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 Totally disorganised and unempathetic
by Anonymous - Posted on 21 August 2024
I was phoned to pick up my father from his knee operation at 4.30pm. Having had the doctor give the all-clear this morning, and having had his bags packed up this afternoon, he was in good spirits. But we were then told as we asked for a porter that the nurse had ordered a final blood test before 4pm which would take an hour. Five hours later, we are still waiting - and there is no urgency, compassion or empathy, as other patients leave. We tried for a self-discharge but the nurse wouldn’t give us the forms, saying a doctor would visit, and they wouldn’t call a porter to transfer to a car. I have been shocked by the lack of organisation and the lack of care from the nurse: they claimed that “none of the blood tests have been done this evening” and “you could be here until tomorrow even” and then claiming that there was nothing she could do about it. She even said that “At least we weren’t taking hospital transport as that could take until midnight” when there was a man in the ward waiting exactly for that - in fact, that man left an hour ago. Spirits couldn’t have got much lower for us: we are trapped here. My father feels forgotten, uncared for and that he has no control over the situation, having been well catered for by consultants and physios in the last four days. Why does the final level of care have to be so appalling? Will we ever get out of here tonight?
Visited Orthopaedics on August 2024
The Royal London Hospital has not yet replied.
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Review titled Excellent service once again in the renal department
Rated 5 stars out of 5
by Rohina - Posted on 18 July 2024
They explained everything to my dad about his dialysis. He was a new starter and was worried but the doctors and good nurses explained everything to him with respect. Thankyou to all the hardworking staff. I know how busy you all are. Great hospital with plenty of toilets and places to eat.
Visited Nephrology on July 2024
Review titled The Royal London Hospital
Replied on 26 July 2024
Dear Rohina, Thank you very much for taking the time to provide such positive feedback about the care your dad received from the renal team. We will ensure this is shared with the team who will be very happy to receive your kind comments. Kind regards Central Complaints Team
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Review titled Professional and efficient treatment
Rated 5 stars out of 5
by Christina - Posted on 26 July 2024
My colonoscopy was carried out by a Team who were professional, efficient and courteous which made the procedure more bearable
Visited Colorectal cancer services on July 2024
Review titled The Royal London Hospital
Replied on 26 July 2024
Dear Christina, Thank you very much for taking the time to provide such positive feedback about the care you received. We will ensure this is shared with the team who will be very happy to receive your kind comments. Kind regards Central Complaints Team
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Review titled Excellent service in the renal ward
Rated 5 stars out of 5
by Rose66 - Posted on 12 July 2024
Thankyou for looking after my dad so well while he was starting dialysis. Each member of staff were professional and helpful. My dad received great care and was treated with dignity. Please ensure he has access to a wheelchair.You are all doing great.
Visited Nephrology on July 2024
Review titled The Royal London Hospital
Replied on 15 July 2024
Dear Rose66 Thank you for your positive feedback about the Renal service at Royal London Hospital. We are very happy that your dad receives excellent care and is treated with dignity by the team. We will ensure that your comment and kind words are shared with the service who we know will appreciate that you have taken the time to compliment their service. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Apointment issue
Rated 2 stars out of 5
by michelle - Posted on 31 July 2024
I would like to file a compliant about my appointment that I had booked in with Royal London Hospital today. Today I was booked for an appointment at 9 30 in the morning at the audiology clinic. I had showed up to the appointment at that specific time however when I showed up at that specific time they informed that I was booked in for the wrong hospital. This had enraged me as they had even sent me a letter regarding this appointment a week before so I don't understand how this misunderstanding could've have been an issue as they could've still informed me during the week . This is an issue as now my appointment is delayed even longer and and this wasted 2 hours of my time . Next time reassure me if my appointments have been changed or they have have booked me in for another clinic so my time isn't wasted . Thank you
Visited Ear, Nose & Throat on July 2024
The Royal London Hospital has not yet replied.
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Review titled Sent back home
Rated 2 stars out of 5
by Lu - Posted on 15 July 2024
At the urgent treatment centre, after I presented myself, I was asked to speak privately to a nurse, and she told me that because I just head throat sore ( not true, I had tonsillitis) since more than one day, was better going to a pharmacy (it was 18:20pm and pharmacies are closed at that time). She told me there was a long queue and it was better for me leaving. I was sick, I needed to be visited, and I ended up been sent home with a pharmacy leaflet
Visited Accident and emergency services on July 2024
Review titled The Royal London Hospital
Replied on 16 July 2024
Dear Lu Thank you for your feedback from which we are sorry that you have had cause to raise concerns about your recent attendance to the Urgent Care Centre (UCC). Although the UCC is based at one of Barts Health NHS Trust's hospital sites, the service is managed by Tower Hamlets GP Care Group (THGPCG). We will ensure that your feedback is shared with them, but if you wish to pursue this matter further you can email them at thgpcg.complaintsandfeedback@nhs.net to take forward. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Excellent Antenatal Appointment
Rated 5 stars out of 5
by Alice Corbett - Posted on 13 June 2024
Today, (28 weeks) we saw an incredible midwife and her lovely student. This was by far the best antenatal appointment we had experienced. I felt exceptionally looked after and listened to, leaving my appointment feeling reassured and positive. Our midwife was incredibly knowledgeable, friendly and generous with her time. We hope to see her again during our pregnancy journey :) Thank you again, Alice and Chris
Visited Maternity services on June 2024
Review titled The Royal London Hospital
Replied on 14 June 2024
Dear Alice and Chris, Thank you for taking the time to share your positive feedback about the care you received from the maternity service at Royal London Hospital. We are pleased that you were treated amazingly by the staff and that they were kind. It is most rewarding when staff are recognised for their hard work, and we know that they will really appreciate receiving your kind words. Once again, we thank you. Central Complaints Team Barts Health NHS Trust
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Review titled 7 cancellations for surgery in less than 3 years
Rated 1 star out of 5
by Luisa - Posted on 08 May 2024
After attending several pre-op assessments without any physical problem today not only I was informed from that I needed some extra assessment but this was done without caring for the surgery date. The reason for the previous pre-op assessments is that my surgery was cancelled already 3 times and this one will be the 4th in 22 months. So, I already heard all the reasons for the cancellations but the one for today is a new one! I have been referred to this hospital in July 2021 for 2 surgeries and so far I only had the first one and a total of 7 cancellations! In 2 of them the prosthetic needed for the surgery was not available and the last occasion it was said it was lost in the hospital! So when I read a previous comment saying: "the lack of organization, communication and basic competence is unacceptable" I couldn't agree more!
