CIS Report - Royal London Hospital 2017-2018

Key Findings:

• Most patients found the doctors at the Royal London to be professional and trustworthy; they praised their kind and dedicated manner.
• Levels of hygiene on hospital wards received positive feedback from patients.
• Opinion of clinical nursing has improved compared with our previous report. Nurses were praised for their kind, compassionate attitude.
• Opinion of the hospital’s maternity services has consistently improved since we started monitoring in 2016.
• Patients have also noticed improvements to the quality of hospital food and meal service.
• A small number of patients felt that their pain was dismissed or that they did not receive appropriate pain management.
• Some patients report long waiting times between initial referrals and receiving treatment, beyond NHS guidelines and to the extent that they feel their health and well-being are in danger. Some patients end-up seeking costly private treatment as they feel it is not safe for them to wait until they can be seen.
• The surgical clinic is particularly affected by cancellations, as users waiting to have elective or scheduled procedures are pushed back to free up the clinic for those in need of emergency surgery. In some cases, a surgical procedure can be cancelled multiple times, increasing the risk of the patient’s condition deteriorating.
• Satisfaction with hospital transport services has improved somewhat, but delays for patients leaving hospital and lack of training for drivers about disabilities and special needs remain an issue.
• Admin errors continue to cause delays in care and to have a negative impact on patient outcomes.
• Patients continue to be dissatisfied with the discharge process and the lack of follow on once discharged.