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 Horrible to children
Rated 1 star out of 5
by Anonymous - Posted on 27 October 2023
This department is horrible, I was referred by my GP for the ENT department to asses me and put me on a IV drip as I have an extreme case of tonsillitis and I am unable to swallow liquids or solids . They discharged me with pills and didn’t even look at my tonsils they just took my blood test and sent me home . I had no pain relief , no antibiotics or steroids from a IV as the GP had requested and they sent me home after waiting for 5hrs without even seeing me . Horrible department who do not care about their patients. I am only 17
Visited Ear, Nose & Throat on October 2023
Review titled The Royal London Hospital
Replied on 30 October 2023
Dear Patient We sincerely appreciate your valuable feedback regarding your recent visit to the Royal London Hospital. It is evident from your account that your experience did not meet the high standards we strive for at Barts Health NHS Trust and for this we apologise. When things do not go as well as it should have, it is important that we take the lessons and learn from them. We would welcome the opportunity to look into this matter and if you would like this to happen, please liaise with the Patient Family Contact Centre (PFCC) either via Tel No. O203 594 2040 or email address - bartshealth.familycontact@nhs.net. Please ensure that you provide your hospital or NHS number, date of birth and a contact number when reaching out. Thank you again for sharing your feedback which we have taken very seriously. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Can't make contact with plastics secretary
Rated 3 stars out of 5
by Anonymous - Posted on 03 November 2023
Last week I dislocated my knee on my way to my MRI scan arranged by plastics. On my journey I disclocated my knee. I decided to call an uber home as I was limping as I had no one to help me to my appointment. I tried to call the hospital to notify them but it took hours to get through as no one was answering my call but I didnt give up. Finally when I got through they apologised as they said all scan depts are having major phone issues and I have been discharged. I explained what had happened and was told that I would have to contact the plastics secretary to get reinstated and put back on the list. I called the plastics secretary and after an hour she picked up and said she would have me put straight back on and to call MRI to rebook my appointment in a few days. I have been calling for hours everyday directly and via switchboard to explain that the MRI dept says they cannot see me on their list but no one is answering. I have been calling for 4 days now for hours and my anxiety is getting worse being on the phone for so long feeling like no one will help me fix this. So many hours, stress and anxiety to fix one thing. Why is there even an option given out by a hospital member to contact the doctors secretary if no one will answer?
Visited Plastic surgery on October 2023
Review titled The Royal London Hospital
Replied on 06 November 2023
Dear Patient Thank you for taking the time to share your feedback. It is clear that we have failed to meet the standards that you would have expected from Royal London Hospital, for which we apologise. We have a dedicated to team called Access Issues Resolution Service (AIRS) who assist patients with appointment related issues (by liaising with the relevant service on your behalf), and we would suggest that you contact them to support you in the first instance. If you would like to use this service, you can contact them via email address - bhnt.airs@nhs.net, or telephone numbers 0207 767 3205 or 0345 602 9906. Please ensure that you provide your NHS or hospital number when making contact as this will make it easier for the service to locate your information. We will ensure that your comment is shared with the service, as it is important that they are made aware of the difficulties you are experiencing and the "stress and anxiety" this situation has caused. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Unable to contact Antenatal Clinic by phone
by Tahmina - Posted on 22 September 2023
I had a glucose tolerance test booked for this week which I was unable to attend due to my son getting chicken pox. I tried calling every possible number available under the sun for this department to rearrange, even the Royal London switchboard and no answer. This department is unbelievable, considering when you actually go to the clinic there are numerous people working at the office but not even one call is getting picked up. The number I called was the one given on my maternity book and I even tried the numbers on the websites as well.
Visited September 2023
Provided by Care opinion
Review titled The Royal London Hospital
Replied on 25 September 2023
Dear Tahmina We sincerely appreciate you taking the time to provide feedback, from which we are disappointed to hear about the challenges you have faced in reaching the antenatal clinic at Royal London Hospital (RLH). We acknowledge how frustrating and distressing this must have been for you and want to extend our apologies for any inconvenience caused. If you are still encountering difficulties accessing the service, we recommend you contact the Access Issues Resolution Service (AIRS) who deal with appointment issues across the Trust on Tel. 0207767 3205 or 0345 60 299 06 (Mon-Fri 08:30-17:00 Excl. Bank Holiday) - Email: BHNT.AIRS@nhs.net to assist you further. Kindly ensure that you have your NHS or Hospital number available when contacting the department as this will allow the service to locate your information quicker. We are also providing details for the PALS Team at RLH - 0203 594 2040 and email address bartshealth.familycontact@nhs.net, which is another team that can support you. Best wishes Central Complaints Team Barts Health NHS Trust
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Review titled Wonderful Staff and Service
Rated 5 stars out of 5
by Anonymous - Posted on 10 September 2023
I was moved throughout the hospital promptly, the staff and service were wonderful, I could not ask for more. Every possible risk was assessed.
