The London Independent Hospital
1 Beaumont Square, Stepney Green, London, E1 4NLContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled No respect towards patients
Rated 1 star out of 5
by Anonymous - Posted on 20 April 2023
Had an ENT appointment at 6:20pm on 19 Apr 2023. The automatic reminder message contained the text "You may incur a charge if you do not advise us that you cannot attend" which is extremely unfriendly and disrespectful in light of what happened next. I arrived on time, filled in the patient form with the reception downstairs and was sent upstairs to 2nd floor. There I was told the clinician who was due to see me is not on site. I didn't receive a call or text message to notify me so I don't make the unnecessary trip. The staff upstairs helped me reschedule the appointment to 6:20pm on the Monday 24th but was unapologetic. The staff downstairs was much nicer but it seems they can't help. Very unprofessional and disrespectful way of treating patients. I should also be compensated for the time and cost of my travel to the hospital.
Visited Ear, Nose & Throat on April 2023
Review titled The London Independent Hospital
Replied on 03 May 2023
Dear Sir/Madam, We regret to hear that you were unsatisfied with your experience as we want our patients to always receive high-quality services. Our automated text services were created to allow other patients the opportunity for an appointment in case someone else could not attend. We have built our services on the principles of respect, which leaves no room for anything contradictory. We would like to apologise for any inconvenience you faced. We won't be able to delve into this matter via this platform, therefore I want to encourage you to send us an email to LIHPatientFeedback@circlehealthgroup.co.uk with your name and contact information, as well as details of your experience and a member of our team will be in touch. Best wishes Team at London Independent Hospital
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Review titled Outstanding inpatient service
Rated 4 stars out of 5
by Anonymous - Posted on 10 April 2023
Recently I had a procedure done at this hospital. It went well thanks to the expertise and care of the surgeon, the team and the staff in general. I cannot thank enough the nurses who looked after me once procedure was done. One thing continues to lack progress at this hospital. The switchboard is not good enough, it continues to be very difficult to get hold of someone at the hospital. It is either they leave you on hold and nobody talks to you or you are simply cut off. Please change this annoying habit and educate the reception staff to pick up the phone and delegate calls accordingly.
Visited Neurosurgery on April 2023
Review titled The London Independent Hospital
Replied on 14 April 2023
Dear Sir/Madam Thank you for your feedback. We appreciate you sharing your experience with us and are happy our team looked after you well. We understand that patients have had some challenges with the switchboard. We are working to improve this aspect of our service so that patients can have a more seamless experience. Best Wishes Team at London Independent Hospital
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Review titled Dire administration and communication
Rated 1 star out of 5
by Kenneth - Posted on 08 March 2023
I was due to have a steroid injection in my lower lumbar spine next week. I posted the health questionnaire in the hospital's pre-paid envelope almost 2 weeks before my pre-assessment. To my horror and dismay, during my assessment over the phone, it came up that the hospital lost or misplaced my health questionnaire which contains highly sensitive and confidential details. I was very upset to learn about this blunder. The administration and the communication of this hospital are dire and it needs an overhaul improvement. As a result I was forced to cancel my steroid injection appointment because I have neither faith nor trust in this hospital. In the meantime, I have to cope with strong pain-killers.
Visited Pain Management on March 2023
Review titled The London Independent Hospital
Replied on 03 May 2023
Dear Kenneth, We are sorry to hear about your experience. We take our patients' confidentiality seriously. Our team adheres fully to this principle. As we do not know the full details of what happened we cannot advise you further on this platform. We, therefore, ask that you send an email to LIHPatientFeedback@circlehealthgroup.co.uk with your full name and contact information, including details of your experience so that a member of our team can contact you. We hope to regain your confidence. Best Wishes London Independent Hospital
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Review titled Bad comunication
Rated 3 stars out of 5
by Sigitas Klikunas - Posted on 23 February 2023
I have been booked to attend a knee injection appointment at 7am. After arriving at time and waited 30 minutes i have asked when this going to start? They have advised that the doctor will see me at about 11 and the injection itself time might be even later... Big problem with me is that they have not given this info before the appointments so i could do arrangements with work so i had to cancel due to this. Disappointing and knee is still in pain...
