Absolutely impossible to get anyone from the urology outpatients dept to answer the 'phone so that I can change an appointment. I have literally tried for hours' over days' and no-one picks up. Even their own reception services can't get them to the answer the phone.

As an in-patient waiting for minor surgery, I had to endure a most unpleasant encounter with my angry and agitated surgeon, in which I got shouted at, patronised and my medical problem belittled. Feeling most distressed, it was like a delinquent soldier getting a dressing-down by a loud, "mad-dog" Sergeant Major. Quite simply, the surgeon was rude, toff-like and supercilious. What an experience! And this is the hospital that apparently pretends to be "putting patients first"! (Their actual slogan, would believe!) I was soon to be placed on the operating table, but guess what? Instead, I packed my bags and left in disgust! I simply cannot trust my precious 'corpus' to be messed with by such a disagreeable person and shall therefore continue treatment somewhere else. And..... I shall never set foot at this place ever again!

Trying to speak to someone to change an appointment is a bloody nightmare got more chance of speaking to my grandma she’s been dead for 40 years

Recently I had to attend this hospital with my wife, I must say some of the staff were really nice, but my overall impression was of the lack of dignity and control for the patient. On several occasions my wife (being quite a polite person) found herself in a very exposed position and usually without having given consent. The staff tend to talk down to you, I felt as if I were being scolded like a 7 year old for questioning something, they should bear in mind that patients have choices and can decline any aspect of treatment. During her operation I was waiting in the relatives room and despite asking several times, nobody could tell me how she was doing, In the end I phoned the UCLH switchboard who then put me through to the recovery area only to be told she had been moved to the intensive/critical care unit. I had patiently waited for approximately 5 hours, it appears to me that visitors to their loved ones often with very serious conditions are regarded as an total inconvenience. I am thankful to the Doctors and nurses for helping my wife on this occasion, but pray that she or any of my family/friends never have to go there again.

This is by far the best care that I’ve experienced. I had a urology appt with overnight stay. The staff are very friendly and it’s an extremely happy environment.

Took them 11 years to diagnose the issue I had; performing 3 unnecessary operation, and a number of general anesthesia procedures in this time. I had to research the medication I required, and go my local gp, to prescribe it, whilst waiting for the treatment I needed. Referred in 2009, begun the Treatment course I needed early this year - 2020. To sum things up, this establishment is an absolute shower!!!

My Dad’s prostate cancer was being treated at Ipswich Hospital with radiotherapy and not only were the machines always breaking and the treatment didn’t work but as hard as people worked it wasn’t a great atmosphere! I appreciate it’s a hospital and not a pub but still. Westmoreland Street by comparison is exceptional! They are the leaders in their field from what I can tell and everyone from the cleaning lady who helped my Dad with his mask, the receptionists who never try and rob you off like other medical receptionist to the nurses and doctors who gave the highest standard of care you could ever hope for! I appreciate not everyone gets to choose where they are treated on the NHS but where ever you’re from in this country if you get the choice of this group of hospitals especially this one I cannot recommend it highly enough! Not only did they save my Dad’s life but every step of the way whoever we dealt with they went above and beyond to help him and we’ll all be forever grateful and owe you all so much! Also there’s a pub immediately opposite!! Only thing that’s a challenge is they have no parking anywhere so be prepared!

Came for an MRI got told to come an hour early because I'm very difficult to canulate so I did so then sat there and sat there nothing happened then got called In over an hour later and 15 mins after my actual appointment was meant to be, spent a good 20 mins to half an hour trying to get the canular in in total was there for 2hrs which could have been avoided..don't tell me to come early and then not do anything for over an hour, I don't live in london takes me nearly an hour to get to London!

When I was first diagnosed with prostate cancer I thought I was going to die.After a biopsy and tests, I was sent to UCLH where I was told I could Have Radical Prostatectomy where as the prostate is removed by consultants using the Da Vinci Robot.I was soon put at ease when told they can rid this disease and remove the prostate.I went to a pre surgery school here where I met other men with the same problems and was explained by the nurses all aspects of my surgery. Two weeks later, the day of my operation I met my consultant who calmed me down , and I was soon in the theatre where every single person had a specific job to do.I woke up back in the ward and where I was well looked after by the amazing staff. It is now 5 weeks since my op and recovering well. I would like to thank my consultant who performed my op and every single person who was in the theatre at the time helping to save my life and rid this disease.

