Cromwell Hospital - London

Souhaib B.

While Cromwell Hospital has excellent staff and decent facilities, the way it operates feels highly commercialized, prioritizing revenue over patient experience. The system seems overcapacity, treating patients more like numbers than individuals. This was particularly evident when I had a 4 PM lab appointment but wasn’t seen until 7 PM, despite having to fast all day. The delays not only cause frustration but also put undue stress on both patients and staff. A more patient-centered approach and better scheduling management would greatly improve the experience.

Duke

I was impressed with my brief outpatient experience at the Cromwell Hospital.

The reception staff were polite and attentive, the waiting area was clean, comfortable and quiet; the wifi is also free and very easy to access.

I was called for my appointment at the exact time arranged and the consultant was calm and very professional.

Yizhen J.

A very busy hospital, overall staff and doctors are nice but since they have a lot of people ,you will feel they are running their time.

For a follow-up, you have to chase the doctor or their secretary otherwise you will be forgotten. I didn’t feel I was in a private hospital, do hope they can improve

Jayant P.

I went in for what should have been a straightforward procedure, yet due to the incompetence of the staff, I suffered unnecessary complications.

I was given medication that had not been prescribed by my consultant. After the procedure, I was in significant pain, but instead of being assessed by a doctor, I was simply handed painkillers and discharged.

Additionally, despite informing staff of my dietary restrictions, I was served bacon, which I cannot eat for religious reasons. Although they replaced the meal at the time, when I raised this in my formal complaint, they completely denied it. This lack of accountability is deeply concerning.

The complaints process has been just as frustrating. I initially raised my concerns circa May 2024, but the complaint was mishandled. When I requested an escalation in October 2024, I still haven’t heard back! The complaints team refuses to pick up my calls or respond to my emails, making it clear they are hoping I will simply give up.

If you’re thinking of raising concerns, don’t expect a response from the complaints team – they will either ignore you or delay indefinitely in the hope that you stop chasing them.

Dana A.

I’ve visited a number of consultants, all of whom provided excellent services.

Special thank you to Mr. Mohammad Khan from the appointments office, he always went above and beyond to ensure my appointments were conveniently scheduled and at a timely manner.

Martin A.

Urgent care re respiratory problems was amazing: extremely friendly, competent and efficient: was in and out with an hours including cray and blood test without appointment - kudos.

But then why did the pharmacy need 50 minutes to simply hand over some tablets that they had right there? At least 8 people running around with busy faves creating paper trails. Three people before me in the queue. Should take 5 minutes tops, no?

Iria L.

For a modern and private hospital like this I would expect processes to be done more efficiently. In the last 3 weeks I had several appointments with specialists and scans (all part of HCA) and every time I was asked to fill in exactly the same form! They should really implement some automation to avoid wasting patient’s time.

Keven H.

I'm glad I ended up at this hospital!

It was a bit busier than usual since I was there the day after Christmas. Everyone I had contact with apologized profusely because of the wait. I must've waited for like two hours only. I'm from a place where waiting for urgent care and seeing a doctor takes at least 10 hours. This was a breeze.

Very nice and clean hospital, efficient and caring personnel. Thank you again for taking care of me!