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Patient Support Services

The Royal London Hospital, Whitechapel Road, London, E1 1BB

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Access Guide

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Getting To The Hospital

  • By Road View
    • The hospital is located in Whitechapel, east London. The main building is off the A11 Whitechapel Road.
    • There are a small number of parking spaces for Blue Badge holders only outside the Emergency Department. These are reached using Cavell Street then Raven Row, off Whitechapel Road. There are also a small number of Blue Badge bays outside the Royal London Dental School, reached using Turner Street off Whitechapel Road. There is provision for dropping off but no parking at the rear entrance in Stepney Way. Whitechapel Road is a no-stopping zone. There is very limited pay and display parking in some of the surrounding streets at the rear of the hospital.
  • By Bus View
    • TFL buses 25, 205, 254 and night buses N205 and N253 travel along Whitechapel Road in both directions. Westbound (towards central London) the nearest bus stop is Whitechapel Station Royal London Hospital Stop A. Eastbound (heading out of central London) the nearest stop is Whitechapel Station Royal London Hospital Stop B. All London bus services have an automatic powered ramp at the central door and designated space for a wheelchair user. An Oyster card, contactless bank card, prepaid travel card or travel pass is required to travel on London buses.
  • By Train View
    • The nearest station is Whitechapel Station, served by London Overground services. Due to Crossrail Construction works the station entrance has been temporarily relocated from Whitechapel Road to Court Street. Directions back to Whitechapel Road are clearly signposted. There is no step-free access to the Overground line at this station. There are 50+ steps from platforms to the street. The nearest station with step-free access from train to street is the Docklands Light Railway service at Shadwell. This is about 10 minutes walk south of the hospital.
  • By Underground View
    • Whitechapel Station is also served by the Hammersmith & City and the District Underground Lines. Access is via the same temporary entrance on Court Street. There is no step-free access to the Underground lines at this station. There are 30+ steps from the platforms to the street.
  • Useful Links View
  • Comments View
    • When the new Crossrail construction work is complete in December 2018 there will be step-free interchange between all services at Whitechapel Station and step-free access to the street from the redeveloped entrance on Whitechapel Road.

Getting Help and Assistance

  • There is a Patient Advice and Liaison Service (PALS) at the hospital.
  • The Patient Advice and Liaison Service (PALS) is located on the second Floor Central Tower, Main Building, near lift core 5.
  • The telephone number for the Patient Advice and Liaison Service (PALS) is 020 3594 2040.
  • The email address for the Patient Advice and Liaison Service (PALS) is [email protected].
  • There are volunteers available for help and assistance at the hospital.
  • Volunteers can be found in entrance foyers or by contacting the reception desks at the Whitechapel Road - Main Entrance and Stepney Way entrances.
  • Documents are available in an alternative format and can be provided to include: Braille on request, large print on request and different languages on request.
  • There is not an assistance dog toilet or toileting area on the hospital site.
  • Water bowls for assistance dogs are available.
  • BSL interpreters can be provided on request.
  • Language interpreters can be provided on request.
  • A mobility scooter charging point is not available at the hospital.
  • Mobility aids are available to help patients move around and include; wheelchairs.
  • To obtain mobility aids please contact staff at the reception desks at the Whitechapel Road - Main Entrance and Stepney Way entrances.
  • There are usually wheelchairs available at the entrances to the hospital. A £1 coin is required to release the wheelchair from the docking station.

Hospital Parking (Main Building)

