St Mary's Hospital (HQ)
Praed Street, London, W2 1NYContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled very bad experience
Rated 1 star out of 5
by suraya raza - Posted on 07 September 2024
was moved to st Mary’s antenatal ward from queen charlotte, and it’s very very bad. The ward is dirty. Toilets and showers filthy. Very noisy so no sleep. Nurses outside the beds talking loud, it’s the worst experience. Queen Charlotte is 10/10 St Mary’s 0/10
Visited Maternity services on September 2024
St Mary's Hospital (HQ) has not yet replied.
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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 Ignored. Didn't receive any help. Indifferent attitude of medical staff.
Rated 1 star out of 5
by Mariia - Posted on 01 September 2024
I have never encountered such a heartless attitude. I was brought by ambulance in a lying position, on August 30, 2024 at 17.00. I was promised that I would be given a lying place, since I felt terrible. I had severe poisoning, possibly caused by a virus. I had a very bad stomach ache, there was also severe vomiting from which I was already choking because I could not control it and diarrhea, a high temperature, I was freezing and had a lot of pain and dizziness. The ambulance was able to bring down the temperature and stop vomiting with medication, but not for long. When they brought me to the hospital, they sat me down on a chair and said that they would help me. I sat on the chair for about 2 hours, I was not given the help I needed. The pain in my stomach was unbearable and after a while I lay down right on the floor next to the chair. After some time they came up to me and measured my blood pressure, making sure that my heart was beating, they asked me to return to the chair again, since it was not allowed to lie on the floor. I cried from the pain and tried to explain that I needed to lie down. In response, I only received ignoring. An hour later, I called my husband to tell him the situation and ask him to call me a taxi, since my condition was worsening. I was very afraid that I would start vomiting again along with diarrhea and no one would help me here. Having heard my conversation, the medical staff decided to take blood from me. Unfortunately, the nurse did not use the catheter that the ambulance installed. They took blood from a new place on my other arm. I already believed that they would help me, that they were paying attention to me. But they still ignored me. Another hour passed, I could no longer remain lying on the floor and decided to go home, I told the medical staff about this and asked them to remove the catheter from my arm. They refused to remove the catheter from my arm. Unfortunately, the needle was installed on the bend of my elbow, which made it difficult to bend. I had to pull the needle out myself. The medical staff, without helping me, kindly showed me where the exit from the hospital was. When I got home, I started vomiting again, diarrhea, my temperature rose and my condition worsened. My husband had to go to the Boots store for medications; the pharmacies were already closed by that time. I am still in a bad bedridden condition. I suffer from nausea, diarrhea and high temperature. I have pain all over my body and bones.
Visited Don't know on August 2024
Review titled St Mary's Hospital (HQ)
Replied on 03 September 2024
Imperial College Healthcare NHS Trust is very concerned about your posting on NHS Choices and wishes to sincerely apologise to you for the experience you have had at St Mary’s Hospital. PALS would like to look into your concerns. Please may I ask that you email PALS at imperial.pals@nhs.net or contact 0203 312 7777
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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 Disappointing poor quality service
Rated 3 stars out of 5
by DARREN JAMES GAVIN ARCHIBALD - Posted on 02 September 2024
We seriously need a overhaul of the nurse training provision and if it means going back to former models which indeed was notably rated excellent under the former vocational training programmes. This format of training was school based in house and practically at the bedside under the guidance of very experienced nursing sisters and staff nurses. Nurses were taught to be diligent, vigilant and prepared for any eventuality. What they were foremost taught was the founding Florence nightingale principle, is that good recuperation depends on cleanliness, good ventilation, encouraging a good diet and a ambient environment conducive to the patients well - being needs. Whether l was alone in my experience is dependent on feedback from other patients. In all honesty, tried my hardest to be best understanding in that service provision is hampered by financial constraints, but when it reaches the point where patient safety is severely compromised then my activist voice kicks in. l would like the opportunity to discuss my care with an appropriate person as l felt vulnerable whilst on the ward and believe have come to harm as a consequence.
Visited Vascular surgery on July 2024
Review titled St Mary's Hospital (HQ)
Replied on 03 September 2024
Imperial College Healthcare NHS Trust is very concerned about your posting on NHS Choices and wishes to apologise to you for the experience you had at St Mary’s Hospital. 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 0202 312 7777 or email imperial.pals@nhs.net
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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.
Information supplied by Imperial College Healthcare NHS Trust