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 Pathetic
Rated 2 stars out of 5
by Anonymous - Posted on 07 February 2023
My father is disabled with huge mobility issues. Walks at a snails pace dragging a leg. He went to an appointment with fracture clinic for 9.30. Obviously woke up early and left early to get there. Only to find out his appointment was cancelled! No phone call, no letter, nothing! He was very angry on reception. He can’t help it as he has a sist on his spine that affects his brain, and situations like this make his anger heightened. You can’t have 100s in a day for the Orthopaedics who are 70 and disabled, that you can’t make a curtesy call to see if this elderly person is aware or not of a cancellation! Not sure what is going on there, but get it together admin! I have worked for public service as Admin myself, if I had a list of patients, and thought a few could be quickly checked, I personally would take time out to quickly ring the vulnerable. My father said the person on reception did apologise but it wasn’t his fault, as he is not in that department. None the less, instead of my dad going to an appointment first thing, dragging his depleted body there and be seen, it was for nothing. We the family are mad as he went in his own trying to keep his independence…
Visited Orthopaedics on February 2023
Review titled The Royal London Hospital
Replied on 08 February 2023
Dear Relative Thank you for taking time to contact us with your feedback. We were very disappointed and sorry to learn that your father had a wasted journey to hospital because he was not notified that his appointment had been cancelled. We fully appreciate how upsetting and frustrating this would have been for him and the family. We would welcome the opportunity to look into this further and provide feedback 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 your details, your father’s details i.e., hospital or NHS, number, full name etc. and a summary of your father’s experience (as they will not have access to your online review) which you can send via email to bartshealth.familycontact@nhs.net. You can also contact them by telephone on 0203 594 2040 for further guidance and support. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled fantastic staff
Rated 5 stars out of 5
by martina feeney - Posted on 07 March 2023
i was admitted for a tkr, having never been in hospital before i was very nervous, but from day 1 and the full week i was there, i felt safe comfortable and at ease at all times, all the staff surgeons dinner ladies ect could not have been more attentive, the staff on ward 3d are all fantastic, nothing was too much for them, i am home now doing well, i would like to thank them all ,,
Visited Orthopaedics on February 2023
Review titled The Royal London Hospital
Replied on 08 March 2023
Dear Martina Feeney Thank you for taking the time to share your feedback about your stay at Royal London Hospital. It is always rewarding to learn that our staff provided patient centred care but more importantly they made you "feel safe, comfortable and at ease" throughout. We are pleased that experience was so positive, and hope you continue to do well. 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 Worst patient care
Rated 1 star out of 5
by Victoria - Posted on 24 February 2023
This hospital is absolutely terrible I have been crying in unbearable pain for over 24 hours and the nurses here treat you as a problem rather than a patient . They don’t want to listen to you they neglect your medical needs and care and would rather sit and their desks on their phone than help patients they made me feel so demoralised as a person and made me to be even more unwell they don’t want to listen and have no care towards any patient at all . Before being admitted I was left on the floor of a+e for over 24 hours . The staff there are very unprofessional I heard a staff member on duty go into a room to phone her dad to complain how a patient smelt . This hospital is absolutely awful. I dread having to come here with the way they treat people . They make me feel so small and like a problem for asking for help
Visited Don't know on February 2023
Review titled The Royal London Hospital
Replied on 27 February 2023
Dear Victoria Thank you for taking to contact us with your feedback about your care at Royal London Hospital. What you have described falls below the standards we aspire to here at Barts Health NHS Trust. No patient should be left feeling that way that you have expressed and for this we apologise. We would very much to offer support to have this looked into and would suggest that you contact the Patient Family Contact Centre on site to assist you further. You can do this via email to bartshealth.familycontact@nhs.net, or by telephone on 0203 594 2040. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Deep Concerns to the total lack of care
Rated 3 stars out of 5
by TIMOTHY KEVIN MUNROE - Posted on 21 February 2023
My 88 yrs Mother was strongly advised to be admitted to the Royal London by an Ambulance crew having low oxygen levels on calling on her at home. She was rushed to a & e on Sunday 19th Feb, although stated an urgent case she still remains in a & e on oxygen awaiting to go onto the Respiratory ward on the floor above no bed available as claimed , she is diabetic, has swollen legs and hasn't eaten for 2 days. Has it got to this state is the capital city or doesn't she matter. The family my sister are having to stay around the clock to ensure she is safe, not is worst than the 3rd world, how is such madness allowed. K.Munroe son of Mrs. E.Munroe
Visited Respiratory Medicine on February 2023
Review titled The Royal London Hospital
Replied on 21 February 2023
Dear family Thank you for taking time to contact us with feedback following your mother's recent admission 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 Poor Experience
Rated 1 star out of 5
by Anonymous - Posted on 21 February 2023
I was due to have surgery on an aneurysm, however I found out the operation was cancelled, just 4 days beforehand, without notification nor explanation. I have since found out it was cancelled due to 'administrative error'... Unbelievable! I have called numerous different numbers to find out if it has been rescheduled but no one seems to know anything and they keep sending me back and forth between different departments. I am incredibly stressed out by this whole situation!! And I am very disappointed in the absolute lack of communication I have had. What am I meant to do? Very, very unhappy.