Visited Orthopaedics on February 2023
Review titled The London Independent Hospital
Replied on 01 March 2023
Dear Sigitas We are sorry to hear that your experience was anything less than satisfactory. We understand that delayed appointments can be inconvenient and would like to apologise for the wait. We hope your appointment with our consultant went well in the end and would like to thank you for being patient with us. Best Wishes Team at London Independent Hospital Read Less
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Review titled Substandard
Rated 1 star out of 5
by Matt - Posted on 18 February 2023
While the facilities are clean and look brand new, major improvements are needed in the level of thoroughness and professionalism when dealing with patients. I was referred to the London Independent Hospital for various tests, including stool samples, by my private GP. The stool sample kit had to be collected at the hospital and returned there in person as well. I closely followed the instructions provided by the nurse who handed the testing kit over to me and brought it back to this same person the day I completed the test. A few days later, my GP asked me whether I did the stool sample as he had not received the results from the London Independent Hospital yet. As I replied to him that those were returned to the hospital already, he told me he would reach out to them directly to get an update on this. The same day I received a surreal email from the phlebotomist who had booked me for these tests, after a short and dry intro it read “have you brought this into the hospital !!.” I kept the punctuation exactly as it was. So not only had they no clue about whether the samples were returned but also dared to communicate with their patient in such an unprofessional manner. They responded to my GP five days later stating that “one of my stool samples was missed and as such a repeat sample is required”. I am still awaiting for them to arrange this but I feel the whole bunch of tests will have to be repeated because they simply lost what I returned in person. It was my first experience with them and will be the last one, I have never such a level of amateurism in a private hospital. I have been a regular of the HCA hospitals in London over the past 15 years and never had a glitch. Mistakes might happen and maybe I simply got unlucky but I expect a minimum of professionalism when communicating with patients, I don’t particularly like to be “shouted” at when I have done everything as instructed, made time to commute to an hospital an hour away from where I live, and have to do it again because of a lack of tracking of tests they conduct.
Visited Gastrointestinal and Liver services on February 2023
Review titled The London Independent Hospital
Replied on 04 May 2023
Dear Matt, Thank you for leaving feedback, though we had hoped to read about a more positive experience. We have built our hospital on the fundamental belief of putting our patients first. This means putting them at the centre of absolutely everything that we do. This also includes our communication with our patients, which should be done professionally and effectively at all times. We pride ourselves on the services we have been providing our patients for years. We want to apologise for any inconvenience you faced on this rare occasion. Please send an email to LIHPatientFeedback@circlehealthgrup.co.uk with your full name and contact information and, details of your experience so that we can address it properly. If you have any further issues please do not hesitate to contact us. Best wishes Team at London Independent Hospital
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Review titled Great service - unless you need to speak to anyone
Rated 3 stars out of 5
by Rosie - Posted on 03 March 2023
I usually have a good experience at this hospital, however, before my latest appointment I contracted covid and obviously couldn't attend. I have been calling them every day for the last 1.5 weeks, at all different times of the day, and not once has anyone picked up the phone. I'm at a loss as to how to rebook my urgent appointment.
Visited Gynaecology on February 2023
Review titled The London Independent Hospital
Replied on 19 March 2023
Dear Rosie Thank you for leaving us a review. We regret to hear that your experience was anything less than satisfactory. Our telephone lines can be extremely busy, which may result in extended waiting times. Please send an email to LIHPatientFeedback@circlehealthgroup.co.uk with your full name and contact information and a member of our team will be in touch. Best Wishes Team at London Independent Hospital
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Review titled Great - apart from the people who answer the phones
Rated 4 stars out of 5
by Tina Harrison - Posted on 27 February 2023
I have attended the hospital several times & have always experienced the best possible care , however the people who are responsible to answering the phones are the complete opposite! I have waited for over an hour , only to be told I shouldn’t have gone through to the main switchboard & very abruptly was transferred to appointments & yes after another 50min wait ( of which I gave up waiting) . Something definitely needs to done as this does not give a good impression.
