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 staff
Rated 2 stars out of 5
by Anonymous - Posted on 20 April 2024
hospital was very unhelpful in e11 and f11 did not come when I needed to go to toilet and now caused me stomach trouble and gave medication late and had visitors making a noise all night
Visited Accident and emergency services on March 2024
Review titled The Royal London Hospital
Replied on 22 April 2024
Dear Patient Thank you for your feedback from which we are sorry to learn that your experience at Royal London Hospital was unsatisfactory. We would welcome the opportunity to have this looked into further and if you would like this to happen, please liaise with Patient Family Contact Centre (PFCC) who will be happy to support you with this in the first instance. You can contact them at bartshealth.familycontact@nhs.net. Please ensure that you provide your hospital or NHS number, contact number and as much detail as possible about what you would like reviewed, which will aid enquiries being made on your behalf. In the meantime, your comments will be shared with relevant site team. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Ridiculous
Rated 1 star out of 5
by Hajera - Posted on 28 February 2024
I am a first time mother and have had the worst experience with the maternity services at Royal London. My first midwife appointment I had to wait an hour for my midwife to see me. Come my second midwife appointment I had a family emergency and could not make it and when I called to reschedule they told me they can’t fit me in. Now I’m literally at my third midwife appointment and guess what I’m waiting an hour for this midwife to see me. The hypocrisy is real. Whenever I had tried to reschedule or take an appointment they would force me to take an appointment of their suitability and I make the time out of work to attend the appointments for them to take the absolute mick and anyway make me wait for my appointment? And do not get me started on trying to contact the midwife/maternity ward at Royal London Hospital. You cannot get through to them and they are of no help. I’ve had my queries escalated many times to head of teams and etc. Never have I got a response back. An absolute disgrace! A waste of the publics money funding this horridity!!!
Visited Maternity services on February 2024
Review titled The Royal London Hospital
Replied on 07 March 2024
Dear Hajera We apologise for the delay in replying to your feedback, this was due to a technical glitch on this platform. Thank you for taking the time for sharing your feedback about your maternity experience at Royal London Hospital. We are disappointed and very sorry as what you have described clearly has fallen short of the standards, we aspire to here at Barts Health NHS Trust. We note that you have raised concerns previously but have had no feedback. We would welcome the opportunity to have this situation looked into again and if you would like this to happen, please liaise with the Patient Family Contact Centre via email - bartshealth.familycontact@nhs.net or Tel. No. 020 3594 2040 who will be able to support you further and they are also able to escalate your concerns for formal investigation. Please note that they will need your full details and hospital or NHS number when you make contact. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled The hospital forgets people
Rated 1 star out of 5
by Anonymous - Posted on 17 February 2024
My mum has been in the CDU for over two weeks (did not move her to a ward) They have forgotten to feed her numerous times ( we had to remind the hospital) Neglected to give her medication and gave her the wrong medication. We as a family visited her everyday but in the evening we would phone to check on her ( they could not even find her bed number even know she had been their for 14 days. They have not changed her bedding we had to go fined clean bedding . Not enough equipment on the ward to support the patience’s e.g commode people ended up crying as they had wet themselves No one comes to help and this is a regular occurrence. We as visitors had to help the patients e.g getting them water etc My mum has been waiting from 8am this morning to be discharged (she just needs her medicine) We have been waiting for 15 hours I am sitting in the CDU writing this review Now let me say I love and respect the NHS but I am shocked at the sheer state once’s you are in the system Not enough support workers and the nurses have been lovely but clearly overwhelmed and over worked The system is broken when you can’t even get the small things right Surely if they gave the medicine first thing this morning we could have just hone home This would free up a bed and nurse power Allowing more opportunities to support someone else.
