The Royal London Hospital - Ratings and reviews
Reviews
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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 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
The Royal London Hospital has not yet replied.
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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 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
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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