The Royal London Hospital - Ratings and reviews
Reviews
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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
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Review titled Dysfunctional appointments system
Rated 1 star out of 5
by Anonymous - Posted on 18 March 2024
Everything about the appointments system is broken. It's virtually impossible to change appointment times. There's an assumption that nobody works and can go any time. It's so stressful. You either have to wait for 2 hours on the appointments line or know the department extension no., which they don't tell you. The letters have no numbers to call (or the wrong number). Recently, the first message I received for an urgent referral was a text for an appointment cancellation but I hadn't been notified I had an appointment. Then later over that weekend another text message with an appointment for 8.20 on Monday, which I couldn't make. I tried to call at least 10 times to postpone but could not get through. I tried several times to call but no-one you speak can or will help. Switchboard only puts you through to the department, which is closed. So appointment missed and I'm being discharged apparently.
Visited Don't know on March 2024
Review titled The Royal London Hospital
Replied on 18 March 2024
Dear Patient Thank you for your feedback. We are sorry that your experience from the Appointment Service has been less than satisfactory, and we would welcome the opportunity to have this matter looked into in more detail. Should you wish for this to happen please contact the Access Issues Resolution Service (AIRS) who supports patients with appointment related issues, and they will liaise with the relevant service on your behalf with an aim to feedback to you within 5 working days. AIRS can be contacted via email at bhnt.airs@nhs.net or telephone numbers 0207 767 3205 or 0345 602 9906 (Mon-Fri 08:30-17:00 Excl. Bank Holiday). Please ensure that you provide as much information as possible, including your full name, NHS or hospital number when making contact. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Terrible staff
Rated 2 stars out of 5
by Anonymous - Posted on 20 April 2024
hospital was very unhelpful in e11 and f11 did not come when I needed to go to toilet and now caused me stomach trouble and gave medication late and had visitors making a noise all night
Visited Accident and emergency services on March 2024
Review titled The Royal London Hospital
Replied on 22 April 2024
Dear Patient Thank you for your feedback from which we are sorry to learn that your experience at Royal London Hospital was unsatisfactory. We would welcome the opportunity to have this looked into further and if you would like this to happen, please liaise with Patient Family Contact Centre (PFCC) who will be happy to support you with this in the first instance. You can contact them at bartshealth.familycontact@nhs.net. Please ensure that you provide your hospital or NHS number, contact number and as much detail as possible about what you would like reviewed, which will aid enquiries being made on your behalf. In the meantime, your comments will be shared with relevant site team. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Ridiculous
Rated 1 star out of 5
by Hajera - Posted on 28 February 2024
I am a first time mother and have had the worst experience with the maternity services at Royal London. My first midwife appointment I had to wait an hour for my midwife to see me. Come my second midwife appointment I had a family emergency and could not make it and when I called to reschedule they told me they can’t fit me in. Now I’m literally at my third midwife appointment and guess what I’m waiting an hour for this midwife to see me. The hypocrisy is real. Whenever I had tried to reschedule or take an appointment they would force me to take an appointment of their suitability and I make the time out of work to attend the appointments for them to take the absolute mick and anyway make me wait for my appointment? And do not get me started on trying to contact the midwife/maternity ward at Royal London Hospital. You cannot get through to them and they are of no help. I’ve had my queries escalated many times to head of teams and etc. Never have I got a response back. An absolute disgrace! A waste of the publics money funding this horridity!!!
Visited Maternity services on February 2024
Review titled The Royal London Hospital
Replied on 07 March 2024
Dear Hajera We apologise for the delay in replying to your feedback, this was due to a technical glitch on this platform. Thank you for taking the time for sharing your feedback about your maternity experience at Royal London Hospital. We are disappointed and very sorry as what you have described clearly has fallen short of the standards, we aspire to here at Barts Health NHS Trust. We note that you have raised concerns previously but have had no feedback. We would welcome the opportunity to have this situation looked into again and if you would like this to happen, please liaise with the Patient Family Contact Centre via email - bartshealth.familycontact@nhs.net or Tel. No. 020 3594 2040 who will be able to support you further and they are also able to escalate your concerns for formal investigation. Please note that they will need your full details and hospital or NHS number when you make contact. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled The hospital forgets people
Rated 1 star out of 5
by Anonymous - Posted on 17 February 2024
My mum has been in the CDU for over two weeks (did not move her to a ward) They have forgotten to feed her numerous times ( we had to remind the hospital) Neglected to give her medication and gave her the wrong medication. We as a family visited her everyday but in the evening we would phone to check on her ( they could not even find her bed number even know she had been their for 14 days. They have not changed her bedding we had to go fined clean bedding . Not enough equipment on the ward to support the patience’s e.g commode people ended up crying as they had wet themselves No one comes to help and this is a regular occurrence. We as visitors had to help the patients e.g getting them water etc My mum has been waiting from 8am this morning to be discharged (she just needs her medicine) We have been waiting for 15 hours I am sitting in the CDU writing this review Now let me say I love and respect the NHS but I am shocked at the sheer state once’s you are in the system Not enough support workers and the nurses have been lovely but clearly overwhelmed and over worked The system is broken when you can’t even get the small things right Surely if they gave the medicine first thing this morning we could have just hone home This would free up a bed and nurse power Allowing more opportunities to support someone else.