Everyone I met here today was super nice and kind! I was referred to this urology clinic from A&E, so I had a fear of receiving the procedure. But as I entered the building, the man at door kindly greeted me with a new mask and guided me where to go. The toilet was so clean (the most clean toilet I have ever seen at UK hospitals) since the cleaning lady was very hard working. Upon clincal encounter, the nurses were very kind and professional (especially Comfort and Matt) as well as the urology consultant, who made a precise decision and explained the issue very clearly. I had a good result, so the nurses shared my happiness and cheered for me. Thank you for the empathy and kindness everyone shared with me today❤️ Highly recommend this hospital!

Waiting rime is ridiculousbeing in a posh area you will expect a better service. It shows no matter where the hospital is its the same NHS service

Seems so posh but it's just rubbish . Coming from the nurse .

I received care in 2nd floor short stay surgery ward in January 2024. The staff were caring, efficient and friendly. The vulnerability one feels on such a visit is anxiety inducing but the attentive and caring attitudes and warmth from staff makes all the difference to the experience. These people are the true heroes and we should all be thankful.

I came to the A&E this past Saturday for a blocked catheter, I must have had about 10(bags of saline solution) flushes to remove a blocked catheter, a urologist turned of the flush yesterday morning went to his theatre and within a couple of hours I had a severe blockage why would a urologist even turn off the flushing system and not come back? Knowing full well the outcome,And now I have the head nurse who says that she has been working at UCLH not even tell me what medication she is giving me and accusing me of abusing her ( default position when they know that they are wrong), total incompetence by everyone involved in treating my blocked catheter, and yet I still don’t have any answers as to how they are going to address this serious problem how much longer should I be wearing a catheter?

I was referred here and they called me the next day to give me an appointment for a few days later. They the did a series of tests very quickly which was fantastic. Everyone was super kind and treated me very well. The entire hospital is dedicated to urology so its the perfect place to be.

I was an inpatient at UCLH Westmoreland Street for one night after surgery. The hospital was supposedly refurbished by UCLH in 2015 after they took it over from St Barts when it was The Heart Hospital. The refurb must've been done on the cheap as many of the installations are already falling to bits. Pretty much without exception, every member of staff I interacted with was helpful, pleasant, friendly and professional particularly the nurses and ancillaries on the ward. Management and systems, however, are a disaster here. Staff are really struggling with a new IT system that seems ill thought through and implemented without much consideration for the end users - the nurses and care assistants. The centralised aircon system in this hospital has only one setting. Extra hot! It's stifling inside. So unhealthy for patients and staff alike. And it must cost a fortune too. Overall I'm very happy with the treatment I received at UCLH Westmoreland Street but there's certainly room for improvement.

After 1 year and 7 general anaesthetics later, the level of care I've received at Westmoreland Street has NEVER faltered. It is second to none! ALL the staff are caring, friendly and supportive. Everyone goes above and beyond to make sure their patients are looked after. The communal areas are super clean and you are asked to wear a face mask upon entry to the building. The canteen is well stocked and has small outdoor area for fresh air. Overnight accommodation may be made available for those who need to travel a long distance for morning procedures. These rooms are basic, but they do the job :)

Very clean hospital, staff polite,urology department very professional, and made me feel very at ease when examining my problem..

Have been diagnosed with stage 4 lung cancer and visited hospitals in the US and Europe for treatment. UCH is jus t so much better than any that treated me, including the private ones. The staff care, they are friendly and made me feel safe and looked after. I can not recommend the hospital enough.

I have been to this hospital for several years and can honestly say that I have always received the best care. The medical team in urology always take great care of me and are very helpful. The hospital is clean and always tidy. I have no complaints.

mixed experience here the nurses and drs and admin staff were great. however I found what I believe to be an slim Asian porter wearing Dark Navy blue jumper slim Indian male quite rude. he randomly approached me and my mother and asked if the wheelchair my mum was using ours. I told him twice its ours and we came into the hospital with the chair. his persistence in telling me otherwise was quite outlandish and rude since I've effectively bought this chair from the hire company 5 years ago. can one of the managers please look at the entrance for today around 14:15 onward? I was sitting there with my mother at the seating area on the right side of the entrance as you enter the hospital, awaiting my cab.

