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 Very bad communication with me
Rated 2 stars out of 5
by Jeff. Black - Posted on 20 May 2024
Had a breathing test and I was told the results would be sent to my doctors surgery ,when I contacted my doctors I was told that no results had been sent, I have been back to the hospital twice and on both occasions that results would be sent straight away. I am still waiting ,so far at least 6 weeks Not A Happy Bunny
Visited Respiratory Medicine on April 2024
Review titled The Royal London Hospital
Replied on 21 May 2024
Dear Jeff Black Thank you for your feedback. We are disappointed and sorry that you are having issues with receiving your results. We would welcome the opportunity to have this looked into and would suggest that you liaise with the Access Issues Resolution Service (AIRS). This is a designated team that manages appointment related issues outside of the formal complaints process and they aim to feedback to you within 5 working days. You can email them at bhnt.airs@nhs.net or via telephone numbers 020 7767 3205 / 0345 602 9906 (Mon-Fri 08:30-17:00 Excl. Bank Holidays). Kindly note that their phone lines do get busy so it may take a bit of time to get through to them, but they do have an automated telephone system which will let you know where you are in the queue. Once again, we apologise for your experience. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled First contact with maternity ward
Rated 1 star out of 5
by Andre - Posted on 23 April 2024
Tried to contact maternity ward for advice on my wife scheduling her first Ob/Gyni appointment after 11 weeks of pregnancy. The lady on the phone was not at all helpful, only saying "you don't call here" and then hung up in my ear without listening to any further questions at all. Utterly useless, first impressions are lasting.
Visited Maternity services on April 2024
Review titled The Royal London Hospital
Replied on 23 April 2024
Dear Andre Thank you for taking the time to share your feedback about a member of staff in the maternity service at Royal London Hospital. We are sorry and disappointed that your experience has left you with a poor first impression of the service. We would like to assure that what you have described is not the behaviour we expect from any of our staff as it goes against our core values. We will ensure that your comments are shared with the service as it is important that they are made aware of your concern and the impact. The Patient Family Contact Centre can support you with your query; if you feel this would be helpful you can contact them at bartshealth.familycontact@nhs.net or Tel. No. 0203 594 2040 Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Imaging service department staff negligent
Rated 4 stars out of 5
by Anonymous - Posted on 20 April 2024
The staff was unwelcoming, the gentleman at the reception wasn't polite, didn't use words 'please' etc. he saw my referral letter but didn't check me in the system. I waited unnecessarily for 30 minutes after which I asked his colleague to check to delay, it turned out that after she checked me in the system the radiologist called me immediately. There should be a self service check in device by every counter, that would be so much more reliant.
Visited Gastrointestinal and Liver services on March 2024
Review titled The Royal London Hospital
Replied on 22 April 2024
Dear Patient Thank you for your feedback about staff in the imaging service at Royal London Hospital. We are sorry and disappointed that your experience fell below the standard that should have been expected. We would welcome the opportunity to have this looked into in more detail, if you would like for this to happen, please liaise with the Patient Family Contact Centre who will be very happy to support you with this. They can be contacted via bartshealth.familycontact@nhs.net and please ensure that you have your hospital or NHS number to hand if you decide to make contact, as this will aid any enquiries made on your behalf. In, the meantime, we will ensure that your comments are shared with the department because it is important for the service to be made aware of situations that did not go as well as it should have, and the impact it has on our patient. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Maternity Unit 8 phone numbers - none of them are answered
Rated 1 star out of 5
by Anonymous - Posted on 25 March 2024
I am pregnant and currently registered with RLH for maternity care services. I have an appointment later this week. Unable to make it. No way for me to change the appointment online. Tried 8 different phone numbers which they have given me, these are either incorrect (don't even connect) or they don't bother picking up (the call just rings out) or they pick up and slam the phone down. Looks like I'll just end up missing the appointment. It's totally inadequate that I have no way to contact my midwife or the hospital! Am transferring to another hospital as the service is so bad.
Visited Maternity services on March 2024
Review titled The Royal London Hospital
Replied on 03 April 2024
Dear Patient Thank you for your feedback, from which we are sorry and disappointed that your experience has fallen below the standards we aspire to here at Barts Health NHS Trust. We note that the appointment date that you were trying to cancel has passed and that you are planning to transfer to another hospital for your care. 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 patients care and wellbeing. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled How can I contact you?
Rated 1 star out of 5
by Anonymous - Posted on 09 March 2024
I’m a patient on a schedule medication. Prescription expired. I’ve tried emailing many times, and not had a reply. I’ve tried calling several times, the phone is never picked up. One time the phone was picked up, only to be put back down immediately. It seems to me that this department is badly organised and terrible at communicating, opting to leave issues until they become serious problems rather than proactively avoiding problems which takes more time and effort.
