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 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
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Review titled Unable to provide the scheduled treatment
Rated 2 stars out of 5
by Anonymous - Posted on 06 April 2024
My recent encounter with the Royal London Hospital's sdec was frustrating. Although the emergency treatment may be slow yet effective, and the nurses and doctors demonstrate helpfulness and compassion, the incompetence and negligence displayed after confirming my appointment multiple times and arriving early were truly infuriating. In the middle of the week, I endured over five hours of waiting, only to be told that the pharmacy didn't have the rabies immunoglobulin available. After confirming my attendance with a nurse on Friday, she assured me everything would be set during the weekends. Arriving 20 minutes early on the day, I wasted another hour waiting, only to learn the hospital was still unprepared. Four hours past my appointment time, the vaccine was still nowhere to be found. The sheer lack of organization, communication, and basic competence is unacceptable. Royal London Hospital's rabies vaccination service is a disgrace. They've shown a blatant disregard for patients' time, health, and trust. It's infuriating and deeply concerning. This isn't just about inconvenience; it's about my personal health and well-being. In conclusion, they cannot provide the treatment that was planned and confirmed, resulting in a complete waste of my time, disrespectful treatment, and a disastrous impact on my health.
Visited Accident and emergency services on April 2024
Review titled The Royal London Hospital
Replied on 12 April 2024
Dear Patient, 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 Unprofessionally stuff
Rated 1 star out of 5
by Iop - Posted on 24 August 2024
I had a nose trauma with constant bleeding, and I went to emergency department, which took 3 hours to be seen by a nurse, who concluded that the nose will heal by itself and no scanning of the area is required (my nose was still bleeding) and she release me, now after few months I do know what was wrong then, my nose cartilage was broken and with proper care it could be fixed easily, now every time I wipe my nose I have a clicking noise, so thank you for this amazing feature as I reali don't need it . Also, why in the 21st century patients with active bleeding have to wait 3 hours at the emergency services to be seen? Here is allegedly a developed rich country so the medical systems should follow then why The NHS system is close or beaten by the eastern European medical systems?
Visited Trauma services on April 2024
The Royal London Hospital has not yet replied.
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Review titled Totally unorganised and uncaring
Rated 1 star out of 5
by Julie - Posted on 08 May 2024
Just seen on my Patient knows best that my appointment for June has been cancelled with no alternative appointment given. This appointment was originally for May 2023 but the dept failed to inform me I had that appointment. No call no text and no letter, so as I am not psychic I was not aware of the appointment so did not attend. It took me weeks to get another appointment arranged. On the phone I was even asked what I wanted an appointment for. They gave me an appointment in November 2023 which they cancelled the day before stating the clinic was overbooked! They gave me an appointment for June which they have now cancelled. I have had to be referred twice now by my GP as they messed up the original referral at ENT and did not give me an initial appointment for almost 2 years. They finally gave me a telephone appointment but surprisingly no one called me at the appointment time. The service I have received is totally inadequate!! I get that there are enormous pressures on the service etc etc but there is no excuse for them being so dreadfully unorganised! Now I am going to have to go through my GP wasting their time for yet another referral to a different hospital this time as I have to accept Barts health do not want to see me. This is disgusting as I was born in the hospital, did my nurse training here and live close by!! Sad to to see the decline over the recent years
Visited Ear, Nose & Throat on April 2024
Review titled The Royal London Hospital
Replied on 30 May 2024
Dear Julie, 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 Terrible! Can’t believe it
Rated 1 star out of 5
by Ali - Posted on 18 April 2024
Whipps cross and royal London hospital Waited hours to be seen at Whipps cross- told I need to go to royal London hospital by ambulance to get an mri and they called them and let them know Waited from 4pm. By 8pm we finally had got an ambulance and taken to royal London hospital The ambulance driver took us around ( both of us having mobility issues walking around the hospital to about 7 different areas) Then he left us in a random corridor and waved I went and asked for medication - they said they’ll get right on it Half an hour later I asked again, the woman asked who me and the other guy were. They hadn’t 1. Checked us in here or knew who we were 2. Even put forward I needed painkillers A nurse/ doctor walked us to same day emergency care and told us to sit down and we will be called, but there is a wait Half an hour later I asked for anti anxiety meds ( which I still haven’t had it’s now 22:38) - she asked who we were !!!!!! The previous doctor/ nurse didn’t even check us in here and told us to wait Overheard the receptionist on the phone saying we were from whipps cross and needed mri and I overheard her talking to someone saying they weren’t aware in mri!!!!!! So what the f is happening ?!?!?! At 4-4:30 I was told they called royal London hospital It’s now 10:30 and I probably won’t be seen for hours if they even know who we are Left everywhere by different people who didn’t want to deal with people. No one dates or fixes the issues and just pushes you on different people without informing anyone
Visited Accident and emergency services on April 2024
Review titled The Royal London Hospital
Replied on 19 April 2024
Dear Ali, 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 Neglectful department
by Anonymous - Posted on 07 April 2024
This was my first time visiting royal London a&e. I arrived at the UTC unit at 19.37. It is now 3.16am the next day and I still haven't seen a doctor or even had my blood pressure checked. We were advised that the system was low and the delay would be no more than 5 hours. Which in itself is just crazy . However 8 hrs later and still nothing. Misleading information being given out. One minute we are hearing the system is down, next minute we are hearing not enough doctors. I am so so disappointed about the service today. I am sitting here holding my tears in complete agony and numbness in my limbs. Furthermore I just heard the clerk behind the desk telling a patient come back in the morning, there are hardly any doctors now and the wait is only 2 hrs in the morning . Soon which is it , system low or no doctors ?
