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"The cleaners were always smiley and..."

About: The Royal London Hospital

What I liked

The cleaners were always smiley and friendly. Two of the SHOs were lovely and helpful.

What could be improved

1. Nursing staff were rude, aggressive and negligent. I watched one nurse try to give an elderly lady the wrong medication for roughly ten mins before she agreed to go and check and realised she (the nurse) was wrong.

2. Two members of nursing staff shouted at me - the first in the middle of the ward because I had accidentally got urine in my diarrhoea sample. Then he came to find me after my sister complained and shouted at me again. Then he sent his friend over (who pretended to be the sister even though she wasn't) and she also shouted at me until I repeatedly asked her to leave me alone.

3. Doctors and nursing staff did not communicate resulting in me being nil by mouth two nights running, but being given no drip the second night even though one of the things I was admitted for was severe dehydration. The second time when I eventually asked for a drip it took them an hour and a half to get me one. When I spoke to an SHO about this she said "Its not my problem."

4. As a result of the errors of two SHOs I ended up being taken off the theatre list, after I'd waited three days to be operated on. While they did arrange for me to have the op at Barts (which is everything a hospital should be and outclasses Royal London at every given opportunity) they were still totally incapable of accepting any responsibility and told me I'd have to get the tube to Barts even though I'd had a severe infection and had been nil by mouth for three of the four previous 24 hour periods. Moreover my sister, who had her car and could have drivenme, had asked them less than 20 mins before if I was definitely going to be operated on and if it was ok for her to go.

In short a truly horiffic hospital experience. I will never attend the Royal London again. logo
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Response from The Royal London Hospital 11 years ago
The Royal London Hospital
Submitted on 07/04/2011 at 11:54
Published on on 17/04/2011 at 10:52

We're deeply sorry for letting our patient down on this occasion. Such behaviour is a world away from the kind and compassionate care we aim to achieve for every patient, every time.

Regrettably, without knowing the exact details of your experience we cannot provide further comments here. However, if you would like to have this matter fully investigated, please contact the Trust by calling our Patient Advice and Liaison Service (PALS) on 020 7943 1335 or emailing our complaints team at

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