Visited Don't know on February 2023
Review titled The London Independent Hospital
Replied on 03 March 2023
Dear Tina, We appreciate you sharing your feedback. We are sorry to hear about the challenges you had with the switchboard. We are reviewing this aspect of our service and working to make some improvements. It is good to know that despite the phone issue, your experience with us has been great. We wish you all the best. Team at London Independent Hospital
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Review titled Friendly, efficient and fast
Rated 5 stars out of 5
by V Williams - Posted on 17 April 2023
I've been attending the hospital for private rheumatology treatment. Everyone has been so kind and professional, and the consultant diagnosed my condition and got me on the right treatment right away, after being told by the NHS I'd have to wait months to be seen. The hospital is clean, bright and welcoming, and the nurses especially are super friendly and helpful.
Visited Don't know on February 2023
Review titled The London Independent Hospital
Replied on 21 April 2023
Dear Williams We take great pleasure in reading your great review. We are glad our team catered to your needs and provided you with great services. Your comments will be shared with the team. Best Wishes London Independent Hospital
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Review titled Great Experience
Rated 5 stars out of 5
by R Harris - Posted on 08 January 2023
Today, I visited the London Independent Hospital for what is called facet joint medial branch blocks. Prior to getting to the hospital I was so very nervous as needles and I are not best friends. It didn’t help when I was told that the Consultant, whom I was looking forward to doing the procedure was away and that the procedure would be done by a member of his team. The Consultant in question, had done fusion of l4/5 in my lumbar spine twelve years ago, which for me was a life changer! My anxiety was soon put at ease when a Consultant on the team, went through the whole procedure with me, clearly explaining the process in a very professional way and in language that was easy for me to understand. After that everything was a breeze and the staff were brilliant! from the nurse who checked me in for the procedure, the anaesthetist, who was quite amusing as he put me off to sleep, to the staff member who wheeled me back to my room post recovery. Then there was the Trainee Nursing Associate, who went through the Discharge Procedure assuring me that all will be well, warmth and professionalism. All in all a far better experience than I imagined. A big thank you to the entire team and especially to the Consultant who performed the procedure. Such a shame that I’m not allowed to say names.
Visited Orthopaedics on January 2023
Review titled The London Independent Hospital
Replied on 09 January 2023
Dear Harris We take great delight in reading your wonderful comments. Thank you for taking the time to share the experience you had with us. We are happy to learn that our team did a fantastic job looking after you during your visit. We appreciate you providing much details about your journey and letting us know about the successful outcome of you procedure. We will be passing your comments to the rest of the team. We wish you all the best. Team at London Independent Hospital
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Review titled 0/10 for management
Rated 1 star out of 5
by Neelim - Posted on 07 November 2022
I was referred 6 months ago and was waiting for an NHS referral appointment. I then had to call to find out when the next available appointment would be and surprisingly it was the next day! I had to reschedule due to a sudden death in my family and went ahead for my appointment that the lady on the phone booked for the day after. I come to my appointment and I am told I have not been booked in!! the appointment was not even made!! I travelled 1.5hours, missed part of a close relatives funeral and had to arrange childcare for absolutely no reason. I was told someone would call me to book again but no one has called!! I cannot get through to anyone over the phone and I'm transferred back to the switch board if I call another department ( that actually pick up). I'm absolutely done the management of appointments here. would never recommend to anyone.
Visited Urology on November 2022
Review titled The London Independent Hospital
Replied on 10 November 2022
Dear Nee We would like to apologise for the recent experience you had. We thrive to meet the expectations of our patients and visitors by delivering exceptional services. This includes communicating effectively and providing patients with accurate information about their appointments, treatments, diagnosis, etc. We are sorry to hear there was a miscommunication with your appointment date. We hope to change your mind about our services as we aim to resolve this issue. Please send us your full name and contact information as well as details about your recent visit to LIHPatientFeedback@bmihealthcare.co.uk. Best Wishes Team at The London Independent Hospital
Information supplied by Circle Health Group Limited