Visited Infectious Diseases on September 2023
Review titled The Royal London Hospital
Replied on 11 September 2023
Dear Patient Thank you for taking the time to share such positive feedback about your experience at Royal London Hospital. We are so pleased that you found both the staff and the service "wonderful". We would like to ensure that your kind words are shared with the relevant team/s and would appreciate if you could let us know which service you attended. You can send the details to the Royal London Hospital Site Team email address at rlhcomplaints.bartshealth@nhs.net - please add 'Wonderful Staff and Service’ in the subject box so they can link this information with your original feedback. In the meantime, your feedback will be shared with the site team for their information. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Excellent experience
Rated 5 stars out of 5
by Natalie - Posted on 15 August 2023
We were seen as soon as we arrived on the children’s day ward. The doctor we saw was friendly, reassuring and clear. When other staff were unexpectedly needed for assistance (neonatal nurse, anaesthetist and consultant anaesthetist) they arrived quickly and again provided great care. We are very grateful to the team at the hospital. Thank you.
Visited Children's & Adolescent Services on August 2023
Review titled The Royal London Hospital
Replied on 17 August 2023
Dear Natalie, Thank you for taking the time to share your positive feedback about the care you received at the Royal London Hospital. We are pleased that you were treated amazingly by the staff and that they were kind. It is most rewarding when staff are recognised for their hard work, and we know that they will really appreciate receiving your kind words. Once again, we thank you. Central Complaints Team Barts Health NHS Trust
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Review titled Bad communication
Rated 3 stars out of 5
by Anonymous - Posted on 07 August 2023
I have been on call waiting for receptionist to answer my call over 10mins and no answer im afraid service isn't good.
Visited Ear, Nose & Throat on August 2023
Review titled The Royal London Hospital
Replied on 08 August 2023
Dear Patient Thank you for taking the time to share your feedback about the difficulties you experienced trying to get through to one of our services at Royal London Hospital, for which we apologise. Unfortunately, with such large hospitals and high number of patients there are situations when phone waiting times can be a lot longer than we would like. You did not specify which department this relates to, and we would be grateful if you could email the Patient Family Contact Centre (PFCC) with this information so that the concern you have raised can be shared with the relevant service. PFCC email address is bartshealth.familycontact@nhs.net. We do hope that you were eventually able to get through to the service you required. If not, you can raise with PFCC who will be able to assist you further. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Waited in front desk for 45min
Rated 1 star out of 5
by Alameen hussain - Posted on 09 August 2023
Hi I have been sent from the doctor from clinic 3 ti have a ecg test, me and several elderly patients have been waiting in the front desk over 45 min there seems to be no one at the desk, the blood test lady was helpful went looking for the staff but they kept on saying someone will come but it’s coming ti an hour now, no one still ti be seen
Visited Cardiology on August 2023
Review titled The Royal London Hospital
Replied on 11 August 2023
Dear Alameen Thank you for taking the time to send us your feedback on 9 August 2023. We were disappointed to read of your experience in the clinic 3 area at The Royal London Hospital. The issue you have raised is well noted and very important. We will ensure that this is escalated to the service manager, to share with relevant staff. We value the feedback from our patients as this helps us improve our services where appropriate; once again thank you for your comments. Kind regards Central Complaints Team
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Review titled Poor communication and attitude
by victorze39 - Posted on 24 August 2023
My grand-dad is in the Royal London hospital Whitechapel. He was in ward 11F for 4 days. One day we went to see him and then the following morning me and my sister went to see him and he wasn’t in his room. I asked the staff and they said they didn’t know about him and asked why had we looked into that room without asking us about him beforehand and started yelling at me in the hospital . There were four more staff standing there appearing to enjoy what was happening . I got so offended and frustrated that they are not willing to help and were yelling at me. I went to my grand dad’s room and his stuff was missing. He had been moved to another ward in the hospital and they said they don’t know. How frustrating is that?
