Queen Charlotte's & Chelsea Hospital
Du Cane Road, London, W12 0HSContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Queen Charlotte's & Chelsea Hospital.
Reviews
-
Review titled Terrible management, poor behaviour
Rated 1 star out of 5
by Anonymous - Posted on 28 December 2023
I have attended the Antenatal clinic today During my stay I have waited over 1 hour to be seen by a doctor which shows that the clinic has overbooked appointments however the reason for my complaint is that during this time I waited I have witnessed the poor behaviour by the reception staff and the management of the patients waiting in queues. The reception staff has purposely picked out only patients checking in for an appointment and have left other patients waiting in the queues for at least 20 minutes, ignoring their position in the queue and also ignoring their presence entirely, this even occurred when there were only 2 people in the queue but each time someone joined they would check if they are checking in and then bypass the queue. I have witnessed a continuous trail of people being picked up as they walked in and jumping ahead of the people at the front of the queue which seems very inappropriate, this seemed to be ongoing on for almost 40 minutes. To avoid any doubt, at the time of this issue there were 2 receptionists working at the desk. There have been several people who have become very irate about this and made polite complaints however the reception staff has treated them with hostility and very clearly been rude to them. Bear in mind this is a maternity ward and most standing patients are Pregnant patients waiting to book future appointments and they have been extremely patient This is the second appointment I have attended and on both occasions I have been left waiting to be seen for an excessive amount of time. You can also find often that even with a large queue and 3 receptionists, only 1 will work while other 2 appear to be idle or chat with each other. The receptionists also don’t appear approachable when you first enter the ward I believe the management of this ward should be reviewed
Visited Maternity services on December 2023
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 29 December 2023
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologies to you for your experience in using our maternity services. If you would like to discuss this matter further, please contact the Patient Advice and Liaison Service (PALS) on either 0203 312 7777 or email imperial.pals@nhs.net . In the meantime I have forwarded your posting to the management team.
-
Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 15 September 2023
Horrible service provided by the midwife in Antenatal today. My wife and I arrived 20 mins late for an appointment today because of bad traffic. We're never late for our appointments but on this occasion we were. The midwife refused to see us and looked very tired. So tired she told us she wanted to go home early and that she had a 'home to get to'. I explained that my wife was ill with the flu and it would be great if she could squeeze her in. She refused again and I changed all my wife's appointments to St Mary's Hospital. I'm sure they'll be able to provide a more professional service. I find it quite ironic that you're late a few minutes they refuse to see you but if you're on time you're made to wait at least 30 mins to see anyone. Shambles.
Visited Maternity services on September 2023
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 18 September 2023
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologise to you for your experience. If you would like to discuss this matter further, please contact the Patient Advice and Liaison Service (PALS) on either 0203 312 7777 or email imperial.pals@nhs.net . In the meantime I have forwarded your posting to the the managers.
-
Review titled Advocate for yourself
Rated 1 star out of 5
by Anonymous - Posted on 09 July 2024
My waters broke five weeks early. On multiple occasions my labour symptoms were dismissed as not active labour and pain relief was not given. My partner was sent home. When I was next assessed I was 10cm dilated and had not received any pain relief or monitoring during this time. My partner nearly missed the birth. Trust your instincts and keep advocating for yourself.
Visited Maternity services on May 2023
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 09 July 2024
I am very sorry to read your comments from the NHS Choices web page and wishes to apologise for your poor experience with our Maternity Department at Queen Charlotte’s and Chelsea Hospital. I have forwarded your posting to the service managers for Maternity. We would really like to speak to you and be able to look into this further. Patient Advice and Liaison Service (PALS) can be contacted on either 0203 312 7777 or email imperial.pals@nhs.net Kind Regards Chris Patient Advice and Liaison Service
-
Review titled Good medical treatment but poor hospitality
Rated 4 stars out of 5
by Anonymous - Posted on 20 April 2023
I am amazed as to how I was taken care by, quick check ups after entering the triage and they admitted me immediately following my water breaking at 35th week! Timely monitoring of blood pressure, heart rate, urine tests and other routine check ups I would not rate 5 because of hospitality Food sucks and not worth having! If we bring home food, they dont allow to heat and the partner or family cant stay beyond visiting hours so if the food is brought in morning then needs to be in the fridge for saving it to be saved from being spoiled. However if u were to eat this for dinner then they dont allow u to use microwave. Please either extend the visiting hours or keep just one microwave in the common areas rather than in staff only section It really makes life easier to heat food and milk and make milk tea or coffee as not everyone likes english coffee or tea.
