St Mary's Hospital (HQ)
Praed Street, London, W2 1NYContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled very good
Rated 4 stars out of 5
by Anonymous - Posted on 08 November 2023
I had a CT scan on 22/10 , even though the service was very good on the day , I have yet to receive my result I check every day on patients know best , no result why does it take so long to get the report ?
Visited Imaging services on October 2023
Review titled St Mary's Hospital (HQ)
Replied on 13 November 2023
Imperial College Healthcare NHS Trust is delighted to hear your feedback regarding your care and treatment received I have passed on your comments to the relevant service . Thank you for taking the time to post your response. It is common practice for the referring consultant to review the scans, prior to being uploaded to Patient Know Best. It may be worthwhile you contacting your referring consultants.
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Review titled Worst staff and unnecessary waiting time
Rated 1 star out of 5
by Asif Shafi - Posted on 14 September 2023
Staff was rude and not helpful, I left without treatment after almost six hour of wait, I was dead tired, no space to sit or sleep, people shouted at staff because they were so rude. Looks like people are being treated like animals, stuffed in small space and waiting for 8-10 hours to be seen by staff for a total duration of 20-30 minutes. What’s the system NHS has designed? Why highly tax paying nation in the world is being treated like third world country? In A&E, it’s written 4 hours to see nurse then 8-10 hours to see a doctor, why is it like that? Is it a crime to get sick and come to A&E? Your system a failure and your priority is just to get more and more money but not to give speedy and quality services to the nation. Jokers write my discharge time within 2 hours of my admission while I left hospital after six hours of discomfort. No one wants to come in A&E and GP are just time eaters.
Visited Accident and emergency services on September 2023
Review titled St Mary's Hospital (HQ)
Replied on 14 September 2023
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologies to you for your experience at the Emergency Department A&E in St Mary's hospital. If you would like to discuss this matter further, please contact the Patient Advice and Liaison Service (PALS) on either 0203 312 7777 or email imperial.pals@nhs.net . In the meantime I have forwarded your posting to the the service.
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Review titled Superb Staff
Rated 5 stars out of 5
by Anonymous - Posted on 06 September 2023
I had to leave a review of how thankful I am to all the staff at the Ashwood Centre, one of the loveliest experiences I have had in a hospital. Each and everyone of the staff were so lovely and went above and beyond to ensure I was helped. I couldn’t be more grateful of all your work, keep being amazing 🤍
Visited Sexual health services on September 2023
Review titled St Mary's Hospital (HQ)
Replied on 07 September 2023
Good afternoon. I believe you have contacted the wrong hospital. Imperil NHS Trust do not have a Ashwood center.
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Review titled Unreliable
Rated 1 star out of 5
by Anonymous - Posted on 21 September 2023
I was first referred to St Mary’s in 2019 and it was pleasant, unfortunately when being re referred this year I’ve found the complete opposite. Staff are wonderful but there is noticeably a lot less of them. Appointments are being cancelled and changed without any information, often having to chase the receptionists up for appointments etc. We were hoping to discuss the start of our treatment today with our consultant, the appointment was confirmed twice via text and ‘my mft’, both myself and my husband took time from work ready for it. When logging into our online portal we noticed that our appointment had been moved to another months time. Another month for us waiting in limbo. Not one person contacted us to let us know. When I called I was told that this was ‘due to strike action’ and they were genuinely sorry and apologetic that we should have been informed. We were aware of the strikes (to which we understand), but according to the website if you hadn’t been informed of anything you are to attend appointments as usual. As you can imagine we are so deflated. This isn't the first time we haven’t been updated or informed about appointment changes, I’m not sure if it’s an issue with the ‘mft’ service or lack of staff. We have had to make the decision to move our clinic, as we no longer feel confident that this service will provide the care and treatment to the standard we require.
Visited Fertility services on September 2023
Review titled St Mary's Hospital (HQ)
Replied on 26 September 2023
Dear Sender Many thanks for taking the time to contact PALS at Imperial College Healthcare via the NHS Choices website. I am very sorry to read of your experience with your appointments. Would you be able to get back to me with some more details, the clinic you were to attend and your details? Full name and date of birth please. I am more than happy to feed back your experience but I will need these details if I am send this to the appropriate manager. The PALS email address is imperial.pals@nhs.net. My name is John, and you can put this for my attention. I look forward to hearing from you. Again, many thanks for contacting PALS. Kind regards John
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Review titled Excellent service by imaging staff
Rated 5 stars out of 5
by Anonymous - Posted on 04 August 2023
My recent visit proved to be a thoroughly calming experience for me, in that every member of staff ensured I was entirely at ease and gave me every confidence whilst undergoing my time in imaging. They fully explained what they were doing in a very professional but thoughtful way. St. Mary's are to be congratulated on their staff and their training. My sincere personal thanks to all those staff I met on my visit.
Visited Imaging services on August 2023
Review titled St Mary's Hospital (HQ)
Replied on 08 August 2023
Imperial College Healthcare NHS Trust is delighted to hear your feedback regarding your care and treatment received. Patient Advice and Liaison Service (PALS) have passed on your comments to the relevant service managers. Thank you for taking the time to post your response. We appreciate and value your comments.
