Guy's and St Thomas' Bewertungen 71

We came for lung cancer screening at the Sainsbury's in Kennel Hill car park
My husband is disabled and we met the nurse called LUCIANA
I asked her about the time as it was 8.10am, her tone of talking to me and abruptly telling me you can take my name and complain to anyone if you like, I was not sure why she said that because I only asked her about the procedures of the scan as we were parked in a restricted car park.
She now then said that the machine is not working and we have to wait which when we first came we knocked on the door and she said its not yet time, my concern is if the machine is not working and she already knew we were waiting she should have communicated to us so we know but my disabled husband had to come out of the car with me again to enquire
Nurses are meant to have empathy and good communication skills this nurse just talks over you and won't eleven give you a chance to speak
She has a bad attitude not fit to work in the NHS
She needs to be trained properly in patient customer service care
Thanks
A concerned wife on behalf of my husband

Absolutely unacceptable and deeply unprofessional.

My appointment with Dr Abtehale Al-Hussaini was cancelled just two days before. I was then told to come on Monday 30/03/2026 at 12:30pm. I arrived early, as instructed, only to be told that she was running late and that I should come back at 1:00pm. When I came back, I was then told she was with another patient.

What kind of circus is this?

I travel more than an hour to get there. I also work. I also organise my time carefully. This is private healthcare, and yet my time was treated as if it meant nothing.

On top of that, they wanted payment before the consultation even happened. After this experience, I will never return and I would not recommend this clinic or Dr Abtehale Al-Hussaini.

The reason I am rating 1 star is that these hospitals use hoodwink tactics when you visit. Disabled people rely on blue badge parking and signs at hospitals mean nothing they are not policed and as for signs saying 15 or 20 mins free parking are also a con once you enter hospital grounds you are already being charged so basically it's just a rip off. Please don't fall into their trap

I had an MRI done but the preparation to it was rushed, confusing and chaotic. Upfront, the staff itself on the day of the MRI were "okay", although I had to initiate questions to get proper information.

Had an appointment set for MRI which I had to chase though via my GP. Once appointment was set, a few days later I got a phone call from a lady speaking extremely fast asking me if I could change the appointment time on the same day. No problem I said. Then she casually but in a rush mentioned that the MRI will be a "mobile" MRI, continued to speak fast then said thank you and hung up.

As she was so fast I went online and did a search on the difference between a mobile and a regular MRI. Finding out the mobile MRI is cheaper to operate per session and most crucially the scan isn't as precise as the regular MRI.

Once I got the info, I called the MRI hotline back, waited 45 minutes, but they have a GOOD system where the automated voice tells you where you're at in the line. I was number 15 in the line, this helped me anticipating when my turn was to speak to someone.

I rebooked back to the REGULAR MRI without questions. It was set for a week before the origial date which was fine. But a day before the MRI I was called again, this time by the nurse who'd be there for my appointment, and he also spoke fast, asked me if I could change the time to earlier, which this time I declined.

The day of the appointment then I came ahead of time as usual,the nurse who called me the day before was polite, but again, rushing me. I started to fill in the regular form with my name, DOB, address, when he just took the form, left me in the locker area to lock my belongings away. He returned with the form and said "Sign here". I said can I please read first before I sign? He also filled the rest of the form in for me ticking boxes, which was shocking and I told him so. I read the form, and corrected some of the ticked boxes and added some concerns where asked if there are any concerns. I mentioned to the nurse that I understand it's Sunday and he might want to go home, but this is my first MRI and I don't like to be rushed!

From then another nurse took over. He also was polite, but never explained anything and just treated me like a machine. I had to make him slow down and EXPLAIN things to me. As I suffer with anxiety already and am diagnosed with PTSD, I explained this and asked him if he is able to speak with me during the scan, which he agreed. I asked him if he could please talk to me during the scan to tell me (similar to the automated phone telling you where in the line you are), for example, 15 minutes left, 10 minutes left, 5 minutes left etc. And he did that, which helped greatly. But I had to make him explain things.

After the scan the doctor herself came out to help me out of the scanner, which until then I didn't even know was there as I assumed the nurses did the scan. That's how unknowing I was on the process of scans like this, even though I did my homework online prior to the scan.

