Royal London Hospital Community Insights Report 2018

Healthwatch Tower Hamlets undertook research on patient experiences of services at the Royal London Hospital. They analysed 1,406 comments from service users during 2018, identifying 4,780 issues across inpatient, outpatient, urgent care and maternity services. Overall opinion of the hospital was mixed but had improved compared with previous years. 

Patients were generally positive about the quality of clinical care they received. Doctors, nurses and midwives were frequently described as knowledgeable, caring and professional, and many patients reported good health outcomes following treatment. Staff were praised for explaining diagnoses and treatment options clearly, helping patients feel informed and involved in decisions about their care. Community maternity services, breastfeeding support and postnatal care were also highly valued. 

The most significant concerns related to administration and communication. Patients reported errors with appointment scheduling, lost or delayed referrals, missing test results, correspondence sent to the wrong address and poor communication about cancellations. Long waits for appointments, tests, surgery, discharge and follow-up care were common themes, and many felt the hospital was difficult to contact by telephone. Problems with communication between departments and between professionals sometimes led to delays in treatment, confusion about care plans and frustration for patients and families. 

Healthwatch Tower Hamlets concluded that while the quality of clinical treatment was generally good, administrative problems were having a substantial negative impact on patient experience throughout the care pathway. The report recommended further investment in hospital administration, improvements to appointment and communication systems, better management of test results and referrals, and continued use of patient feedback to drive service improvements.