St Mary's Hospital (HQ)
Praed Street, London, W2 1NYContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled short & sharp, hung up on me and didn’t give explanations
Rated 2 stars out of 5
by Anonymous - Posted on 16 August 2024
I got a call back from St Mary’s reception and the receptionist was very short and sharp with me from the very beginning, as if her patience was already very low. As the call continued, it turns out I had the wrong number, so she asked for more details about the correct hospital I had intended to call. I told her I intended to call Padding outpatient hospital and she was as silent for a minute before abruptly putting me on hold without telling me what she was doing. When she came back on the line, she didn’t say hello, but just started reading a number at me without any context or explanation about what that number was for. I asked her to repeat the number and asked what it was a mobile for, then I said bye, and she hung the phone up on me without even saying goodbye or asking if I had any more questions. Phone call at 9:25am on Friday 16th August 2023 to the number: 020 3313 4400
Visited Don't know on August 2024
Review titled St Mary's Hospital (HQ)
Replied on 16 August 2024
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologise to you for your experience. If you would like to discuss this matter further, please contact the Patient Advice and Liaison Service (PALS) on either 0203 312 7777 or email imperial.pals@nhs.net .
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Review titled Used to be a good practice. Not anymore.
Rated 2 stars out of 5
by Anonymous - Posted on 07 August 2024
Had gynecological surgery there in May, 2018. Phenomenal staff, right across the board. My recent experience is a huge contrast. Admission took about 6 hours, which didn't surprise me given challenges NHS is facing. It's the way they played Russian roulette with me that made me livid. One would think they assumed I was a homeless person trying stay in hospital, taking up the space of "someone better and more deserving". I'm neither homeless nor financially uncomfortable in any way, but by their line of questioning, they seemed to think my condition was a result of "hanging out and doing drugs" - something, I'm guessing, was triggered by my outward appearance (my apologies for not having been to a makeup artist prior to my visit). It's also an indication of bias against the homeless, which is very worrying. The doctor who admitted me was kind, compassionate and concerned about my condition. The others when I was moved to a ward were busy trying to discharge me before having met me. At least the nurses were kind throughout, though. I wouldn't want any family member here and I pray it will never be the case.
Visited Accident and emergency services on August 2024
Review titled St Mary's Hospital (HQ)
Replied on 07 August 2024
Imperial College Healthcare NHS Trust is very concerned about your posting on NHS Choices and wishes to sincerely apologise to you for the poor experience you have had at St Mary’s Hospital. PALS would really like to look into your concerns further. Please may I ask that you email PALS at imperial.pals@nhs.net or contact 0203 312 7777 Kindest regards Karen Seward PALS Officer
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Review titled Not Good
Rated 1 star out of 5
by Anonymous - Posted on 09 July 2024
What a mixed bag mess at this hospital. Some staff were amazing and others were terrible. Firstly, we had an elective C section and were made to wait from 7:30am to 5pm for the surgery, my partner had not eaten since day before and her blood sugar levels were so low which is just crazy before going into surgery. Secondly, we were put into a post natal ward which was super hot with no air conditioning and a non functioning personal light. Baby was overheating and absolutely no fresh air into the space. Crazy. Thirdly, we had about 3 different opinions on breastfeeding my daughter, introduce formula, wait for baby to be hungry and various styles on delivery of milk. Would I recommend this experience, absolutely not. As mentioned at the start some staff and clearly very well trained which balances things a bit but overall no way near good enough
Visited Maternity services on July 2024
Review titled St Mary's Hospital (HQ)
Replied on 10 July 2024
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologise to you for your experience. If you would like to discuss this matter further, please contact the Patient Advice and Liaison Service (PALS) on either 0203 312 7777 or email imperial.pals@nhs.net . In the meantime I have forwarded your posting to the managers.
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Review titled Great practice, great treatment
Rated 5 stars out of 5
by Johnathan Kol-Bar - Posted on 15 August 2024
I was treated by the team and mainly going through a minor surgery at the imperial college Healthcare nhs trust in prayed street on July 19, 2024 by dr c. c. y. w. He was caring, super professional, and even thou it was under local anastesia, it was very painful. He made sure to be quick and made it as painless as possible. Very good care, very thorough and exceptionally professional. We are all blessed he is part of our health care. Young, promising, and exceptionally good. Thank you , c. j.k.
Visited Don't know on July 2024
Review titled St Mary's Hospital (HQ)
Replied on 16 August 2024
Imperial College Healthcare NHS Trust is delighted to hear your feedback regarding your care and treatment received by the General Surgery Team. Patient Advice and Liaison Service (PALS) have passed on your comments to the relevant service managers. Thank you for taking the time to post your response. We appreciate and value your comments. We wish you well with your recovery.