Visited August 2023
Provided by Care opinion
Review titled The Royal London Hospital
Replied on 29 August 2023
Dear Victorze39 Thank you for taking the time to share your feedback about you and sister’s experience when you visited your grand-dad at Royal London Hospital. We are sorry and most disappointed as the attitude and poor communication you have described about the ward staff clearly falls below the standard we would expect. We would welcome the opportunity to have this looked into further and if you wish for this to happen, please contact the PALS team on site. They can be contacted via email (bartshealth.familycontact@nhs.net) where you can provide a more detailed summary of your experience, including any dates, your grand-dad i.e., full name, date of birth, address, hospital or NHS number (so they locate his details on the system) and it would be useful if you also provide your contact number. They will escalate your concerns to the relevant service for follow up. You can also speak to them for further guidance or support via Tel. No. 0203 594 2040. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Very poor service, Avoid at all cost
Rated 1 star out of 5
by Anonymous - Posted on 17 July 2023
This place is terrible, the appointment are very far apart. It’s been over a year I have been referred, first consultant was horrible passive aggressive. Asked if I can have an MRI and refused multiple times, telling me nothing will show up. Every time I went all she did was feel my face. She wrote a letter to my gp saying I need psychological help because I said I can hear my jaw cracking and it gets stuck every time I open it. Confronted her about this and said she will write a letter to retract what she said. Yet she couldn’t apologise to me until I told her to apologise for this. She always kept the door open while I was there which I have to keep asking to close it. Even when she’s was leaving the room she held open while still talking about my treatment. So don’t expect any privacy whatsoever there. I asked for a second opinion or to be referred to Barts Hospital as she was helping me and dismissed what I asked for and said she will ask another consultant to see me. Months and months later I get an appointment which the doctor said he can hear my jaw cracking and will send me for an MRI scan. Informed I would have to wait for months to get the results as it’s another department that analyses the scan. I got an appointment thinking I will get my results and after over a year I will know what’s wrong and what they will do. Got there I was told they didn’t have the results of the scan and I got very upset and said it was an incompetent department which the consultant took an offence to, saying he can refer me to another hospital. No thought of why or the fact that I have every right in saying that. After telling him everything I have been going through with this department and how I haven’t been helped or support and said I was on his department, like it’s any different as it’s still the same place I have been going to for over a year. All he could say was sorry and at one point I looked at the door and it has a glass which I saw a blonde staff member casually putting her ear to the door to listen to my conversation as I was crying. Told to take their email and asked for my number which they should have had at the start. Like anything would change of I have their email of not. Get a new appointment for the 13/7 and said I will not be coming and want my appointment to be on teams or phone call as I don’t trust them,then get a text on 12/7 to say it’s been cancelled because of the Doctor strike. Called the department and asked why can’t the consultant see me, told they have been sent to cover emergencies and there will be no clinic that day. Reassured that they will be having a meeting to do a Saturday clinic and I would be priority. Little did I know it was all lies, knowing full will they had already sent me a letter which came on Saturday for the 10/8. So now I have to wait another month as they don’t care at all about me or what am going through. Don’t waste your time here as your mental health will be affected and will be left with trauma.
Visited Oral and Maxillofacial Surgery on July 2023
Review titled The Royal London Hospital
Replied on 18 July 2023
Dear patient Thank you for taking time to contact us with feedback following your visit to Royal London Hospital. We were very disappointed and sorry to learn that your experience did not match the expectation you had of us. We would welcome the opportunity to look into the concerns you have raised, and feedback to you as appropriate. Should you wish for this to happen, please liaise with the team in the Patient Family Contact Centre. You will need to provide them with of your details i.e. hospital or NHS, number, full name etc. and a more detailed summary of your experience which you can send via email to bartshealth.familycontact@nhs.net. You can also contact them by telephoning 0203 594 2040 for further guidance and support. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Maternity is terrible
Rated 1 star out of 5
by Anonymous - Posted on 05 August 2023
Nobody picks up the call in maternity department. Telephone consultation was in week 16, we are in week 19, nobody calls or takes the call. We went to hospital and they said somebody will call.
Visited Maternity services on July 2023
Review titled The Royal London Hospital
Replied on 07 August 2023
Dear Patient Thank you for taking the time to share your feedback about the difficulties you have been experiencing with regards to the Maternity Service at Royal London Hospital. We are sorry and disappointed to learn that your experience thus far has fallen below the standard you would expect from us. We would welcome the opportunity to assist you with gaining access to the department, and also have the issue you have raised looked into further. If you wish for this to happen, please contact the Patient Family Contact Centre (PFCC) Tel. No. 0203 594 2040. You can also send them an email with your concerns in full (including your details - full name, D.O.B., hospital or NHS number, and contact number), to bartshealth.familycontact@nhs.net which they will escalate to the service for follow up. Kind regards Central Complaints Team Barts Health NHS Trust
Information supplied by Barts Health NHS Trust