Staying in contact with loved ones at The Royal London | Our news

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Staying in contact with loved ones at The Royal London

During the second Covid-19 peak, The Royal London Hospital launched a new family contact centre to offer increased support to families who have a loved one in hospital.

The centre covers all wards across the hospital, with a larger multi-disciplinary team including clinical leads and chaplains, and a central phone line and email contact.

We understand that having friends and family in hospital can be distressing, particularly while we have visiting restrictions in place to help keep everyone safe. It can also be challenging to work out who to ask about a loved one's condition and treatment, and it is difficult for ward staff to answer the phones to family members when they are caring for their patients.

Our number one priority is to safely care for our patients, and our family contact centre will be a key point of contact for families, to help ensure they are supported and updated about their relatives’ condition and wellbeing. 

The centre can raise concerns and questions with the clinical team, as well as help with practical issues including arranging end of life visits, providing language support, dropping off items and food, offering spiritual and religious support, booking virtual visits and sending photos and messages to loved ones.

If families need to drop off food or personal items like phone chargers, then they are welcome to do so at the hospital’s main entrance off of Whitechapel Road, seven days a week from 10am to 4pm and our volunteer team will deliver the items to the ward. Please note that any personal property is brought in at your own risk and we cannot reheat food.

The Family Contact Centre aims to provide proactive updates to families every 48 hours, but a named contact person or Next of Kin can also get in contact with the team.

  • Email (please provide the patient’s name, DOB, MRN if available and your contact number)
  • Phone 0203 594 2040 (the phone line is open 9am to 5pm, proactive updates will be provided between 2pm-5pm)
  • Open 7 days a week

If you require urgent out of hours advice or support, please call our switchboard and request a transfer to the site manager. Our site manager will answer or you’ll be prompted to leave a message and they will call you back. Please only speak with the site manager if the issue is urgent, otherwise it will be dealt with the next working day.

During the second Covid-19 peak, the hospital rapidly adapted to care for a large number of unwell patients while also maintaining other emergency services. Staff have been working incredibly hard under difficult circumstances to provide the best possible care.

We are grateful to families and communities for their feedback and we will continue to listen so we can make further improvements.

We have made some graphics and videos in English, Bengali and Somali with our community partners to help spread the word about our family contact centre. 

Download: The Royal London family contact centre

Download: How to deliver food and personal items to The Royal London

Information in Bengali

Information in Somali 

Information in English 

Our website has more information to help families navigate our hospitals during the pandemic, including ways to contact relatives at other Barts Health hospitals.

All of our website content can be translated - click on the ‘world’ icon in the top right corner of this page and select your preferred language.


Add a response »
  1. Badru Male Tuesday, 2 February 2021 at 05:30 PM

    Is this the only option?
    Can close relatives still come physically to visit?
    Otherwise, this is a very good system to keep families in touch.