Royal London Hospital Community Insights Report 2017-2018

Healthwatch Tower Hamlets undertook research on patient experiences of services at the Royal London Hospital. They spoke to 754 patients between October 2017 and March 2018 and analysed 2,599 issues raised through Enter and View visits, community engagement, complaints data and patient feedback. Overall sentiment about the hospital was 53% positive, representing an improvement on previous findings. 

Patients were generally positive about the professionalism and compassion of doctors, nurses and midwives, as well as the cleanliness of wards and improvements in maternity services and hospital food. However, communication emerged as a major theme, with patients often reporting poor communication about appointments, cancellations, referrals, test results, diagnoses and treatment plans. Administrative errors, including lost referrals, delayed appointments and inaccurate records, were frequently reported and were seen as having a significant impact on patient experience and access to care. 

Long waiting times were a common concern across services. Patients reported delays for appointments, tests, surgery, discharge and hospital transport, with some elective procedures cancelled repeatedly. Dissatisfaction was particularly high regarding discharge, follow-on support and patient transport services. Some patients felt they were discharged without adequate information, support or care planning, while others highlighted difficulties accessing follow-up care and community services after leaving hospital.

Healthwatch Tower Hamlets recommended improving administrative systems, reducing delays and cancellations, strengthening communication with patients and professionals, improving access to records and test results, providing clearer information throughout care journeys, improving discharge and follow-up arrangements, and addressing issues with patient transport services. The report concluded that while patients generally valued the quality of clinical care they received, improvements were needed to make services easier to access and navigate.