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 Terrible
Rated 1 star out of 5
by Peter - Posted on 16 October 2024
I phoned 111 up to tell them of my pains. They told me they would send an ambulance half an hour later got a phone call to answer same questions Then another half an hour ambulance turned up. Took 10 mins to get to hospital. They then sent me to a& e which i waited 8 hours to be seen. It was a tuesday. So what is friday or saturday like lol
Visited Accident and emergency services on October 2024
Review titled The Royal London Hospital
Replied on 16 October 2024
Dear Peter Thank you for your feedback about the waiting time in the A&E Department at Royal London Hospital. We are sorry and disappointed that your experience did not match the expectation you had of us. We will be sharing your feedback with the service but if you would like for this to be looked into in more detail and outcome feedback to you, please liaise with the Patient Family Contact Centre (PFCC) who will be able to assist you further. You will need to provide them with your full contact details (including your hospital or NHS number) and a detailed summary of the concern to be looked into. You can do this via emailing them at bartshealth.familycontact@nhs.net or by telephone on 0203 594 2040 quoting - Comment reference number:1886430, so that your further contact can be linked to your feedback. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Except for the surgical team, it was a challenge.
Rated 1 star out of 5
by Keegan Shepard - Posted on 16 October 2024
I recently donated a kidney and spent about three days in hospital as an inpatient, during which time I was shocked by the lack of communication, widespread incompetence, and the prolonged periods of pain I was left to endure. The staff, some of the rudest people I’ve encountered, behaved as though they were doing me a favour, often reprimanding me for trivial things. One night nurse even handed me a stack of wet wipes and told me to clean the cannula tubing myself while I was trying to sleep. I anticipated some challenges, but the reality was far worse than expected. On multiple occasions, I had to fetch my own water from the tap, only to be told on my final day by a staff member that the water wasn’t suitable for drinking. This experience has been an eye-opener regarding the National Health Service, and while it was deeply frustrating, I feel it has given me a deeper understanding of some of the system’s issues.
Visited Don't know on October 2024
Review titled The Royal London Hospital
Replied on 25 October 2024
Dear Keegan Shepard, Thank you for taking time to contact us with feedback about your experience at Royal London Hospital. We were very disappointed to learn that your experience did not match the expectation you had of us 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 Chaotic, unprofessional, inept
Rated 1 star out of 5
by James W - Posted on 09 October 2024
I suffered a serious head injury six weeks ago. Have now attended A&E for the third time at Royal London Hospital. The first time because of the initial injury during which no concussion checks were made and after a four hour wait I was sent on my way after a 30 second consultation. The second time 3 days later where there was no radiologist available after I persuaded them to conduct a skull x-ray, the results I still do not have and neither does my General Practitioner. The third today when attending after suffering severe headaches for 4 days and receiving a referral from my General Practitioner I waited 3 hours before deciding to take my chances with no prospect of getting timely help or my x-ray results. No available seating due to how busy it was; take it or leave it attitude from staff. Utter shambles. In summary chaotic, unprofessional, inept.
Visited Accident and emergency services on October 2024
Review titled The Royal London Hospital
Replied on 09 October 2024
Dear James W Thank you for your feedback. It is clear from your comments that your experience fell way below the standard that we aspire to here at Barts Health NHS Trust. We would welcome the opportunity to have this matter looked into and feedback to you. Should you wish for this to happen, please contact our Patient Family Contact Centre (PFCC) on Site where you will need to provide them with your details, i.e. your full name, hospital or NHS number etc. and a summary of the concerns which they will share with the service. You contact them via email to bartshealth.familycontact@nhs.net or by Tel. No. 020 3594 2040. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Rude member of staff on 3E
Rated 5 stars out of 5
by Staying in ward 3E - Posted on 24 October 2024
Staying ward 3E and the staff are great except the person who takes the lunch orders very rude Indeed I simply asked for a bag of crisps to go with my lunch and because I had some biscuits with my tea she refused very abruptly very unprofessional a discredit to the NHS I've stated on 12e and 12f loads of times this year and not once had this problem
Visited Neurology on October 2024
Review titled The Royal London Hospital
Replied on 25 October 2024
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 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
Review titled The Royal London Hospital
Replied on 27 September 2024
Dear Carer, Thank you for taking time to contact us with feedback about your experience at Royal London Hospital. We were very disappointed to learn that your experience did not match the expectation you had of us 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 Lack of Information & Lack of urgency to discharge
Rated 2 stars out of 5
by Noura M - Posted on 27 August 2024
Entered the A&E via ambulance having suffered a fall, despite my name being given it was not registered so my daughter struggled to locate me. Doctors and nurses in A&E were good initially and after 4-5hrs I was told I could be discharged pending a final blood draw. Another 2-3 hours later, the final blood draw didn’t happen. I was transferred to the CDU, the CDU was overcrowded and the room wasn’t cleaned before I was placed in it (previous patient was removed because I was waiting, old bedding was still on the side, no water offered.) The nurses did not check on patients unless their relatives complained. After a few requests, I was told a blood draw was no longer needed but that another doctor would see me before I could be discharged, there were none in site. Other patients said they were waiting for several hours and told the same thing. After another 4hrs with a lack of update and no food offered, I chose to discharge myself having spent 12hrs in the same gurney. The nurses said there were no wheelchairs and said they couldn’t get one and that my daughter had to leave me alone to go find one. She searched for 20mins and couldn’t locate one. On re-entry to the ward she was told by another nurse that they requested a chair, meaning they sent her on a wild goose chase for no reason. I’ve been admitted to The Royal London before and had nothing but good things to say. But this admission to the CDU has been a terrible experience. I know the NHS is struggling with staffing at the moment, but making patients wait so long when all they need is to be discharged seems odd, especially when beds are needed.
Visited Accident and emergency services on August 2024
Review titled The Royal London Hospital
Replied on 26 September 2024
Dear Nora, Thank you for taking time to contact us with feedback about the Royal London Hospital . We were very disappointed to hear about your experience. 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 Fantastic Service
Rated 5 stars out of 5
by Nadeem Hussain - Posted on 04 September 2024
I would like to express my deepest gratitude and praise for the entire staff at the Trauma Ward of Royal London Hospital. On the 6th of August 2024, my father, 94 years old, suffered a fall at home, which caused a severe cut above his left eye and led him to pass out. The paramedics who arrived at our home were nothing short of fantastic. They responded swiftly, handled the situation with utmost care, and transported him to A&E at Royal London Hospital in Whitechapel. From the moment he arrived at the hospital, the level of care he received was exceptional. The doctors and nurses in A&E worked tirelessly, performing scans and X-rays that revealed a bleed on his brain. Despite the severity of his condition, the staff's professionalism and compassion never wavered. He was quickly moved to the Trauma Services Ward, where the care he received was nothing short of remarkable. The consultants, doctors, nurses, ward staff, and porters all treated my father as if he were one of their own. Their dedication, professionalism, and genuine compassion provided our family with immense comfort during such a difficult time. The entire team at the Trauma Ward went above and beyond; not only in their medical care but in the kindness and respect they showed my father and our family. We are profoundly grateful to the NHS and all the staff at Royal London Hospital for looking after my father with such great passion, professionalism, and love. Our family will forever be thankful for the care and support you provided to him. Thank you from the bottom of our hearts. Sincerely, Family
Visited Trauma services on August 2024
Review titled The Royal London Hospital
Replied on 27 September 2024
Dear Nadeem Hussain, Thank you for taking the time to share your positive feedback about the care your father received at Royal London Hospital. We are pleased that he was 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 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
Information supplied by Barts Health NHS Trust