Visited Maternity services on April 2023
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 11 May 2023
Dear Sender Many thanks for taking the time to contact PALS at Imperial College Healthcare via the NHS Choices website. I am very happy to read that you had such a positive experience while a patient at Queen Charlotte's Hospital. I will forward your feedback to senior management in Maternity. I am sure that they will be very happy to receive this. I am also sorry to hear of your concerns regarding the food, amenities and visiting hours. This will also be fed back to management in Maternity. If you would like to contact me with your name and date of birth I will be more than happy to put your name to the comments/concerns raised . My email address is john.ward22@nhs.net. Again, many thanks for contacting PALS. Kind regards John
-
Review titled Repeated cancellation of my surgery
by Emsws - Posted on 15 March 2023
I've been diagnosed with fibroids in January 2021. My GP made a referral to Queen Charlotte's and Chelsea Hospital. I have received a telephone appointment after 6 months and after another 6 months I finally been seen by a gynaecologist. Without any physical exam they decided to insert a mirena device. I said I was a bit concerned about side effects as I've been suffered in the past and the hormonal treatment isn't the best for me. I expressed my wish to have a surgery to remove the fibroids as me and my partner we don't want to have kids. But theyreplied in what I found an a aggressive tone that they could not offer a surgery if I hadn't tried other options. I felt the symptoms I was describing were being denied and I felt forced to take this mirena option. I thought that if it didn't work then I will request the surgery again. I won't go in details that the insertion was traumatic even though I was told that it wouldn't hurt and the next day I would be able to go back to my normal activities and there are no restrictions having the device inserted. I've struggled in pain, continuous bleeding and other side effects, reported to my Gp and struggled to go to work and do my daily activities until the device was expelled itself after 6 months (October 2022). I ended up in A&E with heavy bleeding and terrible body ache. I've been given several options to stop the bleeding but every 2 weeks a heavy bleeding with large clots can't be avoided because of the side effects I get from contraceptive pills or hormonal options. I had another gynaecology appointment at QCCH and they said I should give it a bit more time and they will arrange a surgery in January 2023. After a long wait and heavy bleeding I've got a admission date for early March. In all this waiting time I got to be anaemic, lost weight because of the heavy bleeding. I feel like I can't go through it again, it's exhausting and extremely scary how much blood and large clots I am passing. In the pre-assessment unit my blood tests were low and they sent me for iron infusion, which had serious side effects that sent me to A&E. I continued to struggle for almost a month. Finally, with less then a week before the surgery and with everything organised (especially my mindset - that I will get better days and won't have to go through all this suffering with pain, difficulty passing urine and stools, loss of appetite, nausea, abdominal pains all over, rash, baldness and so much more) I received a letter saying that the admission date has been rescheduled to later in March. I've been trying to contact them to understand the reason why is this happening but nobody bothered to reply. Yesterday I received a call to advise that my surgery has been postponed until May 2023. I don't remember the exactly date because I was in a emotional shock to hear I would have to wait another 2 months. I was speechless and almost had a anxiety attack. At this point I don't know what to do because my situation is getting worse and currently the fibroids are growing, bulging on my lower abdomen making it difficult to move around, get off the bed and especially to rest because I can't find a comfortable position to lie down. My last scan was done a year ago when the fibroids were about 8cm. Whenever I asked for a new scan I've been told there's no need. However, I wonder how the doctor will operate without knowing the actual measurements and complications. It supposed to be a small incision but I am afraid it will be not what expected because of the growth in all this waiting time. I can't work and I am struggling with rent, bills and food and I already arranged with my employer that I will return around end of April as my surgery was supposed to be in March. I am very concerned that I will lose my job. In the meantime I can't pay my rent and am worried that I will become homeless. And who knows, maybe they will cancel again or I will get anemic once more because I will continue to bleed heavily every 2 weeks. I feel is impossible to get the treatment I need and it's so disappointing.
Visited March 2023
Provided by Care opinion
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 21 March 2023
Dear Emsws Many thanks for taking the time to contact PALS at Imperial College Healthcare via the NHS Choices website. I am very sorry to read of your experience with our gynaecology service at Queen Charlotte's. I will forward your feedback to senior management in Gynaecology. If you would like to contact me with your name and date of birth I will need this in order to escalate your concerns. And to put your name to the concerns raised, and hopefully get some feedback or resolution for you. My email address is john.ward22@nhs.net. Again, many thanks for contacting PALS. Kind regards John
-
Review titled Extremely rude Admin
Rated 2 stars out of 5
by Anonymous - Posted on 07 March 2023
I am literally shaking at 36 weeks pregnant to have called the Antenatal admin team and be spoken to so harshly and disrespectfully. I feel so disappointed as I have received amazing care in the past with 3 other pregnancies. I was blamed for not turning up to a Midwife appointment incorrectly bookat St Mary’s when I have been referred to Queen Charlotte. Their incompetence is their accountability. Further action must and will be taken to ensure that our her pregnant women like myself are not mistreated especially at such a sensitive time of their lives. We need more compassion and understanding.
