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 Unfair practice
Rated 1 star out of 5
by Anonymous - Posted on 29 October 2022
Just now iam in the urgent care because of severe leg sprain, and keeping the que. But when some people complaint about the waiting time or someone who knows the staff, who is going inside to consultation first, even though they came after than me. It's very bad by treating the patients equal.
Visited Accident and emergency services on October 2022
Review titled The Royal London Hospital
Replied on 31 October 2022
Dear Patient Thank you for sharing your feedback following your recent attendance to the Urgent Care Centre (UCC) at Royal London. We are sorry to learn that your experience was not what would you expected. Please be advised that your comments will be shared with Tower Hamlet GP Care Group who manages the UCC. Should you wish to provide more detailed information (including your details) you can email them directly at thgpcg.complaintsandfeedback@nhs.net for further support. Kind regards Central Complaints Team Barts Health NH Trust
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Review titled Short staff / long waiting
Rated 1 star out of 5
by Anonymous - Posted on 25 October 2022
Hi, The maternity triage is so understaffed. Unfortunately, this is the second time I had to come to the triage department on a emergency and I had to witness both times long queues, not enough doctors on this department and the staff that are overworking, unfortunately have to go through hardship to deal with patients. Both occasions the staff did not have time to take their lunch break and had to keep working under these conditions, overworked and not even having the time to sit down and eat. This is so sad because in order for us “the patients” to be treated, the staff that are working have to be mentally and physically in a good state. The staff are amazing although going thru these conditions. You should be supporting the staff and getting more staff to work on this triage department with them. Really don’t understand why can’t this department be given more help and staff as other hospitals do and it is unfair both towards the patients and the staff working in the triage department at RLH. Please do sort this out as a matter of emergency as this is one of the departments which has lives at risk and should not be understaffed! Many thanks
Visited Maternity services on October 2022
Review titled The Royal London Hospital
Replied on 26 October 2022
Dear Patient Thank you for taking the time to share your observations and experience of the Maternity Triage Service at Royal London Hospital. Your views and feedback are taken very seriously, and we will ensure that this is escalated to relevant personnel. It is noted that even under the conditions described you were able to say that the staff are “amazing”. We know they will really appreciate your kind words, and that you took the time to share your support. Best wishes to you Central Complaints Team Barts Health NHS Trust
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 18 October 2022
Welcoming, Professional, helpful, organised flow of patients. Receptionists ,supporting staff,: explain well. 10 Out 10 An experience to share and well Appreciated Thank you
Visited Oral and Maxillofacial Surgery on October 2022
Review titled The Royal London Hospital
Replied on 19 October 2022
Dear Patient Thank you for taking the time to share such positive feedback following your visit to Royal London Hospital. We are pleased that your experience was "10 out 10" and that you felt supported throughout. We would like to share your kind words with the relevant department but unfortunately, you did not specify which service this relates to. We would be grateful if you could let us know by emailing the Patient Family Contact Centre on site at bartshealth.familycontact@nhs.net Once again, thank you Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Fantastic care during the maternity and delivery process
Rated 5 stars out of 5
by Karolina - Posted on 11 October 2022
I have just had my first baby at Royal London hospital and was very impressed how well the antenatal care is organized. Everything was very well scheduled,in time, and in case of any concerns for the baby I was referred to the correct department to follow up with further checks. I was however most impressed with the delivery of my baby. As the little one did not turn I had an elective csection scheduled. All the care during the process was amazing. The midwifes, nurses everyone who was part of the operating team knew what they are doing and I felt that I am in safe hands. Special thank you to the anaesthetist who made me feel so at ease and helped to calm me down. He was very empathetic and kept me informed throughout the whole surgery. The surgeon was also fantastic, I am 12 days after the surgery and my scar is hardly visible, it is healing very well. The post natal care was also very good. There was lots of staff available at anytime throughout the day and night to ask for help and do the regular check ups. Again,very well organized. The only downside was noise due to visitors or other patients in the post natal care. It would have been nice if there were stricter rules implemented on how to behave in a common areas and be mindful of other people e.g. there was a lady in a cubicle opposite me who was constantly on the phone.