  • Parking View
    • The hospital does have a dedicated car park.
    • The car parking facilities are for Blue Badge holders only.
    • The car park is located outside the Emergency Department, reached from Cavell Street and Raven Row.
    • The car park type is open air/surface.
    • The car park does not have a height restriction barrier.
    • The car park does not have a barrier control system.
    • The car park surface is block paving.
    • There is a/are clearly marked/signposted Blue Badge parking bay(s) available.
    • The Blue Badge bay(s) is/are clearly marked.
    • There is/are 6 designated Blue Badge parking bay(s) within the hospital car park.
    • The dimensions of the designated Blue Badge parking bay(s) surveyed are 360cm x 600cm.
    • There is a 120cm hatched zone around the Blue Badge parking bay(s).
    • Parking spaces for Blue Badge holders do not need to be booked in advance.
  • Drop-off Point View
    • There is a designated drop-off point.
    • The drop-off point is located at the rear of the building, off Stepney Way.
    • There is a dropped kerb from the drop-off point.
    • The dropped kerb does not have tactile paving.
  • Paying View
    • There are not parking charges for the hospital car park.
    • Payment signs are provided.
    • Payment signs are not clearly presented.
    • Payment signs are located throughout the car park.
    • Payment signs do not make it clear if parking charges apply to Blue Badge holders.
    • Parking is free for Blue Badge holders.
    • Free parking for Blue Badge holders is for 5 hours only.
  • Access to the Hospital View
    • The route from the car park to the entrance is accessible to a wheelchair user unaided.
    • The hospital entrance is clearly visible from the car park.
    • The nearest designated Blue Badge parking bay is approximately 20m (21yd 2ft) from the Emergency Department entrance.
  • Comments View
    • Waiting or drop off/ pick up is not permitted in the car park.
    • Waiting is limited to 10 minutes at the drop-off point in Stepney Way.

Public Parking

  • On Street Standard Parking View
    • Standard on street parking is available.
  • Public Car Park View
    • There is not a car park for public use within approximately 200m (219yd).
  • Comments View
    • There is limited on-street pay and display parking in Turner Street, at the rear of the hospital.
    • In most of the surrounding streets parking is not permitted or is for resident permit holders only.

Getting To (Patient Support Services)

  • Patient Support Services is/are located on the second floor of the main building.
  • Access to Patient Support Services is via the Stepney Way Entrance (nearest) or the Main Entrance - Whitechapel Road.
  • From the Stepney Way Entrance, go through the doorway to the right of the entrance foyer. Continue ahead past the Air Ambulance Kiosk towards the double doors on the far side. There are toilets, seats and a refreshment kiosk in this area. Go through the double doors and continue ahead ignoring lift core 4 to the left and the stairs to the right. Go the next double doors then take the doors to the right into lift core 5. Take the lift to the second floor. From the lift lobby, the Cashier's Desk is directly ahead. Other Patient Support Services are through the double doors to the right.
  • There is step free access, via lift, to Patient Support Services.
  • Patient Support Services is approximately 5m from the lift core 5.
  • There is a/are manual, heavy, double door(s) between the Stepney Way Entrance and the department/service.
  • Wayfinding signage is provided.
  • There is some flooring in corridors which is shiny and could cause issues with glare or look slippery to some people.
  • Comments View
    • From the Main Entrance - Whitechapel Road, follow the main corridor to the right of the Pharmacy all the way to the rear of the building and the Stepney Way entrance foyer.
    • Go to the doorway on the left then follow the directions as for the Stepney Way Entrance.

Outside Access (Stepney Way Entrance)

  • Entrance Details View
    • This information is for the entrance located at the rear of the North Tower, off Stepney Way. The accessible door is to the left of the revolving door.
    • The entrance area/door is clearly signed.
    • There is ramped/sloped access at this entrance.
    • There is a canopy or recess which provides weather protection at this entrance.
    • The entrance door(s) does not/do not contrast visually with its immediate surroundings.
    • There is an intercom but it is not at a convenient height for wheelchair users to gain access.
    • There is no hand sanitiser at this entrance.
    • The main door(s) open(s) automatically (towards you).
    • The door(s) is/are single width.
    • The width of the door opening is 128cm.
  • Ramp/Slope Details View
    • The ramp/slope is located to both sides of the entrance.
    • The ramp/slope gradient is slight.
    • The ramp/slope is permanent.
    • There is a level landing at the top of the ramp/slope.
    • There is a/are handrail(s) at the ramp.
  • Comments View
    • The accessible door is opened by reception after contact using the intercom.
    • There is a push button to exit, 120cm high.
    • The handrails to the ramp are on the road side of the path, to the right approaching from the left of the entrance or to the left when approaching from the right.
    • The automatic revolving door has a push button to the right which is intended to slow it to a speed suitable for wheelchair users or others with mobility difficulties.
    • The push button is within 90cm-105cm of the floor.
    • This entrance is open 06:00 - 22:00 but there are security staff based at the reception here overnight for emergency access to the main building.