I really suggest for all the nurses, doctors etc. to SLOW DOWN and treat the patients, who make your job happen, with dignity, respect, patience and true care! And stop trying to change appointments for your benefit, esepcially talking so fast that patients can't think straight. I understand the NHS and nurses/doctors are stretched etc. but then join a union and fight for your rights instead of putting your stress or carelessness on us patients. Stop using NHS issues as a scapegoat for your carelessness and rush.

And I understand that as nurses/staff etc. do these jobs every day, they fall into a routine, but please yank yourself out of a routine as you are dealing with human beings in a medical setting. Have the patients at the forefront of your work, always!

Thank you for your service.

The greatest Hospital it was, I saw today no love towards patients hard in handling someone not well, little care and attention I have never seen it it was brutal, so said to see

Unfortunately, our mother also believed the positive but false reviews that were deliberately placed to help the hospital maintain its high ratings and she walked to St. Thomas' Hospital on her own feet without any assistance, hoping that the hospital's doctors would cure her minor condition that prevented her from walking long distances. But within 9 days under "care" of the hospital's staff our mother's lifeless body left the hospital. BEWARE !!! There are careless staff with its fatal negligences and sistemic failures at St Thomas hospital's Intensive Care Unit.

Getting through the appointments line takes far too long, and chasing up appointments wastes hours. Waiting lists for both the sleep clinic and dental restoration service are far beyond official targets.

I had two dental telephone appointments booked yet no one called and no apology was given.

Getting PALS (Patient Advice and Liaison Service) to intervene resulted in some progress.

After eight months of waiting, I was removed from the lists (for both the sleep and dental restorative clinics) simply because I missed a validation letter deadline due to ill health.

Overall, communication is poor, appointment telephone line queues are excessive, waiting lists are unacceptably long and the system feels designed for staff convenience rather than patient care.

Waited two years for a dental appt for a sleep device as I stop breathing in the night and then they prod and poke and make my gums bleed and tell me they can’t do anything until my dentist sorts this out first . Well if u don’t stick sharp implements under my gums they won’t bleed. . What a waste of time and now I’m discharged so have to wait god knows how long before I get the multiple referrals it took to get back again and probably end up with same, stab me with tools and get me out so they don’t have to actually do anything. In the meantime I don’t sleep or just die from no oxygen thanks alot, what a farce, even seemed like she wasnt sure so went off to "discuss with a collegue" or just wasnt actually trained and just prodded me to make it look like they did and then fobbed me off. And to top it off i just got a mychart update that the discharge was initiated by patient. no it bloody wasnt, it was you.. trying all forms for complaint and even tried the business CEO but no voicemail or ability to get any contact. absolute disgrace, should fire entire unit, outsource to third party at least then we should get the service and help we desperatley need.

Operators are careless and unpleasant. Its impossible to make an appointment even if you are insured. They redirect you to email to consultant practice.

I have been under Guys Hospital Dental Restorative Department for years. I am mortified and scared that even the 'best' hospitals in London are so shockingly bad. I have had to go through PALs and Complaints departments just to get the basic administrative task done. They say they will do things and then don't. I have been under them for TMJ and bruxism and though they have given me guards they have not even mentioned how my teeth at the back are so much shorter than the rest due to grinding and I am scared I am going to have to have half a mouth full of crowns (if I can get a loan) or risk the teeth breaking - I am 29 years old. Last time I went the person did not even look in my mouth, feel the muscles or look at my guard. After years, upon attending I found a different consultant in the room this time who told me that they cannot justify keeping me on under the clinic anymore. Tried to convince me to get a hard mouth guard when the previous consultant even said he didn't blame me for not wanting it as the first one got stuck in my mouth and was seconds away from being drilled out of my mouth. The trainee (sorry not sure their title) told me the other consultant no longer worked in the department. When I got to reception I was told that is not true. Stood in front of everyone crying, the lady behind reception said she would ask my previous consultant to contact me. He unsurprisingly has not. I am still waiting after approximately 2 years for my first appointment back under Oral Surgery to be booked but every time I go to their desk the person is very unhelpful tells me they will chase it and to wait for someone to contact me and no one has still. Maybe it is a good thing they are discharging me so I can learn to accept that no one is willing to help me instead of holding on to hope that the next appointment will bring more help. I have been patient and I have never kicked off even though I had every right to at times but I am writing this review for people who might come across this who need long term support for a similar issue - please heed my warning: AVOID GUYS DENTAL DEPARTMENTS.

dental care is shockingly bad. complaints department even worse . could not care less attitude from the top downwards. Tried to exercise my right of choice given royal runaround

thanks for looking after my dad

The nurse who attended to me was very lovely but for some reason the person who serve refreshments just walked past and our ward and never bothered to check if we wanted refreshments. I’m a black person but it’s strange that the black nurses and care assistants can be so rude. I was really disappointed by lack of care. I think they are in the wrong profession.

