New QEII Hospital
Howlands, Howlands, Welwyn Garden City, Hertfordshire, AL7 4HQContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Urgent treatment centre
Rated 1 star out of 5
by Anonymous - Posted on 04 March 2024
Awful experience I was advised by 111 that I needed to be seen within the hour because I had severe abdominal pain Both receptionists were rude and uncaring, zero customer service skills. The nurse was rude, the GP saw me for about 60 secs and was practically rushing me out the door I was told it might be gallstones or it might be gastroinitus She gave me indigestion medication even though I was crying in pain! I waited 3 hours and when I advised the receptionist that 111 said I needed to be seen urgently she advised they are understaffed I would really like to know how they are prioritising ear infections over severe abdominal pain! Because every single person that came in after me was seen before me and that was awful because I was told I’m not allowed any pain relief until I’ve been seen I was crying and hunched over in pain! Everyone else in the room was laughing and joking In particular a couple who were bragging about beating someone up!!!! They came to this centre for a broken finger after beating someone up and they were seen before me?! Absolutely shocking service, I’m not having to make further appointments with my own GP because I’m still in pain! Absolute waste of time! This place needs to be shut down because if I had appendicitis I would be dead!
Visited Urgent care centre on March 2024
New QEII Hospital has not yet replied.
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Review titled Awful experience.
Rated 1 star out of 5
by Anonymous - Posted on 13 April 2024
Visited for our 12 week scan. The lady doing the scan was nice but the rest of the experience was horrific. We were left for over one hour to meet the midwife so we went to check with reception and they looked confused as if they didn't check us in. Mistakes happen but to make this worse all the reception staff went off to lunch leaving us there with another member of staff who said she would help but then went missing afterwards and never came back to us. This is no way to to treat pregnant women. This is unacceptable and all avoidable. I would not recommend this service to family and friends. Simply put it is inadequate and for a pregnancy ward we felt there was lack of care or ownership. The place is clearly not managed well if mistakes like this happen and when they do nobody takes real ownership so whoever is leading this team needs to review this. To make it worse.... The car park barrier was broken when we entered so on the way out we didn't have a ticket as on the way in the machine was not issuing them and the barrier was just in the open position. I went to meet and greet to ask for help and eventually they did help but firstly started making remarks like you should have come to us when you got here! I mean how do I know I am supposed to do that, I haven't been to this hospital for a long time and at Lister you don't use tickets anymore. Shouldn't they know the barrier is broken and made a plan rather than make me feel guilty for their faulty barrier? No apologies but rather acted like they did me a favour. This is supposed to be the meet and greet desk but we had no warm greeting and I feel like they may need support on customer service skills and there as I left feeling like I was being judged or trying to dodge paying for parking. Horrible service and what makes it worse is most of the time I paid for parking was for a midwife who didn't even turn up to see us. A deeply stressful and avoidable experience. I would certainly not recommend this hospital. I felt like I was living in a faulty towers sketch. There was no sense of any caring from the majority of people we interacted with.
Visited Children's & Adolescent Services on March 2024
New QEII Hospital has not yet replied.
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Review titled Excellent Care
Rated 5 stars out of 5
by Anonymous - Posted on 20 March 2024
I'd like to thank all the staff for the excellent care I received when attending the breast clinic recently. Everyone exceeded their professionalism with care, kindness and sensitivity. Thank you so very much.
Visited Breast cancer services on March 2024
New QEII Hospital has not yet replied.
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Review titled Super service
Rated 5 stars out of 5
by Kate Wright - Posted on 19 March 2024
I had to go for an emergency blood test for the rheumatologist, the staff on reception were to kind and obliging, when iwent in to have my test they lady asked if iminded if I shared the room with another patient as they were so busy which was no problem at all but lovely to be asked. Both the staff members were so friendly and reassuring my lady had trouble getting blood but not due to a ything she did I just have terrible veins which very rarely cooperate, she repeatedly apologise and the other lady and her chatted away to me whilst they found a vein willing to cooperate. The treatment I received was amazing, I came away so impressed particularly as it didnt hurt at all even though it took 3/4 attempts but as I said this is not unusual for me. This department is a credit to the hospital and the NHS and probably don't get the recognition it deserves. Just wish I'd made a note of the ladies names. Thank you so much ladies.
Visited Haematology on March 2024
New QEII Hospital has not yet replied.
