University Hospital Lewisham
Lewisham High Street, London, SE13 6LHContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Long wait, unable to contact
by jupitertk53 - Posted on 24 August 2023
I've been waiting for a first appointment since the beginning of the year, and my appointment has finally been booked in for a full year after symptoms started. Presumably this will be a chat, require some tests, and then there will be even more of a wait for a procedure. I have pain that affects my daily life, and when I have tried to call to see if there are any cancellations, the phone just rings and rings then goes dead. The email address for this service, published on Lewisham Hospital's website, bounces back. It might be a great service once you get seen, but so far getting seen is a ridiculously long process and it's impossible to get hold of anyone to help.
Visited May 2023
Provided by Care opinion
Review titled University Hospital Lewisham
Replied on 29 August 2023
Dear patient We are sorry you are having problems contacting the relevant service, unfortunately we cannot tell from your feedback which service that is so we are unable to address your concerns. Please contact the Patient Advice and Liaison Service (PALS) on pals.lewisham@nhs.net with further information so that we can look into the issues you have raised. Thank you Patient Experience Team
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Review titled A&E process needs improvement
Rated 2 stars out of 5
by June Mong Loftin - Posted on 27 May 2023
My husband attended A&E as advised by his chemotherapy nurse as he had a fever and other chemo side effects. We were told chemo patients only need to identify themselves to A&E staff & will be seen immediately. However there was a security guard there who refused to let us through to reception, was very aggressive and didn’t understand the word ‘chemotherapy’. Somehow we managed to get past him and reception asked us to wait while they processed a patient. When it was our turn and my husband got up to walk towards reception the guard rushed forward and kept repeating ‘no, no, no, you have to wait’. Luckily reception ignored him and we were seen. After a 4 hour wait for tests to be done my husband was diagnosed and given a prescription. The attending A&E doctor & nurse was excellent. But Lewisham Hospital your A&E staff need training in triaging patients and in improving their attitude & duty of care. I’m not surprised the hospital’s CQC rating is Requires Improvement.
Visited Accident and emergency services on May 2023
Review titled University Hospital Lewisham
Replied on 30 May 2023
Dear Ms Loftin Thank you for your comments and feedback, I am very sorry to hear about the recent negative experience whilst attending the Emergency Department. Unfortunately our security staff are there to help prevent overcrowding at the reception desks prior to registration and to direct people to the are in which they are trying to reach within the hospital, this was introduced during the Covid pandemic to ensure infection control measures were maintained. The current processes we have in place mean that every patient will need to register with the receptionist who will identify patients who are clinically vulnerable through reasons of current or previous health conditions as per the Royal College of Emergency Medicine Quality Improvement Project for Infection Prevention and Control 2022/2023. Once identified as clinically vulnerable and following a brief consultation with a clinical streamer you may be transferred to an isolation area to await full consultation. In times of high service demand this may vary and time to assessment will be based on clinical acuity with those more acutely unwell taking priority for assessment and management. I’m happy to hear of the excellence of the attending doctor and nurse. Thank you again for your feedback, we will continue to utilise the feedback gained to improve our services. Billy-Joe Fryer Matron – Emergency Department University Hospital Lewisham
Information supplied by Lewisham and Greenwich NHS Trust