Visited Don't know on February 2024
Review titled The Royal London Hospital
Replied on 07 March 2024
Dear Relative We are sorry for the delay in replying to your feedback, this was due to a technical glitch on this platform. Thank you for taking the time for sharing your feedback about your mother's stay at Royal London Hospital and the delay that occurred during her discharge. We are disappointed and very sorry that standards fell way below what should have been expected, which should never happen. We would welcome the opportunity to have the concerns you raised looked into in more detail, and if you would like this to happen, please liaise with the Patient Family Contact Centre (PFCC) via email address - bartshealth.familycontact@nhs.net or Tel. No. 020 3594 2040 who will be able to support you with doing this. Please be advised that you will need to provide a full summary of the concerns to be investigated as PFCC do not have access to this feedback), your mother’s full details, hospital or NHS number and your details when making contact. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Impossible to contact
Rated 1 star out of 5
by Ali - Posted on 16 February 2024
I tried all morning to contact the department, they have no contact number that works, the switch board tried and accepted there is nobody that is answering. Forget getting an appointment, its not even viable to get through to talk to someone. How can you have a whole department and no way to contact them?
Visited Urology on February 2024
Review titled The Royal London Hospital
Replied on 19 February 2024
Dear Ali Thank you for taking the time to share your feedback about Royal London Hospital from which we are sorry to learn that you having difficulties getting through to a department. We have a designated team that assist patients with access and appointment related issues and would suggest that you liaise with the Access Issues Resolution Service (AIRS) who can be contacted via telephone number: 0207 767 3205 / 0345 60 299 06 (Mon-Fri 08:30-17:00 Excl. Bank Holiday). This team will contact services on your behalf and aims to provide updates within 5 working days. You can also email them at bhnt.airs@nhs.net but contact by telephone is the quickest way to access the service. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Staff good Environment dreadful
Rated 2 stars out of 5
by Anonymous - Posted on 01 March 2024
I was referred by my General Practitioner with a letter. I waited nearly two hours for my initial assessment when I noticed lots who arrived after me were seen. I asked why and was told I was not properly checked in. So how did I have a wristband. Things then did start to happen but my comments are about the overcrowding and lack of privacy in that area. I spent most of the time on a hard plastic chair in the corridor even when I had a drip. I had to share a drip stand with another patient. During this time I was feeling very unwell with a serious infection. I commend the young doctor I saw who was very pleasant and thorough. Communication from nurses left a lot to be desired. The ‘patient knows best’ app is brilliant but I had my discharge letter a good hour before I was told I could leave Altogether I was in the department for over 6 hours.
Visited Accident and emergency services on February 2024
Review titled The Royal London Hospital
Replied on 13 March 2024
Dear Patient Thank you for your sharing you feedback about your experience at Royal London Hospital. What you have described does not align with our Trust values and we are sorry that this was the case. We would welcome the opportunity to have the concerns you have raised looked into in more detail. If you would like this to happen, please liaise with the Site Team by emailing them at rlhcomplaints.bartshealth@nhs.net and they will support you with this. Kindly note that you will need to provide them with your full name, contact details, hospital or NHS number, and a full summary of the concerns you would like investigated as they will not have access your feedback. Please quote comment reference number: 1771858 when replying. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Nobody anwsering phone for 2 weeks
Rated 3 stars out of 5
by Olivia Lumb - Posted on 22 January 2024
Hi, I've been calling the number provided on NHS website for Ear Nose, and Throat department for 2 weeks now but nobody has ever answered. I did a group voice therapy course before Christmas and really need to speak with one of the specialists about the prescribed vocal training. I don't know what to do, as I called my doctors and they said they need to contact you directly. Please can somebody get back in touch with me?