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Review titled Most painful blood test experience
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2024
I have had several blood tests in the phlebotomy department and there are some lovely women working who try to make the patient feel at ease, especially for someone like me who has a needle phobia which I mention when booking the appointment. But recently, it has been my worst experience of a blood test. I have no idea if the phlebotomist was having a bad day but still there was no reason for the person to not do her job properly or with an attitude that its a simple blood test so bear the pain! As I have small blood veins and its tricky to find one easily, I have been advised by the same QEII phlebotomy team that please ensure to tell which is your strong side to avoid being pricked several times in future blood tests. I was with my 9mo baby in pram and I told the lady which is my strong arm but perhaps she didnt like it as if I’m implying she cant do her job of finding a vein. The lady immediately without even using the antiseptic cotton swab/wipe which they always do, she pricked me with the needle so badly that I was in extreme pain with tears and wanted to scream but the pain for some reason made me speechless, my baby seemed scared looking at me. I didnt even look at the lady and couldnt wait to get out of that place. I bet my vein was badly ruptured as I felt the pain for whole two days which would usually go away in two hours. It impacted me to the point that I couldnt pick up my baby without tears and my needle phobia has increased with this experience. Even if I’m having a bad day, I’m expected to reach for the appointment on time otherwise I will be told off then why cant people show some compassion if thats whats needed in their job. I cant tell anything about this particular phlebotomist as this review wont get published but definitely not going to her ever again and she isn’t fit to do her job! I have seen this lady at the blood test reception, rude/arrogant as ever even when the other person is talking nicely to her. I used to give her benefit of doubt but not anymore. She is better off being at the reception rather than hurting people physically under the disguise of phlebotomist. I cant imagine how she would be treating old/mature people! One heartless person like her makes the whole department sound bad when that isnt the case. I have been to Lister only once for my older child who was a toddler back then and they were so helpful, empathetic, amazing and literally went out of their way to pit us all at ease. I hope QEII Phlebotomy recognises who this person is and teaches her to do her job properly with care and compassion!
Visited Don't know on February 2024
New QEII Hospital has not yet replied.
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Review titled Unprofessional
Rated 1 star out of 5
by Anonymous - Posted on 02 February 2024
Referred by the 111 service as a priority refferallas my teenage daughter had a serious nose bleed and it appeared a piece of cartilage had come.loose we arrived at the UCC at 21.30hrs it was very apparent staff were disinterested and kept looking at their watches. We were called through no examination took place merely for us to go to A&E throughout this conversation the staff member looked atheir watch twice with no care no examination nor interest we left to go to A&E in the hope of treatment I am disgusted at this
Visited Urgent care centre on February 2024
New QEII Hospital has not yet replied.
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Review titled Great experience
Rated 5 stars out of 5
by Anonymous - Posted on 26 January 2024
I had an ultrasound scan at the Radiology department today. My appointment was on time and all the staff (from the reception staff to clinicians) were absolutely amazing. The radiologist and the healthcare assistant were kind, reassuring and very calm. They made me feel comfortable and safe. Thank you so much.
Visited Don't know on January 2024
New QEII Hospital has not yet replied.
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Review titled Efficient and friendly service
Rated 5 stars out of 5
by Paul Kempster - Posted on 25 January 2024
We attended the UTC as my daughter had an injured hand that was causing pain. Initially called 111 to go through the right process but they recommended to see a pharmacist who pushed us towards a hospital. We registered at reception and before barely sitting down were called to see the physician. He did an assessment, listened to the information we have and decided on an X-ray. This was done in minutes and then we were back for the review. Confirmation that there was no fracture or break, guidance on what to do given and we were on our way within 40 minutes of arriving. Complete satisfaction with the service that was given.
Visited Urgent Treatment Centre on January 2024
New QEII Hospital has not yet replied.
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Review titled Rude doctor
Rated 2 stars out of 5
by Anonymous - Posted on 23 December 2023
I waited 3hr45m to see the GP who didn’t even look at me when I was speaking. I was asked the same question multiple times but my answers weren’t being listened to. I was made to feel as though I was lying about my chronic illness and was told if it was true then I should carry a letter with me at all times to say I have it (I’ve never been asked to do this in my life). The organisation of UTC was very good but this doctor is the least compassionate or caring person I’ve ever met. I didn’t get to ask any of the questions I needed to and left crying and in pain without getting the out of hours help I need
Visited Urgent Treatment Centre on December 2023
Review titled New QEII Hospital
Replied on 02 January 2024
Good afternoon. We are very sorry to hear of your recent experience at The New QEII Hospital. Our Clinical Operations Manager, Michelle Finn, would like to speak with you about your recent experience. Please contact her via email: michelle.finn@nhs.net. Thank you for your time, Chris
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Review titled Fantastic service as always
Rated 5 stars out of 5
by Anonymous - Posted on 23 December 2023
Diabetic Eye Screening as always is a truly fantastic service. Efficient and helpful with friendly, knowledgeable staff. Always a first rate service provided and results reported promptly. I am yet again extremely grateful to you. Happy Christmas to the whole team!
Visited Ophthalmology on December 2023
New QEII Hospital has not yet replied.
Information supplied by East and North Hertfordshire NHS Trust