Lift (Lift Core 5 - Main Public Lift)

  • There is a lift for public use.
  • The lift is located at the rear left of the building from the Main Entrance - Whitechapel Road, or to the right from both Stepney Way entrances.
  • Signs indicating the location of this lift are clearly visible from the entrance.
  • The lift is approximately 100m (109yd 1ft) from the Main Entrance - Whitechapel Road.
  • The lift is a standard lift.
  • Staff do not need to be notified for use of the lift.
  • The floors which are accessible by this lift are G,1,2,3,4,5,10,11,12,13,14.
  • There are manual, heavy, double doors to access the lift lobby on all floors.
  • Clear signs indicating the facilities on each floor are provided on lift lobby landings.
  • There is a clear level manoeuvring space of 150cm × 150cm in front of the lift.
  • Lift doors do contrast visually with lift lobby walls.
  • Lighting levels are at least 100 lux at floor level in the lift lobby.
  • The external controls for the lift are within 90cm - 110cm from the floor.
  • The colour contrast between the external lift controls and the control plate is good.
  • The colour contrast between the external lift control plate and the wall is fair.
  • The clear door width is 109cm.
  • The dimensions of the lift are 209cm x 161cm.
  • There are not separate entry and exit doors in the lift.
  • There is not a mirror to aid reversing out of the lift.
  • There is not a list of floor services available within the lift.
  • The lift does have a visual floor indicator.
  • The lift does have an audible announcer.
  • There are no controls other than the alarm call within the lift.
  • There is a hearing assistance system.
  • The lift does not have Braille markings.
  • The lift does not have tactile markings.
  • The lighting level in the lift is good.
  • Comments View
    • There are 4 lifts; A, B, C and D in this lift lobby.
    • There are touch screens to select the floor required.
    • The screen indicates which of the 4 lifts to take.
    • The control panel on the right of the lift lobby as you enter has an additional button for wheelchair users.
    • This triggers the audible announcer in the lift lobby.
    • There are tactile and Braille markings on this button.
    • For access to floors 6-7-8 for the Children's Hospital and Women's Centre, please see the guide to lift core 9.
    • For access to Floor 9 Urology please see the guide to lift core 1.

Opening Times (Cashier's and Fares Office)

  • Monday 09:00 - 12:00.
  • Monday 12:30 - 16:00.
  • Tuesday 12:30 - 16:00.
  • Tuesday 10:30 - 12:00.
  • Wednesday 09:00 - 12:00.
  • Wednesday 12:30 - 16:00.
  • Thursday 09:00 - 12:00.
  • Thursday 12:30 - 16:00.
  • Friday 09:00 - 12:00.
  • Friday 12:30 - 16:00.
  • Saturday Closed.
  • Sunday Closed.

Counter (Cashier's and Fares Office)

  • The Cashier's and Fares Office is located ahead as you leave lift core 5 on level 2.
  • The counter is approximately 4m (4yd 1ft) from the lift core 5.
  • The counter is clearly visible from the lift.
  • There is step free access to the counter.
  • The lighting levels at the counter are medium.
  • The height of the counter is medium height (77cm - 109cm).
  • There is sufficient space to write or sign documents on the counter.
  • There is not a low section of the counter (76cm or below) available.
  • The counter is not staffed.
  • There is not a bell to attract attention.
  • There is not a hearing assistance system.
  • Comments View
    • This office deals with the reimbursement of fares and other expenses for patients on low incomes and certain benefits.
    • There are no seats or waiting areas near to this counter.

Entrance (Patient Support Services)

  • Entrance Details View
    • This information is for the entrance located to the right as you leave the lift core 5 lobby on the second floor.
    • The entrance area/door is clearly signed with the name of the service/department.
    • There is step free access at this entrance.
    • The main door(s) open(s) away from you (push).
    • The door(s) is/are double width.
    • The door(s) is/are heavy.
    • The width of the door opening is 170cm.