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Review titled Fantastic Staff
Rated 5 stars out of 5
by Hadden White - Posted on 05 August 2023
After coming into A&E with severe abdominal pains, I was quickly seen and diagnosed with appendicitis. I had to spend the next 5 days in the hospital awaiting surgery, and whilst that was a prolonged period, the nursing staff, surgeons, doctors and consultants were all enormously informative, polite, kind and understanding. I understand St. Mary's is a trauma hospital in central London, so some surgeries need to take precedent (hence my wait), but the staff informed me on a daily basis and ultimately I felt that I was in the best care.
Visited Emergency Abdominal Surgery on August 2023
Review titled St Mary's Hospital (HQ)
Replied on 08 August 2023
Dear Hadden Many thanks for taking the time to contact PALS at Imperial College Healthcare via the NHS Choices website. I am very happy to read that you had such a positive experience while attending our A&E service at St Mary's Hospital. I will forward your feedback to senior management in Emergency Medicine. I am sure that they will be very happy to receive this. Again, many thanks for contacting PALS with these kind comments. Kind regards John
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Review titled Great but noisy
Rated 4 stars out of 5
by Anonymous - Posted on 28 August 2023
I was visiting on Douglas Ward and the nurses were extremely noisy when the patients were trying to sleep. They were excellent in ever other regard. The noise level is the only complaint I have. The patient I was visiting complained about not being able to sleep because of the loud conversations
Visited Don't know on August 2023
Review titled St Mary's Hospital (HQ)
Replied on 29 August 2023
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologize to you for your experience at St Mary's hospital. If you would like to discuss this matter further, please contact the Patient Advice and Liaison Service (PALS) on either 0203 312 7777 or email imperial.pals@nhs.net . In the meantime I have forwarded your posting to the Douglas ward manager.
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Review titled amazing care
Rated 5 stars out of 5
by Jean - Posted on 25 August 2023
This experience was unexpected the standard of care in the wards by nursing staff was very touching. Above all the success so far of today's vascular surgery is unbelievable giving hope to those who really need it. we had an overwhelming experience with the nhs it is something to be proud of because of their medical teams and coordination together . We are so very grateful to them all especially the vascular team who have carried out an amazing operation for us together, that is touching and quite amazing. Thank you is not enough.
Visited Vascular surgery on August 2023
Review titled St Mary's Hospital (HQ)
Replied on 30 August 2023
Imperial College Healthcare NHS Trust is delighted to hear your feedback regarding your care and treatment received by the vascular team and ward. Patient Advice and Liaison Service (PALS) have passed on your comments to the relevant service managers. Thank you for taking the time to post your response. We appreciate and value your comments. We wish you well with your recovery.
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Review titled Horrible experience
Rated 1 star out of 5
by Anonymous - Posted on 29 July 2023
Called 111 . Had an appointment for 10:45 Arrived and told that no appointment was made . Went on a wild goose chase to be sent back to the original place after 30 mins of pointless wiating . To sit in a tiny room until 3:40 Am to be told to wait and see if my pain is just period related and mabye take some paracetemeol when I’ve taken aspirin paracetamol and ibuprofen the last 3 days to no avail . Was asked for a urine sample and when returned told I wasn’t pregnant without being even asked first if I could be pregnant- me being in a full time lesbian relationship I find that very unlikely … Completely dismissed by all members of the team . Made to feel horrible and invalid . Would never go back .
Visited Accident and emergency services on July 2023
Review titled St Mary's Hospital (HQ)
Replied on 30 July 2023
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologise for your poor experience with our Accident and Emergency Department at St Mary’s Hospital. We would really like to speak to you and be able to look into this further. Patient Advice and Liaison Service (PALS) can be contacted on either 0203 313 0088 or email imperial.pals@nhs.net
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Review titled Horrible receptionist
Rated 3 stars out of 5
by Anonymous - Posted on 14 August 2023
The reception of the emergency gynaecology department is rude and horrible. I’ve now had 2 encounters with this woman, I had a recent miscarriage and was incredibly upset and distraught. While I was bleeding the woman spoke rudely to me and made me far more upset. All I did was ask some questions, I got so upset I had to ask my partner to speak with her as I was in pain and having a miscarriage while she was speaking down to me. The second time again I asked about my appointment and she banged on the glass and spat out ‘there’s a waiting time’. Naturally people who are attending emergency gynaecology are going to be hormonal and most likely in a state of distress therefore the person handling reception should be patient and kind at least. If I had a choice I’d go elsewhere because honestly dealing with this sort of loss and the hormonal impact of it, I don’t need a horrible rude and aggressive woman to interact with. I’m incredibly upset again and I was dreading having to deal with her when I came back for my check up. Somebody should have a serious word with her and she should get patience and anger management training if she’s going to continue in this role. I would never normally complain however on both occasions I’ve been incredibly upset and given the seriousness of the situation I was in she made it far worse. I hope something is done about this so she doesn’t do this to other women.
Visited Gynaecology on July 2023
Review titled St Mary's Hospital (HQ)
Replied on 14 August 2023
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologise to you for your experience. I wish to offer assurance, I have escalated your posting to the gynaecology managers. If you would like to discuss this matter further, please contact the Patient Advice and Liaison Service (PALS) on either 0203 312 7777 or email imperial.pals@nhs.net
Information supplied by Imperial College Healthcare NHS Trust