University Hospital Lewisham
Lewisham High Street, London, SE13 6LHContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Very bad organised
Rated 1 star out of 5
by Anonymous - Posted on 29 July 2023
I had vascular surgery to remove a cloth from my vein. On the first examine I was given a date but not a hour. I was told the hospital would contact me to give me exact hour but this never happen. I needed to call twice to finally arrange it. On the day of the operation I came in the hospital 30 min earlier. I used to wait 4 hours for this operation in cold room , dressed in a tiny nighty they gave me, provided with a tiny blanket which helped nothing siting on an old uncomfortable chair. 4 hours are turturing in this conditions.
Visited Vascular surgery on July 2023
Review titled University Hospital Lewisham
Replied on 23 August 2023
Dear patient Thank you for your feedback. We are sorry that your experience wasn’t as you had expected, this is not the service we aim to provide to our patients. The Vascular theatre lists run with a high volume of patients that are advised to arrive at different intervals throughout the day. Unfortunately, is hard for the surgeon to predict the exact timings per procedure, as each individual case is unique and may experience complications on the day which can cause the list to overrun. The surgeon reviews and consents the patients booked into the session prior to proceeding to theatre to ensure that the list runs continuously, however you should have been made to feel comfortable in the waiting area. We are sorry that you had such significant delays on the day of your procedure and that the conditions in the waiting area were not satisfactory. We will make enquiries regarding the temperature of the waiting area to ensure that patients are made to feel comfortable prior to surgery. We would like to thank you for your feedback as this helps us to improve the service we provide to our patients. Kind regards Service Manager, General Surgery
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Review titled Colonoscopy - Great Care
Rated 5 stars out of 5
by K Lee - Posted on 03 August 2023
Having done a bowel screening test l was sent a referral for a colonoscopy. From the initial appointment with an amazing nurse who reassured me and booked my colonoscopy for the following week to the actual day of the procedure l can not fault a single member of staff, unfortunately l suffer with white coat syndrome however every member of the team did their utmost to try and keep me as calm as possible I can only thank everyone involved with my care.
Visited Colorectal cancer services on July 2023
Review titled University Hospital Lewisham
Replied on 21 August 2023
Dear patient The Colonoscopy team would like to thank you for the fantastic compliment you have paid them all. Kind regards Patient Experience team
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Review titled Go the extra mile, not
Rated 4 stars out of 5
by Anonymous - Posted on 25 July 2023
The unit I attended was the Ambulatory Care Unit. Two of the reception staff sat and looked at their mobiles for 75% of the time I was there. I could clearly see them and their work stations as I was sitting only a few steps away. From when I was admitted at approx 11am until 1.30pm when I left, both staff members sat gazing at their mobiles doing very little computer work or interaction with patients. One of them a woman chatted and laughed with staff with her mobile in her hand. Very unprofessional. The rest of the staff and my consultant were brilliant. Nursing staff tried to help as much as possible but it was obvious these members of the reception staff were not doing much at all other than surfing their Facebook accounts.
Visited Rheumatology on July 2023
Review titled University Hospital Lewisham
Replied on 22 August 2023
Dear patient Thank you for your feedback. I have shared and discussed this incident with my team and would like to apologise sincerely for the behaviour of those two staff members. This is very unprofessional and I have reiterated that phones must only be used at break times. I am glad that your experience otherwise was positive. Kind regards Ambulatory care unit manager
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Review titled Horrific, dismissive
Rated 1 star out of 5
by Leigh - Posted on 13 May 2024
Experienced unprofessional care from the Obstetrics & Gynaecology dept at Lewisham Hospital relating to a surgery done following a miscarriage. My concerns relating to abnormal post-surgery recovery and scans done at the hospital that supported this concern were not taken seriously. There are some good staff there, but you're done for if the staff don't take their patients and colleagues seriously, which was my experience.
Visited Obstetrics And Gynaecology on July 2023
Review titled University Hospital Lewisham
Replied on 20 May 2024
Dear Leigh. We are very sorry to hear of your negative experience following your surgical management of miscarriage, and we take feedback like this very seriously. If you would like to provide us with your contact details, we would be happy to log this and investigate further.” Kind regards, Sarah Sarah Louise O’Sullivan DipHE, BSc (hons), MSc, RM, Grad.CIEHF, Clinical Governance Manager, Gynaecology, Sexual Health and HIV (cross site)
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Review titled well cared for
Rated 4 stars out of 5
by Anonymous - Posted on 03 July 2023
Had a non-urgent emergency (not bleeding or broken but had to see someone immediately). Was well cared for and treated respectfully by staff at all stages of my experience. The doctor was excellent - she listened fully and considered my individual case rather than just prescribing by rote.