Inside Access

  • There is level access to the service(s).
  • There is not a hearing assistance system.
  • Motorised scooters are welcomed in public parts of the venue.
  • Wayfinding signage is available.
  • The type of flooring in walkways and corridors is vinyl/laminate.
  • The lighting levels are bright.

Bereavement Suite

  • The Bereavement Suite is to the right of the corridor after the entrance to Patient Support Services.
  • This service provides the necessary support and paperwork so a death can be registered (in circumstances where the coroner is not involved).
  • Access is by appointment only, between 09:00 - 17:00 Monday - Friday.
  • To make an appointment telephone 020 3594 2030 or 020 3594 1050.

Opening Times (PALS)

  • Monday 09:30 - 16:30.
  • Tuesday 09:30 - 16:30.
  • Wednesday 09:30 - 16:30.
  • Thursday 09:30 - 16:30.
  • Friday 09:30 - 16:30.
  • Saturday Closed.
  • Sunday Closed.

Patient Advice and Liaison Service - PALS

  • This service is located on the right hand side of the corridor, after the Bereavement Suite.
  • The service offers help and advice to patients and relatives.
  • There is a small private meeting room off the staff office.
  • Staff can also meet with patients and relatives in the wards and clinics.
  • All meetings are by appointment.
  • Telephone - 020 3594 2040
  • Email - [email protected]
  • Website -

Chaplaincy Office

  • The Chaplaincy Office is located to the left of the corridor, after The Sanctuary.
  • This is the staff and volunteer base for the multifaith services, including the Muslim Prayer Rooms, Sanctuary, Jewish Community Room and visits to wards.
  • Staff and volunteers are available 24 hours.
  • Telephone 020 3594 2070 or contact the on-call chaplain via the switchboard 020 3416 5000.

Muslim Prayer Rooms

  • The Muslim Prayer Rooms are located to the left of the corridor after the entrance to Patient Support Services.
  • There are separate male and female prayer rooms and ablution rooms, off a corridor with shelving for shoe storage.
  • The prayer rooms are open 24 hours.
  • Friday prayers are held at 13:00 in winter and 13:15 in summer.
  • Friday prayers for females are also held in the Sanctuary at 12:50.

The Sanctuary

  • The Sanctuary is located to the left of the corridor after the Muslim Prayer Rooms.
  • There is moveable seating without armrests in this space.
  • The Sanctuary is open 24 hours.
  • Services include:
  • Wednesday 12:30 Roman Catholic Mass
  • Friday 12:30 Roman Catholic Mass
  • Friday 12:50 Muslim Prayers - Female
  • Saturday 17:00 Roman Catholic Mass (Sunday Vigil)
  • The Sunday 16.00 Church of England Service for staff, inpatients and visitors is held in the Discharge Lounge on the ground floor, near the Stepney Way Entrance.

Jewish Community Room

  • The Jewish Community Room is to the left of the corridor, around the corner beyond the Chaplaincy Office.
  • The room is available 24 hours but the door is kept locked.
  • Contact the Chaplaincy Office or staff at the ground floor receptions for the PIN number.
  • Kosher food and food preparation facilities are available in the room.

Accessible Toilet

  • There are not accessible toilet facilities within this venue.
  • Comments View
    • The nearest accessible toilets are located on the ground floor, to the right of the Discharge Lounge from the Stepney Way Entrance.
    • Please see the main building guide for details.

Standard Toilet(s)

  • Availability and Location of Standard Toilets View
    • Standard toilet facilities are available.
  • Access to Standard Female and Male Toilet(s) View
    • The female and male toilet facilities that were surveyed are located at the end of the corridor, next to the Jewish Community Room.
    • The female and male toilets are approximately 15m (16yd 1ft) from the Patient Services Entrance.
    • Inside the venue, there is level access to the female and male toilets.
    • An ambulant toilet with wall mounted grab rails is not available.
    • Lighting levels are bright.
  • Comments View
    • Both the standard male and female toilets have coded door locks fitted.
    • Please contact staff in the Chaplaincy Office or at the main ground floor reception for the PIN code.

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