Visited Ear, Nose & Throat on January 2024
Review titled The Royal London Hospital
Replied on 22 January 2024
Dear Olivia Lumb Thank you for your feedback from which we are sorry that you have had difficulties getting through to the ENT department. May we suggest that you liaise with the Patient Family Contact Centre (PFCC) who will be able to make enquiries into this on your behalf? Please ensure that you provide them with your full details including your NHS or hospital number, address, date of birth etc. They can be contacted via email or telephone 020 3594 2040. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Awful
Rated 2 stars out of 5
by Anonymous - Posted on 25 January 2024
I met really good midwifes there and I had a emergency c section, the doctors were great but triage (6th floor) usually is horrible, people is rude and very unkind lot of times also after give birth (postnatal) I was in a room asking for help to breastfeeding and one of the ladies told me “thats your problem”. I understand how hard has to be there with long shifts, but sometimes these people help you to go into depression because the treatment is sooo bad that you feel like you are nothing, specially if is your first baby, you need to be sweet and kind to work in a place full of babies and mummies because you can make a difference and be nice with someone in that vulnerable moment is sooo significant. Also my English is not perfect and unfortunately some people treat me as dumb
Visited Maternity services on January 2024
Review titled The Royal London Hospital
Replied on 26 January 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 Excellent service
Rated 5 stars out of 5
by Sarah McKiernan - Posted on 13 January 2024
Your Review: I attended department for a colonoscopy on 13 Jan. The staff throughout my procedure were excellent, reassuring, calm and efficient but with a really human way of dealing with someone who was having the procedure for the first time. Reception nurse was simply superb, funny while being efficient, everything explained well, hospital gowns provided were newly laundered, they inserted canula with absolutely no fuss. After procedure they came and saw me to see I was Ok. They are a real asset to the Dept. Actual procedure, Dr and 2 nurses absolutely lovely, reassuring while being professional and completing procedure with absolutely no fuss, but constantly keeping me clearly informed of what was happening and checking I was comfortable. As I had the procedure without anaesthetic, I was a tad nervous, but I need not have worried they were 'the best'. Post procedure, again an excellent experience. The nurse who discharged me was kind, efficient, made a lovely cup of tea and explained everything in my discharge notes. I felt confident at all times that I could ask questions or clarify anything, they gave me complete confidence throughout the process. Nothing more to say except 'thank you' for making the experience as dignified and painless as possible
Visited Gastrointestinal and Liver services on January 2024
Review titled The Royal London Hospital
Replied on 16 January 2024
Dear Sarah McKiernan Thank you for taking the time to send us such positive feedback about your experience at Royal London Hospital. We were pleased that you found staff to be kind, supportive, efficient, reassuring, calm, and provided excellent care. It is most rewarding to learn that you were treated with dignity which falls in line with our values that includes providing safe and compassionate care to our patients. We will share your kind words with the team who we know will be happy to receive this. Best wishes Central Complaints Team Barts Health NHS Trust
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Review titled ENT do not pick up phone
Rated 2 stars out of 5
by Anonymous - Posted on 31 January 2024
I have been trying to call ENT for over 4 months now, nobody answers the phone. My son is on the waiting list for removal of tonsils and adenoids we have not heard anything and it’s been 6 months now. He is really suffering especially with constant tonsillitis. I have called the family contact centre who also do not have any other contacts for this department. NHS is appealing right now. All I want to know is where my son is on the waiting list.
Visited Ear, Nose & Throat on January 2024
Review titled The Royal London Hospital
Replied on 01 February 2024
Dear Parent Thank you for sharing your feedback. We are sorry that you are having difficulties getting through to the ENT department at Royal London Hospital to obtain information about the length of time your son has to wait for treatment. May we suggest that you contact the Access Issues Resolution Service (AIRS) to assist you in the first instance regarding your query. AIRS is a designated team that manages appointment related issues, and they will liaise with the relevant service on your behalf. They can be contacted on telephone number 020 7767 3205 or 0345 602 9906 (Mon-Fri 08:30-17:00 Excl. Bank Holidays), which is generally the quickest way to access their service. You can also email them at bhnt.airs@nhs.net if this is more convenient for you. Kindest regards Central Complaints Team Barts Health NHS Trust
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Review titled No one care about patients at all
Rated 1 star out of 5
by Natalia Cozlov - Posted on 02 December 2023
I was transferred from Newham Hospital for a MRI, I was really disappointed, in 14 h no one came to do an assessment or see me. No one asked me if I am getting worse. And in one month London Hospital are not able to put a diagnosis or to figure out what I have.
Visited Accident and emergency services on December 2023
Review titled The Royal London Hospital
Replied on 05 December 2023
Dear Natalia Cozlov Thank you for taking the time to share your feedback with us about your care at Royal London Hospital. We are sorry and disappointed that your experience has fallen short of the standard you had expected of us. May we suggest that you liaise with the Patient Family Contact Centre (PFCC) to assist you further with this issue in the first instance? They will be able to follow this up with the service on your behalf and feedback accordingly. You can contact them via email to bartshealth.familycontact@nhs.net or by Tel. No. 020 359 42040. Kind regards Central Complaints Team Barts Health NHS Trust
Information supplied by Barts Health NHS Trust