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 Poor communication
Rated 2 stars out of 5
by Rosie S - Posted on 01 February 2024
The care I experienced at The Royal London before and during my operation was good, however the communication after my mole removal was extremely poor. I was due for an in-person appointment to discuss the results of my biopsy on Mon 8th Jan, and even received a text reminder about the appointment the Friday before. However upon arrival, I was told my appointment was cancelled. The receptionist was unhelpful and advised me to call the dematology number to rebook, which I did, however I tried multiple times on multiple days and could never get through. I ended up finding an email for the hospital online after much searching, and my query was passed onto the Access Issues Resolutions Centre department. I was supposed to hear back from them within five days, however I did not hear anything in this time. I called the the Access Issues department and it rang for ten minutes - once they picked up, a kind employee was able to locate my record and forward me via email the letter I never received regarding my results. Overall disappointed and left upset following my experience.
Visited Dermatology on November 2023
Review titled The Royal London Hospital
Replied on 06 February 2024
Dear Rosie S Thank you for taking the time to share your feedback. We are saddened, disappointed and sorry that your experience has fallen short of the standard we expect for our patients. We would welcome the opportunity for the concerns you have raised to be looked into and the outcome shared with you. If you would like for this to happen, you can email the Royal London Hospital Site Governance Team at rlhcomplaints.bartshealth@nhs.net with as much information as possible, including your NHS or hospital number, contact number, address, and date of birth. This will allow the service to locate your details on the system. In the meantime, please be advised that we will be sharing your comments with the service, as it is important that they are made aware of your experience and the impact this had. Kindest regards Central Complaints Team Barts Health NHS Trust
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Review titled Bed issue on kids ward
Rated 2 stars out of 5
by Anonymous - Posted on 21 November 2023
My son who is 2 has a surgery booked from months before for today. We arrived at the hospital at the correct ward 6b. I was told to go up to ward 7e then was told to go to ward 7d as none of the wards had bed available for my son. Im still in the ward over 2 hours and i just got left in the play room with no room my son has been told to stop eating from 7:20am and surgery is delayed because of no bed availability. I asked the nurse she doesnt know when it will be ready either. Absolutely ridiculous my son hes sleepy and im trying to out him to sleep in his buggy in a play room!!!!
Visited Paediatric Surgery on November 2023
Review titled The Royal London Hospital
Replied on 22 November 2023
Dear Parent Thank you for your feedback about the lack of beds on the Children's ward at Royal London Hospital. We are sorry to learn of you and your son's experience which falls below the standard that we would expect for our patient, and we fully appreciate how upsetting and frustrating this must be. We would suggest that you ask for a senior member of the ward to see if they could provide you with further information. You can also liaise with the team in the Patient Family Contact Centre will be able to assist you with the concerns you have raised, and they can be contacted on Tel. No. 0203 594 2040. If you decide to contact them, please have your son's details to hand (i.e. full name, hospital or NHS number, your name and contact number), and provide them with a brief summary of your situation. If it is more convenient for you can do this via email to bartshealth.familycontact@nhs.net Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Brilliant rehab programme!
Rated 5 stars out of 5
by Anonymous - Posted on 17 March 2024
I was under the Rapids Access Acute Rehabilitation programme for 6 weeks, and I would recommend it to anyone. The staff were very nice, knowledgeable and professional. They gave good advice about developing wheelchair skills and, as a result of being on the programme, my physical mobility, balance and flexibility greatly improved.
Visited Physiotherapy on November 2023
Review titled The Royal London Hospital
Replied on 18 March 2024
Dear Patient Thank you for taking the time to share such positive feedback about the Rapids Access Acute Rehabilitation programme at Royal London Hospital. We are pleased that as a result of the advice given you," your physical mobility, balance and flexibility has greatly improved". We will ensure that your feedback is shared with the service who we are sure will be happy to receive your kind words. Best wishes Central Complaints Team Barts Health NHS Trust
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Review titled Extremely poor communication or none
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2023
If you’re trying to contact this department you’re wasting your time. They do not pick up their phones. Tried via switchboard and it’ll be ringing for ages.
Visited Dermatology on November 2023
Review titled The Royal London Hospital
Replied on 09 November 2023
Dear Patient, Thank you for taking time to contact us with feedback about the difficulties have experienced in contacting a department at the 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 Horrible to children
Rated 1 star out of 5
by Anonymous - Posted on 27 October 2023
This department is horrible, I was referred by my GP for the ENT department to asses me and put me on a IV drip as I have an extreme case of tonsillitis and I am unable to swallow liquids or solids . They discharged me with pills and didn’t even look at my tonsils they just took my blood test and sent me home . I had no pain relief , no antibiotics or steroids from a IV as the GP had requested and they sent me home after waiting for 5hrs without even seeing me . Horrible department who do not care about their patients. I am only 17
Visited Ear, Nose & Throat on October 2023
Review titled The Royal London Hospital
Replied on 30 October 2023
Dear Patient We sincerely appreciate your valuable feedback regarding your recent visit to the Royal London Hospital. It is evident from your account that your experience did not meet the high standards we strive for at Barts Health NHS Trust and for this we apologise. When things do not go as well as it should have, it is important that we take the lessons and learn from them. We would welcome the opportunity to look into this matter and if you would like this to happen, please liaise with the Patient Family Contact Centre (PFCC) either via Tel No. O203 594 2040 or email address - bartshealth.familycontact@nhs.net. Please ensure that you provide your hospital or NHS number, date of birth and a contact number when reaching out. Thank you again for sharing your feedback which we have taken very seriously. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Can't make contact with plastics secretary
Rated 3 stars out of 5
by Anonymous - Posted on 03 November 2023
Last week I dislocated my knee on my way to my MRI scan arranged by plastics. On my journey I disclocated my knee. I decided to call an uber home as I was limping as I had no one to help me to my appointment. I tried to call the hospital to notify them but it took hours to get through as no one was answering my call but I didnt give up. Finally when I got through they apologised as they said all scan depts are having major phone issues and I have been discharged. I explained what had happened and was told that I would have to contact the plastics secretary to get reinstated and put back on the list. I called the plastics secretary and after an hour she picked up and said she would have me put straight back on and to call MRI to rebook my appointment in a few days. I have been calling for hours everyday directly and via switchboard to explain that the MRI dept says they cannot see me on their list but no one is answering. I have been calling for 4 days now for hours and my anxiety is getting worse being on the phone for so long feeling like no one will help me fix this. So many hours, stress and anxiety to fix one thing. Why is there even an option given out by a hospital member to contact the doctors secretary if no one will answer?
