is diabolical. Please sort it out.
Visited Ear, Nose & Throat on April 2024
Review titled The Royal London Hospital
Replied on 30 May 2024
Dear Patient, Thank you for taking time to contact us with feedback about your experience at Royal London Hospital. We would welcome the opportunity to look into your experience and provide feedback as appropriate. Should you wish for this to happen, please liaise with the PALS Team on site who will be happy to assist you further. They can be contacted on Tel. No 0203 594 2040 or via email to bartshealth.familycontact@nhs.net Kind regards Central Complaints Team
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Review titled Quick service
Rated 3 stars out of 5
by Darren - Posted on 18 May 2024
Was happy with the service which i recieved from the staff at the main reception. I was looked after by a lovely nurse who helped me with my injuries i had on my ankle.
Visited Accident and emergency services on April 2024
Review titled The Royal London Hospital
Replied on 20 May 2024
Dear Darren Thank you for taking the time to share such positive feedback about your recent experience at Royal London Hospital. We would like to share your kind words with the staff and would appreciate if you could let us know which department you visited by emailing us with this information. Our email address is bhnt.centralcomplaints@nhs.net, kindly quote comment reference number:1813681 when you reply. We look forward to hearing from you at your earliest convenience. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Terrible antenatal care
by Aline Safra - Posted on 02 April 2024
My experience with the antenatal clinic has been terrible. I'm 19 weeks pregnant and I'm still trying to get my 16-week appointment book (which I now gave up). Every visit was stressful. I had to do a blood test twice because they messed up with the first one. Now, I have to do the urine test twice but the midwife said if I have no symptoms there is no need. I didn't have symptoms before and I had an infection, I had the antibiotics and I still don't know if it has gone so I insisted on doing it again. I had to go to the hospital twice to be able to get the antibiotic prescription, the reception is terrible, the helpline never helps, nobody answers the phone and there were other issues but I am going to stop here and change hospital.
Visited Maternity services on April 2024
Review titled The Royal London Hospital
Replied on 03 April 2024
Dear Aline Safra Thank you for your feedback about the Maternity Service at Royal London Hospital. We are very sorry and disappointed that your experience has fallen below the standards you should expect from us. We note you are planning to transfer to another hospital for your care and under the circumstances, we understand why you have come to this decision. We would however welcome the opportunity to have this matter looked into in more detail and if you would like this to happen, please contact the Patient Family Contact Centre (PFCC) who will be happy to support you with this. Please ensure that you have your hospital or NHS number and be advised that you will need to provide your full name and a summary of the issues to be looked into. PFCC can be contacted by email to bartshealth.familycontact@nhs.net or Tel. No. 020 3594 2040. In meantime we will ensure that your comments are shared with the service as it is important that they are made aware of situations that negatively impact on patients care. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Very bad communication with me
Rated 2 stars out of 5
by Jeff. Black - Posted on 20 May 2024
Had a breathing test and I was told the results would be sent to my doctors surgery ,when I contacted my doctors I was told that no results had been sent, I have been back to the hospital twice and on both occasions that results would be sent straight away. I am still waiting ,so far at least 6 weeks Not A Happy Bunny
Visited Respiratory Medicine on April 2024
Review titled The Royal London Hospital
Replied on 21 May 2024
Dear Jeff Black Thank you for your feedback. We are disappointed and sorry that you are having issues with receiving your results. We would welcome the opportunity to have this looked into and would suggest that you liaise with the Access Issues Resolution Service (AIRS). This is a designated team that manages appointment related issues outside of the formal complaints process and they aim to feedback to you within 5 working days. You can email them at bhnt.airs@nhs.net or via telephone numbers 020 7767 3205 / 0345 602 9906 (Mon-Fri 08:30-17:00 Excl. Bank Holidays). Kindly note that their phone lines do get busy so it may take a bit of time to get through to them, but they do have an automated telephone system which will let you know where you are in the queue. Once again, we apologise for your experience. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled First contact with maternity ward
Rated 1 star out of 5
by Andre - Posted on 23 April 2024
Tried to contact maternity ward for advice on my wife scheduling her first Ob/Gyni appointment after 11 weeks of pregnancy. The lady on the phone was not at all helpful, only saying "you don't call here" and then hung up in my ear without listening to any further questions at all. Utterly useless, first impressions are lasting.
Visited Maternity services on April 2024
Review titled The Royal London Hospital
Replied on 23 April 2024
Dear Andre Thank you for taking the time to share your feedback about a member of staff in the maternity service at Royal London Hospital. We are sorry and disappointed that your experience has left you with a poor first impression of the service. We would like to assure that what you have described is not the behaviour we expect from any of our staff as it goes against our core values. We will ensure that your comments are shared with the service as it is important that they are made aware of your concern and the impact. The Patient Family Contact Centre can support you with your query; if you feel this would be helpful you can contact them at bartshealth.familycontact@nhs.net or Tel. No. 0203 594 2040 Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Imaging service department staff negligent
Rated 4 stars out of 5
by Anonymous - Posted on 20 April 2024
The staff was unwelcoming, the gentleman at the reception wasn't polite, didn't use words 'please' etc. he saw my referral letter but didn't check me in the system. I waited unnecessarily for 30 minutes after which I asked his colleague to check to delay, it turned out that after she checked me in the system the radiologist called me immediately. There should be a self service check in device by every counter, that would be so much more reliant.
Visited Gastrointestinal and Liver services on March 2024
Review titled The Royal London Hospital
Replied on 22 April 2024
Dear Patient Thank you for your feedback about staff in the imaging service at Royal London Hospital. We are sorry and disappointed that your experience fell below the standard that should have been expected. We would welcome the opportunity to have this looked into in more detail, if you would like for this to happen, please liaise with the Patient Family Contact Centre who will be very happy to support you with this. They can be contacted via bartshealth.familycontact@nhs.net and please ensure that you have your hospital or NHS number to hand if you decide to make contact, as this will aid any enquiries made on your behalf. In, the meantime, we will ensure that your comments are shared with the department because it is important for the service to be made aware of situations that did not go as well as it should have, and the impact it has on our patient. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Maternity Unit 8 phone numbers - none of them are answered
Rated 1 star out of 5
by Anonymous - Posted on 25 March 2024
I am pregnant and currently registered with RLH for maternity care services. I have an appointment later this week. Unable to make it. No way for me to change the appointment online. Tried 8 different phone numbers which they have given me, these are either incorrect (don't even connect) or they don't bother picking up (the call just rings out) or they pick up and slam the phone down. Looks like I'll just end up missing the appointment. It's totally inadequate that I have no way to contact my midwife or the hospital! Am transferring to another hospital as the service is so bad.
Visited Maternity services on March 2024
Review titled The Royal London Hospital
Replied on 03 April 2024
Dear Patient Thank you for your feedback, from which we are sorry and disappointed that your experience has fallen below the standards we aspire to here at Barts Health NHS Trust. We note that the appointment date that you were trying to cancel has passed and that you are planning to transfer to another hospital for your care. We would however welcome the opportunity to have this matter looked into in more detail and if you would like this to happen, please contact the Patient Family Contact Centre (PFCC) who will be happy to support you with this. Please ensure that you have your hospital or NHS number and be advised that you will need to provide your full name and a summary of the issues to be looked into. PFCC can be contacted by email to bartshealth.familycontact@nhs.net or Tel. No. 020 3594 2040. In meantime we will ensure that your comments are shared with the service as it is important that they are made aware of situations that negatively impact patients care and wellbeing. Kind regards Central Complaints Team Barts Health NHS Trust
Information supplied by Barts Health NHS Trust