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 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
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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
Information supplied by Barts Health NHS Trust