Hi, I had a remote radical prostatectomy here on the 23rd October, less than 2 weeks ago. I would just like to say a huge thank you to my surgeon’s who through their amazing skills managed to spare the all important nerves. Also to all the nurses, carers, cleaners who cared for me and were brilliant in every respect. Could not have hoped for better treatment. Sorry to confuse with the name, this is my partners google thingy. Many thanks again Matthew Cooke.

Very good surgeon and consultant They explain everything very simple and clearly They are very professional 👏 👌 😀 Nurses are very helpful

Excellent medical support and treatment, outstanding hospital cafe food, best salad and best stew I've ever had and really tasty soup too. Only one glich, otherwise 5 star, I'm taking up with the fire service. 14 bin bag size bags of rubbish in the stairwell to the overnight stay bedrooms, on the first floor of 6 floors. Told that the entrance I came in was the only way out. A staff member showed me another way out, but said he wasn't meant to tell me. The manager said he shouldn't have told me!!(it's on the 6th floor! - with no fire exit notice, just a notice telling staff that they must not use this exit!). I look forward to this manager's letter, he promised within a week, after some pressure! He refused to deal with the situation, but anyone staying there, if the rubbish in the stairwell was on fire, the higher up you were, the less chance of survival, not being aware of the top exit. He said he'd speak to the fire officer who does the inspections, refused to give me the F.O's contact number or name, when I asked why, "Because he's a member of the Trust"!!!! Says he won't do anything straight away to resolve the concerns of rubbish in the stairwell (collected 4 x a day evidently), or the exits, until he's spoken to the Fire Officer. (or about confusing information about fire exits(s) or about the fire exit signage (where you follow the signage, on the floor you exit the stairwell, it doesn't show which way to turn in the corridor!). I know the manager was very busy doing year end figures, but really! REFUSING to tell or allow staff to tell where there are three possible exits, at least, rather than just the one where you came in, on the GROUND floor or sub basement!! Two other overnighters were rather relieved to know about the alternative ways out!

Been in here for 5 nights following surgery and can't fault staff from domestics to the surgical team on urology. Only a couple of little niggles which are that there is no TV in the patient bays on the wards and the food is a little bland and repetitive with one menu to choose from. Other than these and just the fact that boredom sets in its a pretty decent hospital.

Respect. I'm working for UCL and their hospital is doing job well. I don't know better place to go. Please do not come here because I don't want wait so long.

My wife has been treated for bladder cancer, and the Medical Staff have been absolutely amazing. I cannot say thank you enough.

When you first walk in they have a problem with me I have alot of medical problems and have carear with me at all times o have letters irs on my records which they don't decide to read asboutely rude and I ended up with heart pain and trauma and in tears rest of staff at next reception fine docters nurses surgeons all great I've been under this hospital many years they can not treat patients like that makes me not want to come anymore but as I say rest of staff 5 stars

Constantly rebooking of appointments have to wait more than 3 months to see the doctor. Really unprofessional.

A lady at the very first reception who wears the hijab when I showed her my appointment form, she told me to go further down and sit in the corner. Not informing me that I had to register at another reception to let my doctor know that I’m here so they could call me. So now I have sat here for approximately almost 2 hours when my appointment was supposed to be at 10am. Completely unacceptable and could have been avoided if the lady had been more clear on what and where I need to go. Would give zero stars if I could as I’m absolutely livid. Not the first time I’ve had an appalling customer service here either. It’s been multiple times now

This is second time at Westmoreland street urology where I've turned up for my apointment only not to be seen, since moving from Huntley street durring covid the level of care for me personally has gone down hill. Existing cancer patient but still having ongoing issues which Mr Muneer team do not show any interest in, just want you in and out as quickly as possible. Twice now sent messages using my care app and to this day no replies or apointments made.

Avoid Dr Chi-Ying Li at all cost for mtese she is bad literally seemed she made no effort choose any other Dr but her

Couldn’t have ask for better nurses and surgeons. My dad recently went in for an op at Westmoreland Street and his recovery care on the thoracic ward was excellent. Would especially like to mention Steve who was just brilliant. Always had time to answer questions and explain things. He was very very helpful.

