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 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
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Review titled Hawthorn ward
Rated 5 stars out of 5
by Kirstin Blanchard - Posted on 05 June 2023
Amazing staff. They looked after my dad so well. Very efficient staff and the ward was so clean. I cannot praise each and every member of the medical staff enough. Very patient and attentive. Thank you so much Hawthorn ward
Visited Don't know on April 2023
Review titled University Hospital Lewisham
Replied on 09 June 2023
Dear Ms Blanchard, Thank you very much for taking the time to let us know about the good care and conditions that you and your dad found on Hawthorn Ward recently. We are always pleased to hear about a positive experience of our services and have pass on your comment to the medical and housekeeping teams. Kind regards, The patient experience team
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Review titled Poor service
Rated 1 star out of 5
by Cornelia Merten - Posted on 23 April 2023
It seems you have to be half dead if attending the a&e/ urgent care department. Then you do not mind if staff do not introduce themselves, do not listen to what you have to say or if you have to wait for hours in a sitting position despite repeatedly advising staff of your increased pain when being in a sitting position. I hope I will never be so poorly that I would not be able to tell anyone that I under no circumstances want to be treated at Lewhisham hospital.
Visited Accident and emergency services on April 2023
University Hospital Lewisham has not yet replied.
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Review titled A&E experience.
Rated 4 stars out of 5
by Anonymous - Posted on 12 May 2023
Sent to A&E by GP. The booking in system was confusing, security guard unhelpful. Was in A&E for 5hrs watched the receptionist staff being abused and threatened. A lady continuously being sick in the middle of the waiting room, with no where for her to go. Toilet was also dirty blood on the floor no soap or hand towels and stunk of urine. Cannot fault the staff that I saw who were very friendly and helpful and I was referred to the ENT department to be seen within two weeks. I had taken a book to read and food and drink as I was pre warned it would be a long wait, unfortunately this is our NHS now.
Visited Accident and emergency services on April 2023
Review titled University Hospital Lewisham
Replied on 30 May 2023
Thank you for sharing your recent experience. We have recently been working to improve the flow and processes of booking into the Emergency Department, I apologise that you found this confusing and we will continue to work on this to improve ease of access for all. The security staff at the entrance have been in place since Covid and are there to manage overcrowding at the reception desks, I’m sorry to hear that you found them unhelpful. I’m really glad to hear that the staff you encountered were friendly and able to give you the help you needed, this is really encouraging given the high pressures we have been experiencing in recent months. Kind regards Matron – Emergency Department University Hospital Lewisham
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Review titled A&E experience.
Rated 4 stars out of 5
by Anonymous - Posted on 12 May 2023
Sent to A&E by GP. The booking in system was confusing, security guard unhelpful. Was in A&E for 5hrs watched the receptionist staff being abused and threatened. A lady continuously being sick in the middle of the waiting room, with no where for her to go. Toilet was also dirty blood on the floor no soap or hand towels and stunk of urine. Cannot fault the staff that I saw who were very friendly and helpful and I was referred to the ENT department to be seen within two weeks. I had taken a book to read and food and drink as I was pre warned it would be a long wait, unfortunately this is our NHS now.
Visited Accident and emergency services on April 2023
Review titled University Hospital Lewisham
Replied on 30 May 2023
Thank you for sharing your recent experience. We have recently been working to improve the flow and processes of booking into the Emergency Department, I apologise that you found this confusing and we will continue to work on this to improve ease of access for all. The security staff at the entrance have been in place since Covid and are there to manage overcrowding at the reception desks, I’m sorry to hear that you found them unhelpful. I’m really glad to hear that the staff you encountered were friendly and able to give you the help you needed, this is really encouraging given the high pressures we have been experiencing in recent months. Kind regards Matron – Emergency Department University Hospital Lewisham
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Review titled Issues like these are why many people suffer unnecessarily
by Frustrated endo patient - Posted on 06 March 2023
July 2022 I was diagnosed with stage 4 endometriosis through laparoscopy I was told the referral was sent to the endometriosis centre in late August. Comes November I ring Lewisham hospital, the secretary apologised and told me they sent the referral after a month, with no correspondence. I had to go to my GP to refer me to Kings College Hospital to urogynaecology, I had my urogynaecology in late Feb when I was finally referred to the endometriosis centre. The secretaries at Lewisham hospital need more training on how to do referrals who repeatedly sent my referral to the wrong email address. It was an incredibly frustrating experience it got to a point where I felt I was doing their job. Issues like these are why many people suffer unnecessarily I could've had a consultation by now but now that probably won't happen for another month or so, plus the waiting list for surgery. I was under severe stress from the whole ordeal and all they had to do was ring Kings College Hospital.
Visited January 2023
Provided by Care opinion
Review titled University Hospital Lewisham
Replied on 24 May 2023
Dear patient, We are sorry to hear about the difficulties you had with your referral. We have fed back your comment to the relevant service as the experience you had is both unacceptable and unhelpful. If you would like us to pursue this further, we would need details of the time and date of your visit. If you do wish us to investigate, please contact PALS by email on pals.lewisham@nhs.net or by phone on 020 8333 3355. Kind regards, Patient Experience
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Review titled very positive attitude of all staff
Rated 5 stars out of 5
by stevie west - Posted on 15 January 2023
new years day was not the best time to break my arm or for 10 ambulences waiting outside the pruh, but going to lewisham hospital was a much better option. Everyone in a&e, cdu although very busy were careing and professional. Also the staff on larch ward during my 11 day stay were superb and I had a safe discharge home.
Visited General Medicine on January 2023
Review titled University Hospital Lewisham
Replied on 24 January 2023
Thank you : so nice to get some lovely feedback especially right now Kind regards Carol Spanswick ED Matron
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Review titled Awful treatment
Rated 1 star out of 5
by Sarah porter - Posted on 12 December 2022
Starved for days waiting for operation only to be cancelled every day Not once been cleaned, pain relief not enough This is mentally traumatic
Visited Don't know on December 2022
Review titled University Hospital Lewisham
Replied on 13 December 2022
Dear Sarah Sorry for your experience at University Hospital Lewisham. Please can you provide more information where your received your treatment i.e which ward or department. Kind Regards Morrine Sooman Patient Experience
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Review titled Thank you for your care
Rated 5 stars out of 5
by Jane Avcu - Posted on 06 December 2022
Not clear about the purpose of the security guard or the walk through security gate. Security guard did help some people. There is no system to send the next number through to the receptionists. This caused a waste of some of the receptionists time on occassions. Receptionists were very pleasant. Good to have a friendly reception. The nurse I saw was wonderful, put you at your ease and was comforting and friendly. Xray service was very quick and efficient. Getting back through the door into the assessment area wasn't the easiest! But someone let me through eventually. Knowing the pressure on the NHS at the moment I was very pleased to be seen. I had checked in with 111 first to make sure I should go and was dealt with from arrival to departure pleasantly. All questions answered. A total time of 3 hours. Thank you NHS.
Visited Accident and emergency services on December 2022
Review titled University Hospital Lewisham
Replied on 09 December 2022
Thank you so much for your comments and feedback . The department is under huge pressure so it’s lovely to know that we can meet patients needs and that we were able to help you The security staff at the front have been in place since Covid and help to manage avoid overcrowding at the reception desks . I’m afraid the security scanner is to pick up metal objects and this is for the safety of our staff and patients . This was a trust initiative and in response to some serious security incidents towards staff Carol Spanswick Emergency Department Matron
Information supplied by Lewisham and Greenwich NHS Trust