Visited Dermatology on March 2024
Review titled The Royal London Hospital
Replied on 11 March 2024
Dear Patient Thank you for your feedback. We are sorry that your prescription has expired and that you are having difficulties getting through to the service to rectify this. Please email the Patient Family Contact Centre (PFCC) at bartshealth.familycontact@nhs.net who will be able to liaise with the service on your behalf. Kindly ensure that you include your full name, date of birth, hospital or NHS number and the name of the service when making contact. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled The most awful department I have ever been to
Rated 1 star out of 5
by Anonymous - Posted on 10 April 2024
the nurses refused to obs for 6 hours and doctors refused to come and speak to you for 10 hours. The nurses were dismissive to me and my family. The doctors have no bedside manner.
Visited Colorectal cancer services on March 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 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 Non existent communication
Rated 1 star out of 5
by Rachel - Posted on 12 March 2024
I signed papers for my son to have his tonsils etc out in September 2022 and still March 2024 we have had no appointments, no communication, no one reply’s to emails and the phone is never answered. My son is in need of surgery that it seems he will never receive, i dread to think how this department is run! Well over the normal wait time and still not even a letter.
Visited Ear, Nose & Throat on March 2024
Review titled The Royal London Hospital
Replied on 12 March 2024
Dear Rachel Thank you for your feedback, from which we are sorry that you have not received any information about your son's surgery. We fully appreciate the upset and frustration at not being able to get through to, and the lack of response to your emails by the service. Please may we suggest that you liaise with the Access Issues Resolution Service (AIRS), this is a designated team that manages appointment related issues outside of the formal complaints process, they will liaise with the relevant service on your behalf and provide you with an update within 5 working days. They can be contacted on Tel. No. 020 7767 3205 or 0345 602 9906 (Mon-Fri 08:30-17:00 Excl. Bank Holidays or bhnt.airs@nhs.net if this is more convenient for you. Please ensure that you have your son’s hospital or NHS number when making contact. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Kind and competent practice
Rated 5 stars out of 5
by Rebecca S - Posted on 19 March 2024
I had to have a colposcopy and treatment and the staff carrying out the treatment were caring, skilful and informative and made me feel safe and comfortable. Thank you for your very important work - it is much appreciated.
Visited Gynaecology on March 2024
Review titled The Royal London Hospital
Replied on 19 March 2024
Dear Rebecca Thank you for taking the time to share your positive feedback about your care and treatment at Royal London Hospital. What you have described aligns with our Trust values and we are pleased that you were informed, skilfully cared for and made to feel safe and comfortable. We will ensure that your kind comments are shared with the service. Best wishes to you Central Complaints Team Barts Health NHS Trust
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Review titled Going round in circles to get CT scan results
Rated 2 stars out of 5
by Anonymous - Posted on 16 April 2024
Got referred by GP for Urgent Suspected Cancer 9/3/24 - called back from Hospital on 17/3/24 and had CT scan on 21/3/24. Since then (posting this review 16/4/24) heard nothing about any results. GP surgery said for me to chase up, hospital said for GP or consultant to get results, and nothing happening. I have an appointment on 2/5/24 at Lithoytipsy related to this 'Urgent' issue and am wondering if it is worth going, as will I, the patient, ever be kept informed.
Visited Urology on March 2024
Review titled The Royal London Hospital
Replied on 16 April 2024
Dear Patient Thank you for your feedback. We are sorry and disappointed that the standards we aspire to at Barts Health NHS Trust, has fallen short. May we suggest that you liaise with the Access Issues Resolution Service (AIRS), this is a team that supports patients with queries such as the one you have raised. You can contact them on Tel. No: 0207 767 3205 or 0345 60 299 06 (Mon-Fri 08:30-17:00 Excl. Bank Holidays), please ensure that you have your hospital or NHS number to hand when making contact as this will make it easier to locate your information on the system. Once again, we apologise for your experience. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Dysfunctional appointments system
Rated 1 star out of 5
by Anonymous - Posted on 18 March 2024
Everything about the appointments system is broken. It's virtually impossible to change appointment times. There's an assumption that nobody works and can go any time. It's so stressful. You either have to wait for 2 hours on the appointments line or know the department extension no., which they don't tell you. The letters have no numbers to call (or the wrong number). Recently, the first message I received for an urgent referral was a text for an appointment cancellation but I hadn't been notified I had an appointment. Then later over that weekend another text message with an appointment for 8.20 on Monday, which I couldn't make. I tried to call at least 10 times to postpone but could not get through. I tried several times to call but no-one you speak can or will help. Switchboard only puts you through to the department, which is closed. So appointment missed and I'm being discharged apparently.
Visited Don't know on March 2024
Review titled The Royal London Hospital
Replied on 18 March 2024
Dear Patient Thank you for your feedback. We are sorry that your experience from the Appointment Service has been less than satisfactory, and we would welcome the opportunity to have this matter looked into in more detail. Should you wish for this to happen please contact the Access Issues Resolution Service (AIRS) who supports patients with appointment related issues, and they will liaise with the relevant service on your behalf with an aim to feedback to you within 5 working days. AIRS can be contacted via email at bhnt.airs@nhs.net or telephone numbers 0207 767 3205 or 0345 602 9906 (Mon-Fri 08:30-17:00 Excl. Bank Holiday). Please ensure that you provide as much information as possible, including your full name, NHS or hospital number when making contact. Kind regards Central Complaints Team Barts Health NHS Trust
Information supplied by Barts Health NHS Trust