Visited Plastic surgery on October 2023
Review titled The Royal London Hospital
Replied on 06 November 2023
Dear Patient Thank you for taking the time to share your feedback. It is clear that we have failed to meet the standards that you would have expected from Royal London Hospital, for which we apologise. We have a dedicated to team called Access Issues Resolution Service (AIRS) who assist patients with appointment related issues (by liaising with the relevant service on your behalf), and we would suggest that you contact them to support you in the first instance. If you would like to use this service, you can contact them via email address - bhnt.airs@nhs.net, or telephone numbers 0207 767 3205 or 0345 602 9906. Please ensure that you provide your NHS or hospital number when making contact as this will make it easier for the service to locate your information. We will ensure that your comment is shared with the service, as it is important that they are made aware of the difficulties you are experiencing and the "stress and anxiety" this situation has caused. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Unable to contact Antenatal Clinic by phone
by Tahmina - Posted on 22 September 2023
I had a glucose tolerance test booked for this week which I was unable to attend due to my son getting chicken pox. I tried calling every possible number available under the sun for this department to rearrange, even the Royal London switchboard and no answer. This department is unbelievable, considering when you actually go to the clinic there are numerous people working at the office but not even one call is getting picked up. The number I called was the one given on my maternity book and I even tried the numbers on the websites as well.
Visited September 2023
Provided by Care opinion
Review titled The Royal London Hospital
Replied on 25 September 2023
Dear Tahmina We sincerely appreciate you taking the time to provide feedback, from which we are disappointed to hear about the challenges you have faced in reaching the antenatal clinic at Royal London Hospital (RLH). We acknowledge how frustrating and distressing this must have been for you and want to extend our apologies for any inconvenience caused. If you are still encountering difficulties accessing the service, we recommend you contact the Access Issues Resolution Service (AIRS) who deal with appointment issues across the Trust on Tel. 0207767 3205 or 0345 60 299 06 (Mon-Fri 08:30-17:00 Excl. Bank Holiday) - Email: BHNT.AIRS@nhs.net to assist you further. Kindly ensure that you have your NHS or Hospital number available when contacting the department as this will allow the service to locate your information quicker. We are also providing details for the PALS Team at RLH - 0203 594 2040 and email address bartshealth.familycontact@nhs.net, which is another team that can support you. Best wishes Central Complaints Team Barts Health NHS Trust
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Review titled Wonderful Staff and Service
Rated 5 stars out of 5
by Anonymous - Posted on 10 September 2023
I was moved throughout the hospital promptly, the staff and service were wonderful, I could not ask for more. Every possible risk was assessed.
Visited Infectious Diseases on September 2023
Review titled The Royal London Hospital
Replied on 11 September 2023
Dear Patient Thank you for taking the time to share such positive feedback about your experience at Royal London Hospital. We are so pleased that you found both the staff and the service "wonderful". We would like to ensure that your kind words are shared with the relevant team/s and would appreciate if you could let us know which service you attended. You can send the details to the Royal London Hospital Site Team email address at rlhcomplaints.bartshealth@nhs.net - please add 'Wonderful Staff and Service’ in the subject box so they can link this information with your original feedback. In the meantime, your feedback will be shared with the site team for their information. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Excellent experience
Rated 5 stars out of 5
by Natalie - Posted on 15 August 2023
We were seen as soon as we arrived on the children’s day ward. The doctor we saw was friendly, reassuring and clear. When other staff were unexpectedly needed for assistance (neonatal nurse, anaesthetist and consultant anaesthetist) they arrived quickly and again provided great care. We are very grateful to the team at the hospital. Thank you.
Visited Children's & Adolescent Services on August 2023
Review titled The Royal London Hospital
Replied on 17 August 2023
Dear Natalie, Thank you for taking the time to share your positive feedback about the care you received at the 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 Bad communication
Rated 3 stars out of 5
by Anonymous - Posted on 07 August 2023
I have been on call waiting for receptionist to answer my call over 10mins and no answer im afraid service isn't good.
Visited Ear, Nose & Throat on August 2023
Review titled The Royal London Hospital
Replied on 08 August 2023
Dear Patient Thank you for taking the time to share your feedback about the difficulties you experienced trying to get through to one of our services at Royal London Hospital, for which we apologise. Unfortunately, with such large hospitals and high number of patients there are situations when phone waiting times can be a lot longer than we would like. You did not specify which department this relates to, and we would be grateful if you could email the Patient Family Contact Centre (PFCC) with this information so that the concern you have raised can be shared with the relevant service. PFCC email address is bartshealth.familycontact@nhs.net. We do hope that you were eventually able to get through to the service you required. If not, you can raise with PFCC who will be able to assist you further. Kind regards Central Complaints Team Barts Health NHS Trust
Information supplied by Barts Health NHS Trust