Visited Orthopaedics on May 2024
Review titled The Royal London Hospital
Replied on 30 May 2024
Dear Luisa, Dear Patient, Thank you for taking time to contact us with feedback about your experience at Royal London Hospital. We would welcome the opportunity to look into your experience and provide feedback as appropriate. Should you wish for this to happen, please liaise with the PALS Team on site who will be happy to assist you further. They can be contacted on Tel. No 0203 594 2040 or via email to bartshealth.familycontact@nhs.net Kind regards Central Complaints Team
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Review titled Antenatal department - nightmare
by Anonymous - Posted on 17 June 2024
Horrible experience so far with my first pregnancy. First midwife appointment , and the midwife didn’t even know what a “blighted ovum” was (my first miscarriage ) and kept asking me what it is.!!!! Then she couldn’t complete my blood test , she claimed “she didn’t want to poke me again “ and she sent me to another person. And guess what ? Few days later I was informed that one of my bloods was lost so I had to go again and repeat it. Few weeks later I had my first scan - I was waiting for 45 minutes - my bladder was about to explode , i was in discomfort trying to not go to the toilet and risk the scan. My husband and I asked the reception multiple times why we wait while all the people who arrive after us , theyve been already seen and left ! It was just us in the waiting area ! After a long wait and without knowing know what is causing this delay , I did my scan and NIPT blood test. I was told to expect a letter within 2 weeks. It’s been 3 weeks and I only received the letter yesterday. In the meantime , I was so worried so I called the antenatal department who referred me to the Screening department. After another long call and wait as the person who answered the phone couldn’t find my results on the system , some else called me later to confirm that it’s all good. How I’m going to give birth in this environment and with this lack of expertise ? Why you make people scared and stressed when they’re going through such a nice life experience ? So sad
Visited Obstetrics And Gynaecology on May 2024
Review titled The Royal London Hospital
Replied on 04 July 2024
Dear Patient Thank you for taking the time to share your feedback following your first appointment at Royal London Hospital. We are sorry and disappointed that your experience has left you feeling concerned about your future care with us. You may have already had the opportunity to raise this concern with the team but if not and you would like to speak to someone about this, may we suggest that you contact the Patient Family Contact Centre (PFCC) who will be able to support you in arranging this. You can contact PFCC on Tel. 0203 594 2040 or via email to bartshealth.familycontact@nhs.net, kindly quote Comment reference number: 1828586 when making contact and note that you will be asked for your personal details to aid their enquiries. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Pathetic and rude midwives
Rated 1 star out of 5
by Anonymous - Posted on 21 May 2024
I started experiencing contractions 24 hours before and as advised by the community midwife, I timed the contractions and they were coming out to be 3 mins apart. We went to into the hospital (Lotus Birth Centre, Ward 8b) and the midwife in charge was so rude and disrespectful. She instantly started manipulating me and wanted me to go to the triage 6e. From the start, she wanted me to be someone else’s problem, while i was the only patient in the waiting area. Later, she started accusing me for multiple hospital visits (my only visits during the pregnancy were 3 in the triage area), while on the discharge form she marked my prior visits to be “6-10”. This person was highly unprofessional, rude and didn’t want to help me at all. Later, she examined and sent us home rudely and indirectly implying that i shouldn’t come again to the hospital again unless the contractions are much severe. I asked some information about birthing options and she explicitly said: “I’m not the person to ask this information” and went away. During the whole interaction, I felt constantly belittled, accused and talked rudely, all while experiencing severe labour pain at 39 weeks pregnant. It was such pathetic behaviour and there’s no one to check. I feel so helpless and unsure about my delivery and exploring alternative options. Very sad and heartbreaking.
Visited Maternity services on May 2024
Review titled The Royal London Hospital
Replied on 22 May 2024
Dear Patient Thank you for taking time to contact us with feedback about the maternity service at Royal London Hospital. We were very disappointed and sorry to learn that your experience did not match the expectation you had of us. We fully appreciate how upsetting this must have been and 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 Family Contact Centre Team on Site. You will need to provide them with of your details i.e. hospital or NHS, number, full name etc. and a 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
Information supplied by Barts Health NHS Trust