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 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
The Royal London Hospital has not yet replied.
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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
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
Information supplied by Barts Health NHS Trust