Visited Vascular surgery on February 2023
Review titled The Royal London Hospital
Replied on 21 February 2023
Dear patient Thank you taking the time to share your feedback following your contact at The Royal London Hospital. We are sorry and disappointed that your experience fell below the standards we aspire to, here at Barts Health NHS Trust. We would welcome the opportunity to look into this in a more detailed and personalised way; if you would like this happen, please liaise with the PALS Team on site. Kindly note that you will need to provide them with your NHS or hospital number, full name, date attended, contact number (would also be useful) and a summary so that they can ensure that the correct episode is reviewed. They can be contacted by email address bartshealth.familycontact@nhs.net Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Awful experience
Rated 1 star out of 5
by Anonymous - Posted on 02 March 2023
I went to the emergency with excruciating pain and even though they told me the waiting time was of 2 hours, I had to wait 5 hours to see a doctor in a waiting room that didn’t have enough chairs (I had to sit on the floor for some of the time), it was freezing and expending machines weren’t working to get water. In top of all, the head of the emergency went out and said that if it wasn’t urgent we should leave. I think it is common sense that if people go the emergency it is because that can’t wait any longer. At the end I was diagnosed with a kidney infection so I’m glad I didn’t listen to the doctor and somehow managed to put up with the waiting feeling so bad. Otherwise I might had ended up with kidney damage at the age of 31. Of course they didn’t give me any painkillers to help me with going back home (I could nearly walk) so I had to continue in awful pain going around London to get my medications
Visited Accident and emergency services on February 2023
Review titled The Royal London Hospital
Replied on 03 March 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 Impeccable and faultless nursing care ward 9 E Urology
Rated 5 stars out of 5
by Anonymous - Posted on 22 March 2023
Outstanding service from the nursing team in Ward 9 E , was kept informed and received the most reassuring and kind nursing care from the ward manager to all her very attentive nursing staff. The bedside manner from all the staff is exceptional, a place where you feel really cared for. I truly couldn't have asked for more , and this is coming from another healthcare professional herself. The overall quality of my experience was of the highest standard - True professionalism , with a duty of care that goes well beyond my expectations , ensuring patient safety and comfort. The ward manager - a true shining example to the nursing profession and NHS ! Thanks for everything.
Visited Urology on February 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 Waiting for an appointment
by scoreboardmf44 - Posted on 20 April 2023
Firstly the dept/section don’t answer the phones. Going back to 2021 I have had two kidney stones. I am a resident in Redbridge borough however I want to be seen at Royal London hospital. My GP have done their best to refer me to Royal London hospital using the electronic system as advised. A private doctor has also written to them advising them to see me at Royal London but I am still waiting for a response or for them to add me to the system so I can be seen at a hospital of my choice.
Visited January 2023
Provided by Care opinion
Review titled The Royal London Hospital
Replied on 20 April 2023
Dear scoreboardmf44 Dear Patient Thank you for taking time to contact us with feedback following your referral 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 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
Provided by Care opinion
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Review titled Cancel urgent referral no reason
Rated 2 stars out of 5
by Anonymous - Posted on 16 January 2023
Urgent referral by GP in May 2022. Appointment letter dated Nov 18th received mid December for appointment Jan. 20, 2023. Called Jan.16, 2023 to be told appointment cancelled. No reason given. No new appointment. So much for "urgent" referrals. No GP appt available for 4 weeks! Hate to think what happens if not urgent.
Visited Ear, Nose & Throat on January 2023
Review titled The Royal London Hospital
Replied on 16 January 2023
Dear patient Thank you taking the time to share your feedback following your recent contact at The Royal London Hospital. We are sorry and disappointed that your experience fell below the standards we aspire to, here at Barts Health NHS Trust. We would welcome the opportunity to look into this and if you would like this happen, please liaise with our Access Issue Resolution Service( AIRS). Kindly note that you will need to provide them with your NHS or hospital number, full name, contact number (would also be useful) and a summary so that they can ensure that the correct episode is reviewed. They can be contacted by email address bhnt.AIRS@nhs.net and Tel. No. 0345 602 9906 Kind regards Central Complaints Team
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Review titled Great children’s A&E
Rated 4 stars out of 5
by Holly - Posted on 12 December 2022
Honestly staff are so lovely here, they are clearly worked hard and under pressure but they treated my son with such kindness and were so informative every step of the way! Keeping us fully up to date and informed of everything they were testing and looking for. I’m honestly so grateful to everyone who saw him and helped him! You’re kindness and information helped us so much!
Visited Accident and emergency services on December 2022
Review titled The Royal London Hospital
Replied on 13 December 2022
Dear Holly 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
Information supplied by Barts Health NHS Trust