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 Such care, speed and efficient diagnosis
Rated 5 stars out of 5
by Anonymous - Posted on 22 April 2023
|Suffering from breathing problems/bronchial infection/asthma I attended A&E on 16 April. After speedy triage I was sent to the ATC and seen by a sympathetic and extremely competent doctor (a woman), who took time to examine me, explain her diagnosis, answer questions and proscribe. She was utterly brilliant and after 5 days of medication, I am recovering. Most grateful if this could be passed on to the doctor I saw.
Visited Accident and emergency services on April 2023
Review titled The Royal London Hospital
Replied on 24 April 2023
Dear Patient Thank you for taking the time to share such positive feedback following your recent attendance to the Accident & Emergency Department at Royal London Hospital. We are very happy that your seen quickly and that the doctor who treated you provided excellent care. In order for us to ensure that this is shared with the specific doctor as you have requested, please can you contact the Patient Family Contact Centre (PFCC) and provide them with your patient identifiable information (NHS or hospital number), so they can identify the name of the doctor who cared for you? Kindly note that you will have to specify to them when you left your comments, date/approximate time you attended the hospital, also if you could confirm if the doctor was in the UTC (managed by Tower Hamlets GP Care Group) rather than A&E so that they can link the information provided with the correct feedback received and direct accordingly. We are aware that this information cannot be given via the NHS Website feedback platform so if you email PFCC at bartshealth.familycontact@nhs.net with the details that would be most appreciated. In the meantime, this will be shared with the department. Kindest regards Central Complaints Team Barts Health NHS Trust
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Review titled Contradictory servuce
Rated 4 stars out of 5
by Asta - Posted on 13 January 2024
Delivery unit staff was amazing, very helpfull, suportive and understanding. And apologized for experience before they took me in. On the other hand, the service I got at the maternity triage, before getting into delivery unit, was very cold and indifferent. My 1st birth was spontanious, however nurse on duty decided to stick to the books and I was asked to leave as she assumed it will take me hours before delivery starts. She wasn’t even keed on checking me. The last time I was asked to leave just by luck my waters broke and the birth started while I was still in hospital premises and managed to come back to the triage. Before getting upstairs, I had to send my friend to triage to show photo as evidence that my waters really broke. I was taken back in still with indifferent attitude and was still asked to leave shortly and only when we finally convinced her to prep me for epidural, which I signed for from the start of my pregnancy, but it wasn’t even considered untill we brought it up, nurse checked me and realiased I am actually pushing not just contracting, if it wasn’t for it I would have given birth in a taxi, lift or triage. So 2 hours nurse was convincing me to leave and wasn’t checking checking me after my waters broke just because “ I am 1st time mum and this is just the start of labour” where in reality I was pushing… So delivery unit great, thanks them for their work! and experience prior that not the best, they definetly could do better.
Visited Maternity services on April 2023
Review titled The Royal London Hospital
Replied on 16 January 2024
Dear Asta Thank you for taking time to contact us with your feedback about Royal London Hospital. It was disappointing to read that aspects of your experience were less than satisfactory, but we are pleased that the care provided in the Delivery Unit was much better and, in your words, "great". We will ensure that your comments are shared with the service as it is important that they are made aware of both your positive and negative experiences, and where appropriate make improvements. If you would like for the service to look into this in more detail and provide you with feedback, please liaise with the team in the Family Contact Centre who will be able to assist you further. You will need to provide them with your contact details (including your hospital or NHS number) and a detailed summary of the concern to be looked into. You can do this via emailing them at bartshealth.familycontact@nhs.net or by telephone on 0203 594 2040 quoting - Comment reference number:1738900, so that they link your further communication to your feedback. Best wishes to you Central Complaints Team Barts Health NHS Trust
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Review titled Excellent patient service
Rated 5 stars out of 5
by Antonella Stravoravdi - Posted on 06 November 2023
I was in the hospital between April to October and I'm grateful to all the doctors, nurses healthcare staff and volunteers who looked after me, especially the ones from wards 4e&f, 12c,12d,12f. A huge thanks to my lead consultant for saving my life. Outstanding patient service from all involved! Honest, caring and professional. Keep up the great work!