Visited Maternity services on March 2023
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 08 March 2023
Imperial College Healthcare NHS Trust is very concerned about your feedback posted on NHS Choices and wishes too sincerely apologise to you for the experience you have had when speaking to a member of staff in our Maternity Department. Patient Advice and Liaison Service (PALS) has passed on your comments to the Service Manager for Maternity. We would like to encourage you to contact PALS on either 0203 312 7777 or email pals@imperial.nhs.uk
-
Review titled Poor antenatal care on Lewis Suite
Rated 4 stars out of 5
by Anonymous - Posted on 04 April 2023
Absolutely terrible care on the Lewis Suite, which is a shame as the Labour Ward was brilliant cannot be faulted. Night Midwives were dismissive of mt contractions and provided zero support, was made to walk to the labour ward despite being 9cm dilated with zero pain relief. Wish I had the midwives name so I can make a proper complaint.
Visited Maternity services on March 2023
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 11 April 2023
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologise to you for the experience you had in the Lewis Suite at Queen Charlottes Hospital. We would really like to speak to you and be able to look into this further. In the mean time, I have forwarded your posting to the service managers for the Maternity Service. Patient Advice and Liaison Service (PALS) can be contacted on either 0203 312 7777 or email imperial.pals@nhs.net
-
Review titled Obstetric clinic chaotic
Rated 3 stars out of 5
by Anonymous - Posted on 24 March 2023
From the moment I walked in, I was met with a rude receptionist who seemed to have no interest in helping me. The waiting area felt chaotic and disorganized, with patients milling around and no clear direction on where to go or what to do. Some comfortable seats wouldn’t go amiss either if we are waiting for hours! To make matters worse, the wait time was incredibly long, with no explanation or apology for the delay. I understand that obstetric clinics can be busy, but the lack of communication and basic courtesy was unacceptable. This was so different from previous experiences in ultrasound and maternity outpatients downstairs where staff have been kind, welcoming and helpful. The waits have been communicated well, and it’s felt very efficient.
Visited Obstetrics on March 2023
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 27 March 2023
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologise to you for the experience you had in the Obstetric Clinic at Queen Charlottes Hospital. We would really like to speak to you and be able to look into this further. In the meantime I have forwarded your posting to the service managers for the Maternity Service. Patient Advice and Liaison Service (PALS) can be contacted on either 0203 313 0088 or email pals@imperial.nhs.uk Kind regards Karen Seward
-
Review titled Really disappointed and shocked with nhs
Rated 1 star out of 5
by Anonymous - Posted on 09 February 2023
Not happy with triage i came in with no movements and vaginal pain with discharge i am here still waiting from 4-till now which is almost 9pm with only one doctor
Visited Maternity services on February 2023
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 10 February 2023
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologise to you for your experience. If you would like to discuss this matter further, please contact the Patient Advice and Liaison Service (PALS) on either 0203 312 7777 or email imperial.pals@nhs.net . In the meantime I have forwarded your posting to the Managers
-
Review titled Bit of both
Rated 4 stars out of 5
by Anonymous - Posted on 21 December 2022
I had a bit of both experience. The gynaecology department take forever to see you. My appointment was at 1 but didn’t get seen til after 2. On the other hand, I spent a few nights on the victor Bonney ward and the staff there ware so nice.
Visited Gynaecology on December 2022
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 23 December 2022
Dear Sender Many thanks for taking the time to contact PALS at Imperial College Healthcare via the NHS Choices website. I am very happy to read that you had such a positive experience while on our Victor Bonney ward at Queen Charlotte's Hospital. I will forward your feedback to senior management in Gynaecology. I am sure that they will be very happy to receive this. I will also forward the issue regarding your outpatient appointment to the same management. If you would like to contact me with your name and date of birth I will be more than happy to put your name to the positive feedback and concern raised . My email address is john.ward22@nhs.net. Again, many thanks for contacting PALS. Kind regards John
Information supplied by Imperial College Healthcare NHS Trust