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 Staff good Environment dreadful
Rated 2 stars out of 5
by Anonymous - Posted on 01 March 2024
I was referred by my General Practitioner with a letter. I waited nearly two hours for my initial assessment when I noticed lots who arrived after me were seen. I asked why and was told I was not properly checked in. So how did I have a wristband. Things then did start to happen but my comments are about the overcrowding and lack of privacy in that area. I spent most of the time on a hard plastic chair in the corridor even when I had a drip. I had to share a drip stand with another patient. During this time I was feeling very unwell with a serious infection. I commend the young doctor I saw who was very pleasant and thorough. Communication from nurses left a lot to be desired. The ‘patient knows best’ app is brilliant but I had my discharge letter a good hour before I was told I could leave Altogether I was in the department for over 6 hours.
Visited Accident and emergency services on February 2024
Review titled The Royal London Hospital
Replied on 13 March 2024
Dear Patient Thank you for your sharing you feedback about your experience at Royal London Hospital. What you have described does not align with our Trust values and we are sorry that this was the case. We would welcome the opportunity to have the concerns you have raised looked into in more detail. If you would like this to happen, please liaise with the Site Team by emailing them at rlhcomplaints.bartshealth@nhs.net and they will support you with this. Kindly note that you will need to provide them with your full name, contact details, hospital or NHS number, and a full summary of the concerns you would like investigated as they will not have access your feedback. Please quote comment reference number: 1771858 when replying. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Nobody anwsering phone for 2 weeks
Rated 3 stars out of 5
by Olivia Lumb - Posted on 22 January 2024
Hi, I've been calling the number provided on NHS website for Ear Nose, and Throat department for 2 weeks now but nobody has ever answered. I did a group voice therapy course before Christmas and really need to speak with one of the specialists about the prescribed vocal training. I don't know what to do, as I called my doctors and they said they need to contact you directly. Please can somebody get back in touch with me?
Visited Ear, Nose & Throat on January 2024
Review titled The Royal London Hospital
Replied on 22 January 2024
Dear Olivia Lumb Thank you for your feedback from which we are sorry that you have had difficulties getting through to the ENT department. May we suggest that you liaise with the Patient Family Contact Centre (PFCC) who will be able to make enquiries into this on your behalf? Please ensure that you provide them with your full details including your NHS or hospital number, address, date of birth etc. They can be contacted via email or telephone 020 3594 2040. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Awful
Rated 2 stars out of 5
by Anonymous - Posted on 25 January 2024
I met really good midwifes there and I had a emergency c section, the doctors were great but triage (6th floor) usually is horrible, people is rude and very unkind lot of times also after give birth (postnatal) I was in a room asking for help to breastfeeding and one of the ladies told me “thats your problem”. I understand how hard has to be there with long shifts, but sometimes these people help you to go into depression because the treatment is sooo bad that you feel like you are nothing, specially if is your first baby, you need to be sweet and kind to work in a place full of babies and mummies because you can make a difference and be nice with someone in that vulnerable moment is sooo significant. Also my English is not perfect and unfortunately some people treat me as dumb
Visited Maternity services on January 2024
Review titled The Royal London Hospital
Replied on 26 January 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 Excellent service
Rated 5 stars out of 5
by Sarah McKiernan - Posted on 13 January 2024
Your Review: I attended department for a colonoscopy on 13 Jan. The staff throughout my procedure were excellent, reassuring, calm and efficient but with a really human way of dealing with someone who was having the procedure for the first time. Reception nurse was simply superb, funny while being efficient, everything explained well, hospital gowns provided were newly laundered, they inserted canula with absolutely no fuss. After procedure they came and saw me to see I was Ok. They are a real asset to the Dept. Actual procedure, Dr and 2 nurses absolutely lovely, reassuring while being professional and completing procedure with absolutely no fuss, but constantly keeping me clearly informed of what was happening and checking I was comfortable. As I had the procedure without anaesthetic, I was a tad nervous, but I need not have worried they were 'the best'. Post procedure, again an excellent experience. The nurse who discharged me was kind, efficient, made a lovely cup of tea and explained everything in my discharge notes. I felt confident at all times that I could ask questions or clarify anything, they gave me complete confidence throughout the process. Nothing more to say except 'thank you' for making the experience as dignified and painless as possible
Visited Gastrointestinal and Liver services on January 2024
Review titled The Royal London Hospital
Replied on 16 January 2024
Dear Sarah McKiernan Thank you for taking the time to send us such positive feedback about your experience at Royal London Hospital. We were pleased that you found staff to be kind, supportive, efficient, reassuring, calm, and provided excellent care. It is most rewarding to learn that you were treated with dignity which falls in line with our values that includes providing safe and compassionate care to our patients. We will share your kind words with the team who we know will be happy to receive this. Best wishes Central Complaints Team Barts Health NHS Trust
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Review titled ENT do not pick up phone
Rated 2 stars out of 5
by Anonymous - Posted on 31 January 2024
I have been trying to call ENT for over 4 months now, nobody answers the phone. My son is on the waiting list for removal of tonsils and adenoids we have not heard anything and it’s been 6 months now. He is really suffering especially with constant tonsillitis. I have called the family contact centre who also do not have any other contacts for this department. NHS is appealing right now. All I want to know is where my son is on the waiting list.
