"Lovely staff who are very compassionate and..."

About: The Royal London Hospital

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I have scored this survey on behalf of my late Grandfather. He spent his last 10 days (or thereabouts) at The Royal London. The wards were clean (a couple of times I saw things dropped on the floor but no dirt anywhere). I cannot praise the kindness and professionalism of the staff enough (both nurses and doctors). They were always informative to family members, willing to take time to discuss options and to listen to us. A couple of times I arrived to visit only to find the curtain round the bed and my Grandfather being treated. I would quietly listen, not letting on that I was there and always pleased to hear how kindly the staff spoke to him. After being told that he may respond better to his nickname rather than his real name they always called him it. He was always found to be clean. My only concern was when I heard a Doctor say to a nurse that he had been put on the incorrect does of a medicine by someone else and it must be immediately changed and the person 'spoken to'. Worrying that this could happen. Also, when he needed liquid painkillers they had none in stock and he had to wait 24 hours until they were ordered and delivered. This really distressed me as he was suffering so visibly. We found that his day nurse was especially kind to family members, always listening to us and trying to keep our spirits up. When my Grandfathers time came to pass family were with him for over 24 hours. During that time the doctors and nurses were informative, kind, professional, supportive and regularly checked that he was clean and comfortable. He was allowed to pass with dignity. At the final moment the doctors were really lovely and respectful. Even when we were leaving the hospital they went out of their way to offer their condolences to us. My whole family would like to thank the lovely staff on ward E9 (Urology). One little downer was that sometimes it took quite a while for someone to open the doors to let you on the ward or we would have to phone a fellow family member who was already there to come and let us in.

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Response from The Royal London Hospital

Thank you so much for taking the time to make such a positive comment about the Urology department at the Royal London Hospital, Barts Health NHS Trust. Your feedback is greatly appreciated and will be passed onto the service manager and Head of Nursing to share among the team.

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