Visited Maternity services on September 2022
Review titled The Royal London Hospital
Replied on 11 October 2022
Dear Karolina Thank you for taking time to contact us with feedback. We are pleased that you are happy with the care provided at RLH. We value your feedback as its confirmation to staff and the organization of the excellent care provided at Barts Health. We will ensure your kind words are shared with the team that took care of you and we know they will be happy to read it. Kind regards Central Complaints Team
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Review titled Ghosted by ENT department
Rated 2 stars out of 5
by Anonymous - Posted on 29 January 2024
I have several times over the last few years had appointments canceled and rebooked, the last few time they were canceled and not rebooked, I had to chase the department who are hard to get though to. I was told one time i'd stopped being and out patient and had to get a new referral, so I had to argue that was not the case. Latest is I had my last appointment canceled nothing rebooked and can't get through to previous numbers I'd used. Ive been an outpatient due to an operation in my teens which means I need regular checks. I feel let down.
Visited Ear, Nose & Throat on September 2022
Review titled The Royal London Hospital
Replied on 31 January 2024
Dear Patient Thank you for taking the time for sharing for your feedback about the difficulties you have had with your appointments. We are sorry and disappointed that your experience has been less than satisfactory. May we suggest that you liaise with the Access Issues Resolution Service (AIRS) who manages appointment related issues across our hospitals. They can be contacted on telephone number 020 7767 3205 or 0345 602 9906 or you can email them at bhnt.airs@nhs.net if this is more convenient for you. Kindly ensure that you have your NHS or hospital number when making contact. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Impossible to talk to anyone
Rated 1 star out of 5
by Anonymous - Posted on 04 November 2022
It seems to be impossible to talk to anyone. I sent my self referral for an antenatal appointment 2 weeks ago and I haven’t heard anything apart from a automatic email saying you will hear back in a week. I’ve called hundreds of times and got through once after one week of trying, the lady said I would hear back within a week but a week has come and gone. It’s my first pregnancy and I feel totally in the dark and unsupported, I would just like confirmation that everything is ok. I’m now 7 weeks pregnant and not confident I will have my appointment before 9 weeks. I understand that the NHS is very unstaffed and overworked but it’s really concerning I can’t even talk to anyone on the phone.
Visited Maternity services on September 2022
Review titled The Royal London Hospital
Replied on 07 November 2022
Dear Patient Thank you for taking the time to share your feedback. We are disappointed to learn of the difficulties you are experiencing in getting through to the Antenatal Team. Please liaise with the Patient Family Contact Centre (PFCC) on site to assist you further. Whilst this should not be the way forward, we do hope that PFCC are able to provide you with the support required to resolve this matter quickly. They can be contacted via email to bartshealth.familycontact@nhs.net or telephone number 0203 594 2040. Kindly note that your comments will also be shared with the service, so that they are aware of this issue. Best wishes Central Complaints Team Barts Health NHS Trust
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Review titled Great experience
Rated 4 stars out of 5
by Anonymous - Posted on 27 September 2022
Came here after consulting 111. Between being assessed in A&E, sent to the urgent treatment center, being seen to, receiving treatment and going home, it took less than 1.5 hours. I was really impressed by how hassle free, quick and smooth the process was. The staff were helpful and I felt the GP at the urgent treatment center really listened to and addressed my concerns. Every step was well explained and I felt comfortable throughout. Thank you!