Went to the breast clinic today ended up waiting for nearly a hour and half even thoe I was the first one at the clinic and my app was first, During this time I went up to the receptionist to ask what is the delay and explained I have mental health also n suffer severely with being round people she kept saying i be seen shortly when I wasn't even on the system due to her error !!! N now I am in the imaging department n all the people that have been let in front of me due to the error are all going before me and I have to wait now Again this is not fair I am sitting here feeling like I'm gonna cry all because of their failings its disgusting the way they treat people this is not the first time this has happened to me and when you complain especially to st thomas hospital who is the worse BTW!!! They failing us and dont care even now they could of said sorry and made sure I didn't have to wait again after they error but no they making me go through the same thing I went through since 8 am in morning!!! All they do is fail me and alot of people and when you complain to pals they do nothing at all even when I offered to show evidence I think both hospital s should be investigated properly especially a n e and maternity at st thomas hospital.

I was under the Guys and St Thomas's Orthopaedic Department since August 2023 listed for a total knee replacement. The NHS is a money gimmick. It is an extremely understaffed department with only one lead knee consultant, and the waiting list is disgracefully long. I have waited since August 2023 for a total knee replacement! Diabolical, disgusting and total lack of duty of care. I have poor mobility due to severe knee osteoarthritis. During my long waiting time enduring pain and agony, I accidentally fell doing my daily tasks, and sustained a hip fracture. Hence, the waiting for the total knee replacement became even arduously longer. The risks and hazards of falls are huge, with poor knee mobility. Plus, with the doctors strikes in 2024 , the knee operation was cancelled. Another date was rescheduled, but I had to desperately recover from my hip fracture surgery. My health previously was generally good; but started to rapidly detriorate as nothing was being done about it. Finally after recovering from hip fracture surgery I had the 2nd preoperative assessment in January 2025. This revealed yet another health issue, so the knee operation was again even further delayed. Plus, as you start to age, waiting for surgery and further health complications begin to occur. So my GP finally adviced and referred me to go to a local Orthopaedics facility. He was surprised why I was even sent to Guys Hospital in the first place. I was new in the local area, and was unaware that there already is an excellent local orthopaedic department. Plus Patients have a right to change their hospital facility after 18 weeks of no treatment for their condition.

The medical secretary at Guys Orthopaedic Department did not even respond to my queries, and the consultant became irate. That led to PALS investigation who sent me to the Orthopaedics Manager. She was kind and courteous and had good people and communication skills.
However, the rest of the team were rude not to respond to patient enquiries. Overall, lack of and poor communication skills from the medical personnel. But that's the state of the NHS that we live in now.

Any reforms in the NHS, heading private, will kill majority of NHS patients in their 60s due to poor health. There is a depopulation agenda. Living constantly in pain plus ill health that requires surgical intervention will certainly exterminate us. Plus after a hip fracture I have become dependent upon carers for my independent living skills ie domestic tasks. I was extremely independent prior to the hip fracture. I don't want to risk yet another fall, and your body is not the same after a hip fracture. Shame on the NHS medical professionals as they are no longer working to make our health better with an enhanced quality of patient life. They just don't want to do the operations. We have paid national insurance contributions and taxes all our lives, and deserve some quality of life! So, the knee surgery is not free of charge. Please do not assume that we get free NHS care, and hence make us wait so long for these life changing operations! Sort out the NHS urgently please. Politicians cannot do it. Its the health and social care professionals who can. But sadly, race, ethnicity, religion, age, class stratification, gender, sexual orientation, and social status plays a huge part in who the NHS staff cherry pick, stereo-type, and provide treatment for. A single parent Asian woman will stand no chance whatsoever in the NHS system. I still remain without surgery and inadequate health. Shameful society that we live in without any care, empathy, and consideration for our fellow beings and humanity. Some health care consultants are in it just for the money undertaking largely private work.. The NHS is no longer historically what it was meant to be. It now consists of overworked and burnt out medical personnel. There is apathy and lack of duty of care.
To conclude, I highly admire the Dr's and nurses who work hard in saving lives; despite the pressures and constraints they work under. The knee consultant inspired me to swim, walk, and undertake gym cycling on a weekly basis. This has really helped my knee mobility. But, the NHS system is broken under the immense pressure and scarcity of resources. Hence, the treatments and operations simply aren't being managed or being done.
But, the NHS hospitals function due to the public. Bear it in your minds. Without the public none of the NHS personnel would exist. The public is crucial in the survival of any NHS service. Patients should be served without discrimination and oppression. All that patients require is some respect, dignity and kindness; and duty of care is paramount. Words, tone, language and expressions from the health care staff leave a lasting legacy and are always remembered.