Visited Accident and emergency services on April 2024
Review titled The Royal London Hospital
Replied on 08 April 2024
Dear Patient Thank you for taking the time to share your feedback about your experience in the Urgent Treatment Centre (UTC) at Royal London Hospital. Although this service is based on our hospital site, the UTC service is managed by Tower Hamlets GP Care Group not Barts Health NHS Trust. We will ensure that your comments are shared with THGPCG for their information. However, if you wish to pursue this issue further you can contact them directly at thgpcg.complaintsandfeedback@nhs.net (quoting comment reference number: 1791411 ). Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Poor communication
Rated 1 star out of 5
by Anonymous - Posted on 15 May 2024
I dont know what's happening with the ENT department. No body ever picks up the phone. I have been desperately trying to find out when my appointment which was verbally confirmed on the phone last month is. I was informed a letter would be sent and i am still waiting. My given date is Thursday 23rd May and no letter with time or confirmation. It's so frustrating. I have been waiting 2 months for an appointment since my MRI scan revealed fluid behind my ear. I have been unable to sleep due to headaches, ear pain and ringing in my ears. Also feeling off balance and tiredness due to lack of sleep. I am getting so frustrated and time is ticking. This is causing me so much distress and nobody seems to care. My mental health is impacted. I have no trust in the NHS anymore. Lack of communication is diabolical. Please sort it out.
Visited Ear, Nose & Throat on April 2024
Review titled The Royal London Hospital
Replied on 30 May 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 Quick service
Rated 3 stars out of 5
by Darren - Posted on 18 May 2024
Was happy with the service which i recieved from the staff at the main reception. I was looked after by a lovely nurse who helped me with my injuries i had on my ankle.
Visited Accident and emergency services on April 2024
Review titled The Royal London Hospital
Replied on 20 May 2024
Dear Darren Thank you for taking the time to share such positive feedback about your recent experience at Royal London Hospital. We would like to share your kind words with the staff and would appreciate if you could let us know which department you visited by emailing us with this information. Our email address is bhnt.centralcomplaints@nhs.net, kindly quote comment reference number:1813681 when you reply. We look forward to hearing from you at your earliest convenience. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Terrible antenatal care
by Aline Safra - Posted on 02 April 2024
My experience with the antenatal clinic has been terrible. I'm 19 weeks pregnant and I'm still trying to get my 16-week appointment book (which I now gave up). Every visit was stressful. I had to do a blood test twice because they messed up with the first one. Now, I have to do the urine test twice but the midwife said if I have no symptoms there is no need. I didn't have symptoms before and I had an infection, I had the antibiotics and I still don't know if it has gone so I insisted on doing it again. I had to go to the hospital twice to be able to get the antibiotic prescription, the reception is terrible, the helpline never helps, nobody answers the phone and there were other issues but I am going to stop here and change hospital.
Visited Maternity services on April 2024
Review titled The Royal London Hospital
Replied on 03 April 2024
Dear Aline Safra Thank you for your feedback about the Maternity Service at Royal London Hospital. We are very sorry and disappointed that your experience has fallen below the standards you should expect from us. We note you are planning to transfer to another hospital for your care and under the circumstances, we understand why you have come to this decision. We would however welcome the opportunity to have this matter looked into in more detail and if you would like this to happen, please contact the Patient Family Contact Centre (PFCC) who will be happy to support you with this. Please ensure that you have your hospital or NHS number and be advised that you will need to provide your full name and a summary of the issues to be looked into. PFCC can be contacted by email to bartshealth.familycontact@nhs.net or Tel. No. 020 3594 2040. In meantime we will ensure that your comments are shared with the service as it is important that they are made aware of situations that negatively impact on patients care. Kind regards Central Complaints Team Barts Health NHS Trust
Information supplied by Barts Health NHS Trust