The Royal London Hospital
Whitechapel Road, Whitechapel, London, E1 1FRContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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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
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Review titled Compassionate staff and fantastic facilities
Rated 5 stars out of 5
by L E - Posted on 18 July 2023
We were transferred here after there were not surgeons available in our local hospital to perform an emergency operation on our 2 year old. I was blown away by the attention to detail for kids’ from the ‘play team’ and different rooms children have to entertain themselves. Despite being stretched, the staff kept up informed the whole time and ensured they responded quickly to any concerns about our son’s condition. Amazing staff and who are worth their weight in gold…
Visited Paediatric Surgery on July 2023
Review titled The Royal London Hospital
Replied on 19 July 2023
Dear L E Thank you for taking the time to share such positive feedback regarding your son's experience at Royal London Hospital. We are pleased that you were impressed with the service and environment. We will ensure that your kind words are shared with the team. Best wishes to you Central Complaints Team Barts Health NHS Trust
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Review titled Amazing staff but no one picks up the phone
Rated 4 stars out of 5
by Henrietta Johns - Posted on 10 August 2023
I had a skin biopsy over 6 weeks ago, the plastic surgeon and nurses were amazing and I would highly recommend them. My problem is regarding my results. I waited 6 weeks to be contacted with my results, I didn't hear anything so I called the number I was given. I was told my a lovely receptionist that my results are in but she can't speak to me about them, and she gave me the landline and mobile number of a Skin Cancer Clinical Nurse and told me to call her to get my results. I have called both these numbers multiple times for the last 4/5 days and it has never once been answered. I've called every number I can find for the dermatology department, they all ring out and no one answers. I have left multiple voicemails just asking to get my results and no one calls me back. Again, everyone I have seen at the hospital was amazing, I would just love to talk to someone about the results.
Visited Dermatology on July 2023
Review titled The Royal London Hospital
Replied on 11 August 2023
Dear Henrietta 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. Please liaise with our PALS 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 Excellent practice
Rated 5 stars out of 5
by Dr F.G.Subi - Posted on 29 June 2023
My son had an allergic reactions to nuts. All the staff was impeccably professional, effective and extremely caring and kind.
Visited Accident and emergency services on June 2023
Review titled The Royal London Hospital
Replied on 30 June 2023
Dear Dr F.G.Subi, Thank you very much for taking the time to provide such positive feedback about the care your son received from the Royal London Hospital. We will ensure this is shared with the team who will be very happy to receive your kind comments. Kind regards Central Complaints Team
Information supplied by Barts Health NHS Trust