Visited Ear, Nose & Throat on January 2024
Review titled The Royal London Hospital
Replied on 01 February 2024
Dear Parent Thank you for sharing your feedback. We are sorry that you are having difficulties getting through to the ENT department at Royal London Hospital to obtain information about the length of time your son has to wait for treatment. May we suggest that you contact the Access Issues Resolution Service (AIRS) to assist you in the first instance regarding your query. AIRS is a designated team that manages appointment related issues, and they will liaise with the relevant service on your behalf. They can be contacted on telephone number 020 7767 3205 or 0345 602 9906 (Mon-Fri 08:30-17:00 Excl. Bank Holidays), which is generally the quickest way to access their service. You can also email them at bhnt.airs@nhs.net if this is more convenient for you. Kindest regards Central Complaints Team Barts Health NHS Trust
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Review titled No one care about patients at all
Rated 1 star out of 5
by Natalia Cozlov - Posted on 02 December 2023
I was transferred from Newham Hospital for a MRI, I was really disappointed, in 14 h no one came to do an assessment or see me. No one asked me if I am getting worse. And in one month London Hospital are not able to put a diagnosis or to figure out what I have.
Visited Accident and emergency services on December 2023
Review titled The Royal London Hospital
Replied on 05 December 2023
Dear Natalia Cozlov Thank you for taking the time to share your feedback with us about your care at Royal London Hospital. We are sorry and disappointed that your experience has fallen short of the standard you had expected of us. May we suggest that you liaise with the Patient Family Contact Centre (PFCC) to assist you further with this issue in the first instance? They will be able to follow this up with the service on your behalf and feedback accordingly. You can contact them via email to bartshealth.familycontact@nhs.net or by Tel. No. 020 359 42040. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Poor communication
Rated 2 stars out of 5
by Rosie S - Posted on 01 February 2024
The care I experienced at The Royal London before and during my operation was good, however the communication after my mole removal was extremely poor. I was due for an in-person appointment to discuss the results of my biopsy on Mon 8th Jan, and even received a text reminder about the appointment the Friday before. However upon arrival, I was told my appointment was cancelled. The receptionist was unhelpful and advised me to call the dematology number to rebook, which I did, however I tried multiple times on multiple days and could never get through. I ended up finding an email for the hospital online after much searching, and my query was passed onto the Access Issues Resolutions Centre department. I was supposed to hear back from them within five days, however I did not hear anything in this time. I called the the Access Issues department and it rang for ten minutes - once they picked up, a kind employee was able to locate my record and forward me via email the letter I never received regarding my results. Overall disappointed and left upset following my experience.
Visited Dermatology on November 2023
Review titled The Royal London Hospital
Replied on 06 February 2024
Dear Rosie S Thank you for taking the time to share your feedback. We are saddened, disappointed and sorry that your experience has fallen short of the standard we expect for our patients. We would welcome the opportunity for the concerns you have raised to be looked into and the outcome shared with you. If you would like for this to happen, you can email the Royal London Hospital Site Governance Team at rlhcomplaints.bartshealth@nhs.net with as much information as possible, including your NHS or hospital number, contact number, address, and date of birth. This will allow the service to locate your details on the system. In the meantime, please be advised that we will be sharing your comments with the service, as it is important that they are made aware of your experience and the impact this had. Kindest regards Central Complaints Team Barts Health NHS Trust
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Review titled Bed issue on kids ward
Rated 2 stars out of 5
by Anonymous - Posted on 21 November 2023
My son who is 2 has a surgery booked from months before for today. We arrived at the hospital at the correct ward 6b. I was told to go up to ward 7e then was told to go to ward 7d as none of the wards had bed available for my son. Im still in the ward over 2 hours and i just got left in the play room with no room my son has been told to stop eating from 7:20am and surgery is delayed because of no bed availability. I asked the nurse she doesnt know when it will be ready either. Absolutely ridiculous my son hes sleepy and im trying to out him to sleep in his buggy in a play room!!!!
Visited Paediatric Surgery on November 2023
Review titled The Royal London Hospital
Replied on 22 November 2023
Dear Parent Thank you for your feedback about the lack of beds on the Children's ward at Royal London Hospital. We are sorry to learn of you and your son's experience which falls below the standard that we would expect for our patient, and we fully appreciate how upsetting and frustrating this must be. We would suggest that you ask for a senior member of the ward to see if they could provide you with further information. You can also liaise with the team in the Patient Family Contact Centre will be able to assist you with the concerns you have raised, and they can be contacted on Tel. No. 0203 594 2040. If you decide to contact them, please have your son's details to hand (i.e. full name, hospital or NHS number, your name and contact number), and provide them with a brief summary of your situation. If it is more convenient for you can do this via email to bartshealth.familycontact@nhs.net Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Brilliant rehab programme!
Rated 5 stars out of 5
by Anonymous - Posted on 17 March 2024
I was under the Rapids Access Acute Rehabilitation programme for 6 weeks, and I would recommend it to anyone. The staff were very nice, knowledgeable and professional. They gave good advice about developing wheelchair skills and, as a result of being on the programme, my physical mobility, balance and flexibility greatly improved.
Visited Physiotherapy on November 2023
Review titled The Royal London Hospital
Replied on 18 March 2024
Dear Patient Thank you for taking the time to share such positive feedback about the Rapids Access Acute Rehabilitation programme at Royal London Hospital. We are pleased that as a result of the advice given you," your physical mobility, balance and flexibility has greatly improved". We will ensure that your feedback is shared with the service who we are sure will be happy to receive your kind words. Best wishes Central Complaints Team Barts Health NHS Trust
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Review titled Extremely poor communication or none
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2023
If you’re trying to contact this department you’re wasting your time. They do not pick up their phones. Tried via switchboard and it’ll be ringing for ages.
Visited Dermatology on November 2023
Review titled The Royal London Hospital
Replied on 09 November 2023
Dear Patient, Thank you for taking time to contact us with feedback about the difficulties have experienced in contacting a department at the 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
Information supplied by Barts Health NHS Trust