The medical team is very caring. ☆☆☆☆☆

I had a nurse yesterday making allegations about how I perform my work and about the "good money" I am being paid...all she needed to do was to ask questions to the person I care for but then for no reason she started making very unusual comments for over one hour. I will mo longer go there for obvious reasons. I dealt with staff from other Hospitals and I never been treated like this anywhere else. I am filling up a complaint about this...I even recorded her making this allegations. I dont know this nurse from anywhere and she apparently is the boss of the hospital according to her.

My life has been saved here about 14 years ago.

Excellent hospital clean and all the staff from doctors to nurses are extremely professional and friendly had a surgical procedure done and the care i received was first class

Thanks to Mr Ockrim and his team and all the Nursing staff on short stay ward. Sent on behalf of Joseph zdyer.

Excellent hospital, fantastic staff. If you have to be in hospital this is the place to be. People pay big bucks to go private to get this level of care!

Probably one of the best. Considering it’s NHS you could mistake it for being private. Some of the best consultants here, up to date with the very latest technology, some amazing stuff they do here. My only criticism would be after procedures in the ward, there are very few staff compared to a general hospital, buts that’s down to government cut backs. Appointments get changed a lot, this again I would say to lack of staff. Staff are very friendly, not found them to be unfriendly as some have suggested, and I have been coming here for around 3 years on regular visits. Keep up the good work😊👍

This would have been a 5 Star rating as the Doctors and Nurses are amazing But the evening reception on Children's A& E ..oh my word Unprofessional Dismissive Rude..Late Tuesday night my baby grandson was transferred to Uclh with suspected sepsis I went to the front desk at Children's A&E to enquire if he had arrived yet in the ambulance from High Wycombe..The receptionist totally immersed in an online game on her mobile paid me no notice..I actually had to ask her the question again ! She was so engrossed in her game on her mobile..when she did eventually answer she said she couldn't help me!! And went back to her game..I then went through to the actual Children's waiting room and the young girl on reception there was also on her phone AND said she couldn't help me My worrying point is when any child is taken ill and admitted/ being transferred to Uclh the family member needs to be confident with the questions they ask..not ignored and definitely not see reception staff immersed in mobile phone games..please Uclh address this issue

This is a fantastic hospital, it is a specialty Hospital, thus the care that you have from here is very tailored to the needs of each patient. I would recommend this hospital to anyone. I travel over 80 miles to go there, but it is well worth it. What price do you put on health when you have been told there is no other options by your local hospital.

I cannot thank the nurse and doctor enough for there kind and caring help today i suffer with anxiety and being on my own they made me feel so at ease so kind and caring thank you so much I did try to find the nurse before I left to thank her and tell her my out come but couldn’t find her so hopefully she may see this once again thank you

Attended on 23/5/23 and after a painful exhausting 1.5 hour journey with multiple stages, I was reprimanded by a female receptionist for standing at the counter and told to move behind a sign just 2ft away - I was literally hanging onto the counter to steady myself as I had leg pain and weakness. Then told by the male receptionist my appointment was cancelled and I should "just go home" - I had not received any letters about this so I refused. After a lot of faffing, anxiety and distress, Manager Jo Proestou was helpful and kind in liasing with the busy team for me to reattend later that day. Registrar Leo Kretzmer was professional and comforting, made me laugh to ease my anxiety, took note of the difficulties I had faced managing my condition and the hospital procedures / obstacles during the past few years under ever-changing consultants. He did a risk assessment and treatment plan there and then, with diagrams and notes for me to take away. I was offered tests immediately and received meds. Both Leo and Jo were exemplary, each of them approached me with well wishes as my friend and I got drinks in the hospital cafe after. I wish Leo all the best in his future career, he's a shining star in this murky chronic health journey.

The care I received from Pippa and her team was exceptional. Compassionate and genuinely invested in my recovery. Thank you.

Its not a big Hospital. It specialise mainly in Urology issues.

Fantastic staff first class care better than a 5 star hotel food very tasty.l had 5 days in there was transferred from another hospital for treatment .Credit to N H S .

I was an inpatient at UCLH Westmoreland Street over night and would just like to thank everyone involved in my care for this visit in this very trying year of 2020, I was so well looked after and felt everyone found time to explain things and also listen to me. Staff seemed warm and caring. Keep up the good work.

I was operated upon in Jan 2015. It is good hospital with high standards

Cancelled my appointment without sending a cancellation letter and offered me an appointment 3 months later with no explanation. Go elsewhere.