Visited Don't know on February 2024
Review titled The Royal London Hospital
Replied on 07 March 2024
Dear Relative We are sorry for the delay in replying to your feedback, this was due to a technical glitch on this platform. Thank you for taking the time for sharing your feedback about your mother's stay at Royal London Hospital and the delay that occurred during her discharge. We are disappointed and very sorry that standards fell way below what should have been expected, which should never happen. We would welcome the opportunity to have the concerns you raised looked into in more detail, and if you would like this to happen, please liaise with the Patient Family Contact Centre (PFCC) via email address - bartshealth.familycontact@nhs.net or Tel. No. 020 3594 2040 who will be able to support you with doing this. Please be advised that you will need to provide a full summary of the concerns to be investigated as PFCC do not have access to this feedback), your mother’s full details, hospital or NHS number and your details when making contact. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Impossible to contact
Rated 1 star out of 5
by Ali - Posted on 16 February 2024
I tried all morning to contact the department, they have no contact number that works, the switch board tried and accepted there is nobody that is answering. Forget getting an appointment, its not even viable to get through to talk to someone. How can you have a whole department and no way to contact them?
Visited Urology on February 2024
Review titled The Royal London Hospital
Replied on 19 February 2024
Dear Ali Thank you for taking the time to share your feedback about Royal London Hospital from which we are sorry to learn that you having difficulties getting through to a department. We have a designated team that assist patients with access and appointment related issues and would suggest that you liaise with the Access Issues Resolution Service (AIRS) who can be contacted via telephone number: 0207 767 3205 / 0345 60 299 06 (Mon-Fri 08:30-17:00 Excl. Bank Holiday). This team will contact services on your behalf and aims to provide updates within 5 working days. You can also email them at bhnt.airs@nhs.net but contact by telephone is the quickest way to access the service. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Staff good Environment dreadful
Rated 2 stars out of 5
by Anonymous - Posted on 01 March 2024
I was referred by my General Practitioner with a letter. I waited nearly two hours for my initial assessment when I noticed lots who arrived after me were seen. I asked why and was told I was not properly checked in. So how did I have a wristband. Things then did start to happen but my comments are about the overcrowding and lack of privacy in that area. I spent most of the time on a hard plastic chair in the corridor even when I had a drip. I had to share a drip stand with another patient. During this time I was feeling very unwell with a serious infection. I commend the young doctor I saw who was very pleasant and thorough. Communication from nurses left a lot to be desired. The ‘patient knows best’ app is brilliant but I had my discharge letter a good hour before I was told I could leave Altogether I was in the department for over 6 hours.
Visited Accident and emergency services on February 2024
Review titled The Royal London Hospital
Replied on 13 March 2024
Dear Patient Thank you for your sharing you feedback about your experience at Royal London Hospital. What you have described does not align with our Trust values and we are sorry that this was the case. We would welcome the opportunity to have the concerns you have raised looked into in more detail. If you would like this to happen, please liaise with the Site Team by emailing them at rlhcomplaints.bartshealth@nhs.net and they will support you with this. Kindly note that you will need to provide them with your full name, contact details, hospital or NHS number, and a full summary of the concerns you would like investigated as they will not have access your feedback. Please quote comment reference number: 1771858 when replying. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Nobody anwsering phone for 2 weeks
Rated 3 stars out of 5
by Olivia Lumb - Posted on 22 January 2024
Hi, I've been calling the number provided on NHS website for Ear Nose, and Throat department for 2 weeks now but nobody has ever answered. I did a group voice therapy course before Christmas and really need to speak with one of the specialists about the prescribed vocal training. I don't know what to do, as I called my doctors and they said they need to contact you directly. Please can somebody get back in touch with me?
Visited Ear, Nose & Throat on January 2024
Review titled The Royal London Hospital
Replied on 22 January 2024
Dear Olivia Lumb Thank you for your feedback from which we are sorry that you have had difficulties getting through to the ENT department. May we suggest that you liaise with the Patient Family Contact Centre (PFCC) who will be able to make enquiries into this on your behalf? Please ensure that you provide them with your full details including your NHS or hospital number, address, date of birth etc. They can be contacted via email or telephone 020 3594 2040. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Awful
Rated 2 stars out of 5
by Anonymous - Posted on 25 January 2024
I met really good midwifes there and I had a emergency c section, the doctors were great but triage (6th floor) usually is horrible, people is rude and very unkind lot of times also after give birth (postnatal) I was in a room asking for help to breastfeeding and one of the ladies told me “thats your problem”. I understand how hard has to be there with long shifts, but sometimes these people help you to go into depression because the treatment is sooo bad that you feel like you are nothing, specially if is your first baby, you need to be sweet and kind to work in a place full of babies and mummies because you can make a difference and be nice with someone in that vulnerable moment is sooo significant. Also my English is not perfect and unfortunately some people treat me as dumb
Visited Maternity services on January 2024
Review titled The Royal London Hospital
Replied on 26 January 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