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Review titled Discharge lounge
Rated 2 stars out of 5
by Aiden - Posted on 31 July 2024
Get told your ready to be discharged so you arrange a suitable lift whilst you wait for medication and the pharmacy leave you waiting in a over heated room with elderly for most the day If ur ready to be dis charged why isn’t any of this correctly put in place
Visited Don't know on July 2024
Review titled St Mary's Hospital (HQ)
Replied on 31 July 2024
Dear Aiden , I am very sorry to read your comments from the NHS Choices web page and I apologise for your poor experience whilst awaiting to be discharged from St Mary’s Hospital. We would really like to speak to you and be able to look into this further. Patient Advice and Liaison Service (PALS) can be contacted on either 0203 312 7777 or email imperial.pals@nhs.net Kind Regards Chris Patient Advice and Liaison Service
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Review titled Great Maternity Department with excellent team
Rated 5 stars out of 5
by Denica Hristova - Posted on 06 July 2024
I recently had an elective C-section at St Mary's and I couldn't have felt happier and in better hands. The whole team, from the nurses, midwives, anesthesiologists and surgeons were so attentive, kind, compassionate and caring, that made my whole pregnancy and birth experience, as comfortable and relaxed as possible. I am particularly grateful to the Senior Nurse, who first admitted us to St Mary's hospital and consistently went above and beyond, demonstrating a genuine commitment to my well-being and recovery. Her kindness and dedication made a profound impact on my experience, and I am deeply grateful for her care and support.
Visited Maternity services on June 2024
Review titled St Mary's Hospital (HQ)
Replied on 08 July 2024
Imperial College Healthcare NHS Trust is delighted to hear that you had a great experience with our Maternity Service at St Mary’s Hospital. Patient Advice and Liaison Service (PALS) has passed on your comments to the Maternity Team. Imperial College Healthcare NHS Trust appreciates and values your comments.
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Review titled Great practice
Rated 5 stars out of 5
by Mo6 - Posted on 09 June 2024
I attend for my guided scan and I was treated by a very experienced doctor . Everything was explained to me before signing and I was happy with the treatment given
Visited Imaging services on June 2024
Review titled St Mary's Hospital (HQ)
Replied on 10 June 2024
Imperial College Healthcare NHS Trust is delighted to hear your feedback regarding your care and treatment received by the Imagine department. Patient Advice and Liaison Service (PALS) have passed on your comments to the relevant service managers. Thank you for taking the time to post your response. We appreciate and value your comments. We wish you well.
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Review titled Irresponsible
Rated 2 stars out of 5
by Khurshed Alam - Posted on 18 May 2024
My visit to St. Mary's A&E after a collapse was a frustrating experience. Despite initial approval for a full examination, after waiting over 8 hours, I only received a blood test and a quick ECG for 30 Sec and only consultation with a nurse who was unable to offer painkillers. They did not do a thorough examination of my hand and back pain, both injured during the fall, coupled with no pain mitigation options, which left me feeling frustrated. They promised me someone would see me for the pain and injury, but no one did. They advised a 3-4 hour wait to see a doctor for pain medication, despite the fact that I had already waited 8 hours with severe back pain and a blood-drawing needle in my hand. Ultimately, they recommended follow-up with my GP for a more thorough check-up, including possibly a longer-term ECG. They did nothing but suck some blood, no medicine, and not even offer paracetamol or wound wipes for my hand injury. It's important to clarify that I left the hospital on their advice and signed a discharge form as they requested. This morning, however, I received an NHS message stating I left the hospital without treatment after assessment against medical advice. Bravo for their technicality—they seem to be bad lawyers instead of good medical practitioners.
Visited Accident and emergency services on May 2024
Review titled St Mary's Hospital (HQ)
Replied on 20 May 2024
Imperial College Healthcare NHS Trust is very concerned about your posting on NHS Choices and wishes to sincerely apologise for your experience in our Accident & Emergency Department at St Mary's hospital. Patient Advice and Liaison Service (PALS) has passed on your comments to the Service Manager. Patient Advice and Liaison Service (PALS) would like to be able to look into this matter on your behalf. We would like to encourage you to contact PALS on either 0203 312 7777 or email imperial.pals@nhs.net
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Review titled First shift and the just the one on night shift
Rated 5 stars out of 5
by Bobby Jackson - Posted on 22 April 2024
First shift nurses and the one on night shift made me feel right at home. They are very young women and I Believe each and every one has found their calling. I wanted so badly to feel less like the ER and night shift nurses made me feel. Those angels on first shift and the one on night shift turned that whole environment around. Im so amazed at these young women. They bring their hearts to work with them. You can feel it. I thank you ladies your awesome. We need more people like you in this world. I love you all. I just don't know what to say. I'm amazed.
Visited Intensive Care on April 2024
Review titled St Mary's Hospital (HQ)
Replied on 22 April 2024
Imperial College Healthcare NHS Trust is delighted to hear your feedback regarding the Emergency care you received. Patient Advice and Liaison Service (PALS) has passed on your comments to the Lead Nurse and Service Manager. Thank you for taking the time to post your response. Imperial College Healthcare NHS Trust appreciates and values your comments
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Review titled Brilliant nursing staff
Rated 5 stars out of 5
by Anne - Posted on 05 May 2024
I attended a&e late Sunday night after the london marathon after hurting myself running. I was able to finish well in time for a medal and raise a lot of money for charity. The staff at a&e could not have been more caring from initial contact to ward staff, xray staff, scanning staff. Although was only in for 3 days they made my stay much better than it could have been. Every member of staff I saw had so much empathy to patients even if some of them were challenging at times. Thankyou all so much for your care and compassion.
Visited Accident and emergency services on April 2024
Review titled St Mary's Hospital (HQ)
Replied on 07 May 2024
Imperial College Healthcare NHS Trust is delighted to hear your feedback regarding the Emergency care you received in our A&E Department at St Mary’s Hospital. Patient Advice and Liaison Service (PALS) has passed on your feedback to the Service Manager for A&E. Thank you for taking the time to post your response. Imperial College Healthcare NHS Trust appreciates and values your comments.
Information supplied by Imperial College Healthcare NHS Trust