Visited Major trauma on April 2023
Review titled The Royal London Hospital
Replied on 07 November 2023
Dear Antonella Stravoravdi Thank you for taking the time to share such positive feedback about the lead consultant, doctors, nurses, healthcare staff and volunteers who looked after you at Royal London Hospital. It heartening to learn that you received "outstanding patient service" and that all staff involved in your care were "honest, caring and professional". We will ensure that your kind words are shared with the teams, who we know will be most appreciative. Best wishes to you Central Complaints Team Barts Health NHS Trust
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Review titled Continually Cancelled
Rated 1 star out of 5
by Anonymous - Posted on 25 April 2023
April 2022 - collapsed in front of the urgent treatment center and was ignored by hospital staff. A member of the public assisted me. May 2022 - Urgent referral by GP . October 2022 - Hospital phoned and asked me to cancel the referral as I had not attended for an appointment - I had not received an appointment. Eventually received the "urgent" appointment for Jan 2023 Jan 2023 appointment cancelled 3 days before. I was sent another appointment for April 2023. April 2023 - appointment cancelled a week before. I contacted the appointments center and the consultant and said I would not attend. I asked if the cancellation was a clinical or administrative decision - no reply from either. Despite saying I did not want to attend I was sent another appointment for May 2023. From what I can find out the cancellations were administrative and not clinically based but this is unclear. Contacted PALS and was told to contact somewhere else which I did. I was telephoned to confirm I really was not going to attend as lots of people need the appointment - inferring I did not. No attempt was made to deal with delay and multiple cancellations let alone an apology. They just wanted to make sure they had treated me so badly I would not want to attend. Total disgrace.
Visited Ear, Nose & Throat on April 2023
Review titled The Royal London Hospital
Replied on 26 April 2023
Dear Patient Thank you for taking the time to share your feedback about your experience at Royal London Hospital. What you have described falls below the standard that we aspire to here at Barts Health NHS Trust; we are very disappointed and would like to offer you our sincere apologies. We note that you have already been in contact with the PALS Team and would suggest that you contact them again if your concerns have not been resolved to your satisfaction, so that this can be escalated further. Their email address is bartshealth.familycontact@nhs.net. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled No observations done in pedia AE
Rated 1 star out of 5
by Anonymous - Posted on 15 March 2023
I was seen in pediatric a and e then sent to urgent serhices. Been waiting in urgent treatmnet service for 5 hours only to find out jo onvservatipns werr done to a 2 month old baby as a patient!
Visited Children's & Adolescent Services on March 2023
Review titled The Royal London Hospital
Replied on 16 March 2023
Dear Relative Thank you for your feedback about you and your baby's attendance to the Emergency Department at Royal London Hospital. We are sorry to learn of your experience which falls below the standard that we would expect for our patients. We fully appreciate how upsetting and frustrating this must have been. The team in the Patient Family Contact Centre will be able to assist you further with the concerns you have raised. Please provide them with your baby's details (i.e. full name, hospital or NHS number), your name and contact telephone number and a summary of the issue including date you visited via email to bartshealth.familycontact@nhs.net. Alternatively, you can call them on telephone 0203 594 2040. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Incredible A&E Nurse
Rated 5 stars out of 5
by Emily - Posted on 19 April 2023
I was sent to A&E by 111 on Monday 17th April, around 9pm. I’ve had glandular fever for two weeks and my tonsils were so swollen I struggled to stay hydrated, couldn’t eat, and was in a lot of pain. The nurse I saw was very kind and patient with me (I couldn’t speak clearly). Unfortunately I didn’t get his name, but I am very grateful to him. He took a look at my throat and said I needed to see an ENT and get hydrated at urgent care. I hope this review can be passed on to Royal London A&E because this member of staff was excellent and helped calm my anxiety about hospitals. I only waited around 20 minutes to be seen! I am now on antibiotics and feeling significantly better. Thank-you so much for your hard work.
Visited Accident and emergency services on March 2023
Review titled The Royal London Hospital
Replied on 20 April 2023
Dear Emily Thank you for taking the time to share such positive feedback about one of our nurses in the Emergency Department at Royal London Hospital. It is most rewarding for us to learn that this member of staff treated you care and kindness. We will ensure that your kind words are shared with the department who we are sure will be very happy to receive this. Best wishes to you Central Complaints Team Barts Health NHS Trust
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Review titled Best care from both Urology CNS - RLH
Rated 5 stars out of 5
by Anonymous - Posted on 25 March 2023
Been attending the Urology Outpatients for the last few months, and have been truly well looked after by both Urology Clinical nurse specialists at The Royal London Hospital. Their nursing care had be most outstanding and exceptional, cannot fault them at all. The fact that they’re both very approachable and kind and understanding , even at their busiest times, and ensuring they get back to me to answer all my queries does help with my situation. They’ve even managed to sort out the delivery of the things I needed in such a short space of time , their efficient working ethics deserves to be mentioned. Not to forget that the clinical and non clinical staff at 9 E and 9 F have all been commendable. Thanks for all the care that I had received .