Charming bloke did my MRI scan. Turned up ¾ hour late and they were really nice about it. Mind you, they did warn me I might have to wait till 5pm so as not to inconvenience anyone who turned up on time, which was fair enough. As it turned out they saw me almost immediately.

Staff seem very more focused on getting the paperwork done rather than taking taking a moment to acknowledge people. Very target driven particularly in comparison to some other London hospitals that I have been to. A little customer service related training would go a long way! The food in the canteen was... (I’ll put it down to Hospital aliment) not worth the money. Parking is limited and dang expensive (street parking only) rather commute if you are able to.

Namber one hospital

Thank you so much to all the amazing staff!! You have been very kind, caring and professional! I'm very grateful!

My wife had surgery for her kidney stones at Westmorland hospital and I must say staff nurses ( Hannah & student nurse tayin on the 3rd floor ) and doctor Miss Allen & her team was super amazing. Also Susie & Siobhan ( senior nurses ) were great and been so helpful. I would highly recommend this hospital to everyone... so thank very much guys !!! Anil & Amandeep

Our family are well upset we losted our father due to bladder cancer I did ask the surgeon did you remove the lymph nodes and he said no it was to much for my father but when I read up on it he should of removed them what's another 2 hours more to do a job properly not half a job

Helping me tremendously, ♿ disabled friendly, just wish the staff in the restaurant was as polite as the doctors and nurses! Shame as it let's the hospital down in that area.

I received an excellent level of care from the doctors and nurses yesterday for which I'm very grateful.

Found the staff understanding and helpful. If only all NHS were as good

(Translated by Google) Very beautiful (Original) جميل جدا

Really dissapointed with a nurse called Anna’s attitude towards me she seemed quite arrogant that she got my brother a bed to stay in and seemed that she did us a favour when there were plenty of beds that day in the hospital

Great staff and really kind

Staff who took care of me where kind and helpful. My memories of this place were all good.

Canteen is okay. Expect to spend literally all day waiting to be served for tests. Then months for basic results. My brother had to have the same test done 3 times because a machine didn't work! Overall time was 2 hours - time for me (same test in adjacent room on the same day) was just 10 minutes!

Had sepsis but miss Allen and her team looked after me well even tho I hated it there!

Slow and disorganised. Was told a covid test would be 10 mins and been waiting here for over 2 hours so far......

Arrived today a bit early for my appointment,I was greeted very warmly staff very polite very clean only downer was the coffee it was one of the worst coffees I ever had this year ok last year as well

I was satisfied with the eye department.

Had an emergency visit to the hospital last week. must admit the people were really nice

Friendly and caring staff, but most important quick service

Very helpful staff

Please let Perry Benson visit his father.

My son had two operations here amazing staff on floor one intensive care brilliant care floor three the physio staff I'm be for ever grateful for the care the surgeons are doing on my son outstanding work and were overseas

Great staff and facilities.

I think the hospital and all the people who work there was brilliant. They looked after me. And they were very friendly and helpful could not thought any one of them

Had pneumothorax surgery here recently, only decent nurses were Pamela, the food lady and the physio nurses. All the others had attitude problems and were unhelpful.

Great service from clinical staff. Front-of-house service is the opposite.

Fabulous hospital, wonderful staff!

brilliant hospital and really great staff....

lovely place amazing nurse working there good communication with every one ❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤

Could not praise it more

I had major surgery so spent some time in ICU and the urology ward at Westmorland st can’t fault anything the staff are amazing the NHS at it’s best! Thank you.

Well this time it wasn't that busy and there were members of staff around to help.

This review is way overdue but it didn’t sit right with me not leaving one. I want to give a massive shout out to Michael Elliot who’s a surgeon that looked after me when I had been assaulted at my workplace. I am more than grateful for the care he and all the ED staff showed me during my time in A&E. As a student nurse he’s an example of the kind person I want to be in the NHS when I qualify.

When you enter this site of the hospital you always have to report to the reception desk which is not always staffed and does not face the entrance. You are then interrogated about why you are there and who you are seeing. If it is an inpatient their name and this is then checked on the computer system. This feels like you are visiting someone in prison not a hospital. While in the time this take the patient could have died if you have to wait for a reception staff to come to the do this.