I had an unfortunate bicycle accident and this hospital was nothing short of amazing. The nurses, the plastic surgeons, the aftercare nurses and the trauma department and stitch removal were all immaculate. Service was fast, and everyone was friendly and welcoming, excellent at their job and comedic when required. I cannot thank everyone enough and if I could remember everyone's names I would list them and wish to personally thank them. This is by far the best NHS service I have ever come across. Thank you so much. If there is a way to personally thank everyone involved, I would love to do that.

The staff were amazing. They work long hours but still have a smile on there faces the nurses and doctors there are truly professionals.

I attended urgent care at St Thomas' Hospital after a Thai boxing injury left me with a deep wound near my eye. The injury required 7 internal and 7 external stitches on the lacrimal gland. Unfortunately, I was treated by SARAH JONES , a senior emergency nurse practitioner, whose actions have left me disfigured and emotionally devastated.

She failed to follow proper medical protocol by not consulting a surgeon or ophthalmologist—both of whom are the only professionals adequately trained to treat such delicate areas. Instead, she stitched the wound herself, causing severe complications.

When the stitches were removed at Guy's hospital, there was an obvious lump of excess skin on my eyelid—so large it was visible from a distance. I experienced ongoing pain, and 20 days later, two non-absorbable stitches forced their way out, creating a keloid scar due to how long they had been left in. Despite the seriousness of the outcome, the hospital gave me a review appointment eight months later. Absolutely outrageous.

Thankfully, I had the financial means to afford private surgery. Without it, I don’t know how I would have coped. I genuinely believe that the actions of this nurse put me at risk of permanent damage—including potential blindness.

Sadly, this is not the first negative experience I’ve had at this hospital. But this incident has been life-altering. The care I received was not only negligent—it was dangerous. Patients deserve better, and this level of risk and indifference is unacceptable.

Disgraceful! Got an appointment booked in but one of the receptionists got mine cancelled without reasons. Had to complain about it. Finally got seen and had to get an appointment for the result. However, they messed up my appointment again! This is all from the pre assessment department whoever arrange the appointment, utterly useless and unacceptable for messing up patient's appointments just to hit their KPI. I am going to take legal actions against them and report them to the press globally!

I’ve usually found Guys Hospital staff excellent but I recently was disappointed by a porter wheeling me in the hospital in a wheelchair very closely past the area where you purchase snacks etc. I asked if he could stop quickly so I could get a coffee and sandwich. He said he was too busy to stop for me. I was ok about that. I know there are other patients that take priority over my hunger. When he took me to my destination within the hospital, I was quite perturbed that he spent a considerable amount of time for a general chat about nothing hospital related with a colleague, right in front of me! The time that took, he could have fulfilled my request in much less time he took to chat to his friend about nothing important. I then realised he just didn’t want to take me. This was the first time I had ever been refused such a request. This small experience burst my positive bubble. It can take just a moment to be considerate to a patient and avoid negative reviews such as this that spoils it for the other exemplary staff at Guys. I just want this porter to understand that I didn’t request him stop for fun. I hadn’t eaten all day. I can only get around via wheelchair. His consideration for just a few minutes would have been so appreciated. I then had to wait 2 more hours for transport home.
Update: the next day at my next appointment, I made the same request to a different porter. Yes he was very busy but he was courteous enough to take me. He left me making my purchase whilst he fetched another patient, then he returned to collect me. I wish I had taken his name because he is a very special employee, friendly, cheerful, courteous.