Visited Urology on March 2023
Review titled The Royal London Hospital
Replied on 27 March 2023
Dear patient Thank you for taking time to contact us with feedback. We are pleased that you are happy with the care provided at RLH. We value your feedback as its confirmation to staff and the organization of the excellent care provided at Barts Health. We would like to share your kind words with the team that took care of you and would like to request that you email your details to bartshealth.familycontact@nhs.net We look forward to hearing from you Kind regards Central Complaints Team
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Review titled Reassuring
Rated 4 stars out of 5
by Alfie - Posted on 01 April 2023
Went to hospital for an operation on my hand, I was nervous and the nurses and surgeon was explaining everything will be okay and made me feel comfortable, after surgery they was also very caring
Visited Paediatric Surgery on March 2023
Review titled The Royal London Hospital
Replied on 05 April 2023
Dear Alfie Thank you for taking the time to send us your comments following your visit to Royal London Hospital. We are very happy that your experience was positive and that you were made "comfortable", the staff explained what was happening and you felt "cared" for. We will ensure that your feedback is shared with the team. Best wishes to you Central Complaints Team Barts Health NHS Trust
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Review titled Reassuring, compassionate care
Rated 5 stars out of 5
by Anonymous - Posted on 11 March 2023
My partner was taken into hospital at very short notice after falling very ill as a result of undiagnosed Type 1. Her being seen in a&e was quick and efficient, particularly considering current circumstances and pressures on these services. Doctors involved her and myself (her chaperone) in well aimed conversations about her condition and treatment, as young adults the fact that we were not condescended at any point was refreshing. Throughout the five days in hospital the medical and support staff were exceptional, attentive and caring, particular credit to staff in Resus, emergency care and ward 11e. There were a number of staff who did stand out but I won’t name them in line with the review guidance. A huge thank you to everyone who looked after my partner, their care and support has made this life impacting diagnosis so much easier for us!
Visited Diabetic Medicine on March 2023
Review titled The Royal London Hospital
Replied on 13 March 2023
Dear Visitor Thank you for this positive feedback about the staff at Royal London Hospital. We are pleased to learn that your partner received excellent care, support and that you all were kept informed throughout. What you have described with regards to your partner's experience is in line with our Trust's values, and what we would expect from our staff. We will ensure that your kind words are shared with the teams, who we know, will fully appreciate that you have taken the time to send this to us. Best wishes to you and your partner Central Complaints Team Barts Health NHS Trust
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Review titled Chaotic
Rated 2 stars out of 5
by Yasmin - Posted on 14 April 2023
I've had my antenatal appointments at this hospital. Totally chaotic. The midwives and sonographers I have seen have been lovely and professional so no complaints there! However, everything seems really poorly organised. I have had to chase up multiple appointments as they have failed to organise these on time (16w call, 25 week midwife appointment, glucose test). They have also just sent a letter stating that i failed to attend my glucose test (which I attended on the date and time stated) meaning I now need to try to get in touch to hunt down the missing test results. And here lies the problem - it is nearly impossible to get hold of anyone. The phone line is open 9-5 weekdays but 99% of the time you get a busy line, which then disconnects. There is no way to leave a message or join a queue. So I spend my workday, repeatedly calling the number hoping I get lucky. Which can take hours... In addition, letters include multiple different numbers, some of which don't work at all - not helpful but very confusing. They have also given me conflicting information about my exemption form and mat b1 form, so I just ended up sorting it out myself via my GP. A simple queuing system for the phone lines and updated numbers would go a long way to sort some of this out, but really there needs to be better organisation around the booking of appointments and test results.
Visited Obstetrics on March 2023
Review titled The Royal London Hospital
Replied on 18 April 2023
Dear Yasmin 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
Information supplied by Barts Health NHS Trust