Visited Accident and emergency services on July 2023
Review titled University Hospital Lewisham
Replied on 18 July 2023
Dear patient We are glad you have had such a positive experience. Thank you for your kind comments, these have been shared with the staff in the Emergency Department. Best wishes The Patient Experience Team
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Review titled Very good Audiology Service
Rated 5 stars out of 5
by Carolina Caceci - Posted on 07 July 2023
Inexplicably the Audiology service is not listed. I would like to congratulate all the members of that department for their professionalism and kindness. I have attended 4 times and always the attention was magnificent
Visited Don't know on July 2023
Review titled University Hospital Lewisham
Replied on 18 July 2023
Dear Mrs Caceci Thank you for your kind words, they have been passed on to the team. Best wishes Audiology Manager
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Review titled Ward very well run by senior nurses (day and night)
Rated 5 stars out of 5
by Alexander - Posted on 28 June 2023
Difficult old men calling constantly for attention, which was cheerfully given by nurses who enjoyed their work sufficiently to sing or hum to themselves in spite of the problems they were dealing with. A happy, integrated caring community. Thank you for the trouble you took with my needs.
Visited Haematology on June 2023
Review titled University Hospital Lewisham
Replied on 18 July 2023
Dear Alexander Thank you for your feedback, it is always appreciated when our staff's hard work is acknowledged. Kind regards The Patient Experience Team
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Review titled Good service
Rated 4 stars out of 5
by Anonymous - Posted on 29 June 2023
Have had very positive outcome from attending both Podiatrist team at Lewisham Hospital out patients clinic and local community foot clinic at Downham. Cannot fault their care, commitment and skill in caring for their individual patients needs. Have always felt listened to when explaining what the problem is and have always been explained to about what procedure they are undertaking, to assist in rectifying the problem.
Visited Podiatry on June 2023
Review titled University Hospital Lewisham
Replied on 30 June 2023
Dear patient, Thank you for taking the time to give feedback, we're glad your experience was positive. It is always much appreciated when the hard work and kindness of our staff is acknowledged. kind regards The Patient Experience Team
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Review titled Long wait, unable to contact
by jupitertk53 - Posted on 24 August 2023
I've been waiting for a first appointment since the beginning of the year, and my appointment has finally been booked in for a full year after symptoms started. Presumably this will be a chat, require some tests, and then there will be even more of a wait for a procedure. I have pain that affects my daily life, and when I have tried to call to see if there are any cancellations, the phone just rings and rings then goes dead. The email address for this service, published on Lewisham Hospital's website, bounces back. It might be a great service once you get seen, but so far getting seen is a ridiculously long process and it's impossible to get hold of anyone to help.
Visited May 2023
Provided by Care opinion
Review titled University Hospital Lewisham
Replied on 29 August 2023
Dear patient We are sorry you are having problems contacting the relevant service, unfortunately we cannot tell from your feedback which service that is so we are unable to address your concerns. Please contact the Patient Advice and Liaison Service (PALS) on pals.lewisham@nhs.net with further information so that we can look into the issues you have raised. Thank you Patient Experience Team
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Review titled A&E process needs improvement
Rated 2 stars out of 5
by June Mong Loftin - Posted on 27 May 2023
My husband attended A&E as advised by his chemotherapy nurse as he had a fever and other chemo side effects. We were told chemo patients only need to identify themselves to A&E staff & will be seen immediately. However there was a security guard there who refused to let us through to reception, was very aggressive and didn’t understand the word ‘chemotherapy’. Somehow we managed to get past him and reception asked us to wait while they processed a patient. When it was our turn and my husband got up to walk towards reception the guard rushed forward and kept repeating ‘no, no, no, you have to wait’. Luckily reception ignored him and we were seen. After a 4 hour wait for tests to be done my husband was diagnosed and given a prescription. The attending A&E doctor & nurse was excellent. But Lewisham Hospital your A&E staff need training in triaging patients and in improving their attitude & duty of care. I’m not surprised the hospital’s CQC rating is Requires Improvement.
Visited Accident and emergency services on May 2023
Review titled University Hospital Lewisham
Replied on 30 May 2023
Dear Ms Loftin Thank you for your comments and feedback, I am very sorry to hear about the recent negative experience whilst attending the Emergency Department. Unfortunately our security staff are there to help prevent overcrowding at the reception desks prior to registration and to direct people to the are in which they are trying to reach within the hospital, this was introduced during the Covid pandemic to ensure infection control measures were maintained. The current processes we have in place mean that every patient will need to register with the receptionist who will identify patients who are clinically vulnerable through reasons of current or previous health conditions as per the Royal College of Emergency Medicine Quality Improvement Project for Infection Prevention and Control 2022/2023. Once identified as clinically vulnerable and following a brief consultation with a clinical streamer you may be transferred to an isolation area to await full consultation. In times of high service demand this may vary and time to assessment will be based on clinical acuity with those more acutely unwell taking priority for assessment and management. I’m happy to hear of the excellence of the attending doctor and nurse. Thank you again for your feedback, we will continue to utilise the feedback gained to improve our services. Billy-Joe Fryer Matron – Emergency Department University Hospital Lewisham
Information supplied by Lewisham and Greenwich NHS Trust