Visited Accident and emergency services on September 2022
Review titled The Royal London Hospital
Replied on 28 September 2022
Dear Patient Thank you for taking the time to share such positive feedback following your recent visit to Royal London Hospital. We will ensure that this is shared with both the A&E Team and our colleagues in the Urgent Care Centre (UCC), although the UCC service is based on our site it is managed by Tower Hamlets GP Care Group. It is most rewarding for staff to learn that the care and treatment provided was appreciated by the patient. Once again, we thank you. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Mission impossible
Rated 1 star out of 5
by Anonymous - Posted on 19 October 2022
Couldn't get surgery because someone couldn't care to look into my case. I was told by doctors it should be done within 2 weeks of the fracture after which the bone (elbow) starts healing and there would be no point, and I got the call for the operation at the end of week 5. I spent a whole week religiously talking to at least a dozen people and on day 8 (after I was seen by a doctor, day 12 of the fracture) we were at square 1, day 10 (14 since fracture) I was told that my case is not urgent enough so "it won't be anytime soon" and can I not "get it somewhere else done" and "let's face it, the national insurance contributions don't cover an operation"... I guess that was correct since I never got it After bone healed on it's own I had a consultation at which there seemed to be complete lack of communication between doctors and nurses as I was sent by reception to x-ray where I waited to be told the doctor will first see me, to then wait more to be told by the doctor I needed the x-ray first? After that I was booked for an appointment in 4 weeks to see if the bone is healing properly and be given further advice, which I can't attend so I have been trying to get it rescheduled and it's been so far impossible. Appointments give me a date that is in 2 months, so what do I do with my fracture meanwhile? I was then given a phone where apparently someone can help, but no one answers, then I was given another number that connects (or at least should) directly to fracture clinic where I rang for 32 min before someone straight hung up, thinking it might've been a mistake I re-dialed to wait another 19 min to be hung up on again. I have so far spend 3+h trying to talk to someone who can help and either they can't or they don't pick up at all. Catch-22 What do I need to do to get an appointment, that won't be too late for its purpose and who should I speak to about post-fracture treatment and physio? Do I need to go to the hospital and refuse to leave until seen? I understand it's not an urgent case and hospitals are understaffed, but does that mean I should be treated as a second base? This is my first time I needed hospital attention in the uk and should there be a second, I would probably have to take the advice to "get it elsewhere
Visited Orthopaedics on September 2022
Review titled The Royal London Hospital
Replied on 20 October 2022
Dear patient Thank you for taking time to contact us with feedback following your recent visit to The Royal London Hospital. We were sorry to read and disappointed to learn that your experience on this occasion did not match the expectation you had of us. We would welcome the opportunity to have this matter looked into by the service who will be able to provide you with further support and feedback. Should you wish for this to happen, please liaise with PALS Team on site who will be able to assist you further. You will need to provide them with your contact details and a summary of the concern. You can do this via email at bartshealth.familycontact@nhs.net Kind regards Central Complaints Team
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Review titled Urgent care centre needs urgent attention
Rated 1 star out of 5
by Anonymous - Posted on 24 September 2022
Generally the waiting time is too long- this time more than 4hours!! General lack of staff, the calling system for inviting patients for examination leads to many patients missing their names being called and thus missing the appointment . Lack of apathy amongst staff.
Visited Don't know on September 2022
Review titled The Royal London Hospital
Replied on 26 September 2022
Dear Patient Thank you for your feedback from which we were very sorry to read of your recent experience in the Urgent Treatment Centre (UTC) at Royal London Hospital. Please be advised that whilst the UTC is based on our site, this service is managed by Tower Hamlets GP Care Group not Barts Health NHS Trust. We will however share your comments with them and ask that you kindly note that they can be contacted directly via email at thgpcg.complaintsandfeedback@nhs.net should you wish to pursue this further. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled State of the art facility
Rated 5 stars out of 5
by Stephen Horsley - Posted on 26 October 2022
This hospital is second to none, so very professional and caring, I stayed there for 3 weeks and had 3 major operations successful and can only thank everyone involved.
Visited Major trauma on September 2022
Review titled The Royal London Hospital
Replied on 27 October 2022
Dear Stephen Thank you for taking time to contact us with feedback. We are pleased that you are happy with the care provided at RLH. We value your feedback as its confirmation to staff and the organization of the excellent care provided at Barts Health. We would like to share your kind words with the team that took care of you and would like to request that you email your details to bartshealth.familycontact@nhs.net We look forward to hearing from you Kind regards Central Complaints Team
Information supplied by Barts Health NHS Trust