The London Independent Hospital - Ratings and reviews
Reviews
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Review titled Day Case Ward 3
Rated 5 stars out of 5
by Carrie - Posted on 02 July 2023
Yesterday I attended the London Independent Hospital as a day case NHS patient on Ward 3 for a variety of guided image spinal injections. The staff were so friendly and supportive, as were the whole of the spinal team, thus putting me totally at ease. Thank you so very much!
Visited Orthopaedics on July 2023
Review titled The London Independent Hospital
Replied on 04 August 2023
Dear Carrie, We are thrilled to hear that you loved the service you received. Providing exceptional care and ensuring our patient's comfort and satisfaction are our top priorities, and your feedback reaffirms that we are on the right track. We wish you all the best. Team at London Independent Hospital
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Review titled Friend not seen by nurse for 3 hours post operation
Rated 2 stars out of 5
by Anonymous - Posted on 18 July 2023
A friend had a hip replacement and needed to go to the toilet. She tried calling for help for three hours to no avail. Several of us tried to phone but just got to leave recorded message. Eventually a friend went to the hospital to alarm staff. It turns out that my friend call buzzer was broken. What is more worrying is that she was left without any observation for over 3 hours and no nurse checked on her. She could have had a serious reaction to the Anastasia or bled out and no one would have known. Many of her friends are nurses and no the consequences of not being observed. I am amazed and speechless
Visited Orthopaedics on July 2023
Review titled The London Independent Hospital
Replied on 04 August 2023
Dear Sir/Madam, Thank you for leaving us feedback. As a hospital dedicated to its patients and patient experiences, we are gutted to hear that you were unsatisfied with the services rendered to your friend. Firstly, we want to apologise as we want our patients and visitors to always feel safe and know they are in good hands. Please send an email to LIHPatientFeedback@circlehealthgroup.co.uk if you would like us to delve further into the matter. Best Wishes, London Independent Hospital
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 03 May 2023
Waited five months for an appointment. Cancelled with four hours notice, and now have to wait for 6 weeks longer, whilst in significant pain. Can't get through to them by phone at all. Waited in excess of 5 hours to speak to someone, can't get through. When I did, call handler unsympathetic and unhelpful. Was told if I'd got through sooner, could have had an appointment this week. A bit insulting when I'd been stuck on hold having called the moment the cancelled appointment text came through.
Visited Orthopaedics on May 2023
Review titled The London Independent Hospital
Replied on 05 May 2023
Dear Sir/Madam, We are sorry to hear about the experience you had. We understand this must be challenging. Our telephone lines are extremely busy due to the high demand. Our staff are expected to treat everyone with respect and be professional at all times. We would like to address the situation as soon as possible. Please send us an email to LIHPatientFeedback@circlehealthgroup.co.uk with your full name and contact details so that a member of our team can call you. Best Wishes Team at London Independent Hospital
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Review titled Doctor great, hospital communication terrible
Rated 4 stars out of 5
by Sara H - Posted on 11 May 2023
I am an NHS patient receiving treatment at the hospital. The care I get from orthopaedic surgeon is fantastic and I get to see amazing Radiologist for guided injections. Very happy with that care and I will soon be having surgery. My big problem is with communication with the hospital - there is a 2 tier system for making appointments in outpatients, one line for NHS and one line for private. It is a nightmare trying to get through to anyone on the NHS line - sometimes it takes many days of trying... very poor and frustrating.
Visited Orthopaedics on May 2023
Review titled The London Independent Hospital
Replied on 17 May 2023
Dear Sara, Thank you for leaving us feedback. We are pleased to learn about your positive experience with our surgeon and radiologist. We understand the challenges with the telephone lines, which we are working to improve. We wish you all the best Team at London Independent Hospital
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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