Queen Elizabeth Hospital
Stadium Road, London, SE18 4QHContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Courteous and thorough doctors
Rated 4 stars out of 5
by Anonymous - Posted on 27 December 2022
I would like to commend the medical team overseeing my fathers care. He has attended the hospital as an inpatient on the ward and also used the outpatient service. I was reassured and impressed by the infectious diseases doctors on each occasion I asked for an update (via phone / in person). Every medic was knowledgeable, able to communicate a clear treatment plan, discuss risks, their strategy when troubleshooting his condition and associated side-effects. Most importantly they spent time explaining and answering questions, demonstrating that they cared about him as an individual and respected the family concerns I raised. This must be a difficult profession, at a difficult time of year, but I had total confidence in my fathers care because of their kindness and thoroughness. It is noticed and appreciated- thank you.
Visited Infectious Diseases on December 2022
Review titled Queen Elizabeth Hospital
Replied on 25 April 2023
Dear Carer Thank you for taking the time to provide feedback, we're glad your experience was so positive. Your comments have been passed onto the relevant teams. kind regards The Patient Experience Team
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Review titled Thank you
Rated 5 stars out of 5
by Helen Joyce - Posted on 29 December 2022
My daughter attended a+e following a fall which subsequently needed 2 operations - she waited in the waiting room for upto 4 hours without pain control which was a very poor experience however once she got into the dept her care and treatment was the nhs at its best. Yes there was a long wait for a bed however level of care, compassion, kindness and communication was excellent despite the department being completely full and staff extremely busy and never standing still. Every member of staff introduced themselves and kept us fully informed regarding her results, treatment and bed wait. She was transferred to Day care Unit which obviously is an overflow area set up to deal with bed crisis however again staff were kind, caring and we were kept informed about waiting for surgery and transfer to a ward. Her main stay was on ward 16 which again gave her a high level of care and communication was excellent and frequent despite her surgery being cancelled multiple time both because of surgical reasons and no room on the theatre list. Big thank you to Nursing staff across all the areas but also a special mention for the Orthopeadic teams who were amazing coming to update early morning, late night and at routine ward round times to review and update. One dr took extra time to actually come back, pull up a chair and spend quality time sitting and explaining the procedure to reassure her as she was extremely anxious and upset, this action by the dr was hugely beneficial, effective and greatly appreciated. Discharge was well planned but a portering issue and pressure on transport due to the weather and volume of patients meant she didn't get home until around 02:30am - the driver was lovely, apologetic and assisted her into her room because of limited mobility and pain. Follow up in fracture clinic today was very well organised too. Check in and communication regarding clinic delay was good, staff friendly and kind. The registrar was informative and very clear about the treatment plan going forward. More visible water machines around the hospital would be beneficial. The hospital looks clean, meals and menus were ok to tide you over during your stay. Apart from the initial time of arrival and the excrutiating long wait for painkillers prior to getting into the a+e dept itself I rate the care and communication received as very good..Thank you very much.
Visited Orthopaedics on December 2022
Review titled Queen Elizabeth Hospital
Replied on 03 January 2023
Emergency Department Feedback Thank you for the feedback. I am very sorry to hear that the patient was left without adequate pain control whilst waiting in ED as we aim to offer this from the initial assessment at triage. I will feed this back to all staff to raise awareness and would be happy to investigate further into individual practice if you wanted to provide further personal information. Thank you for highlighting this as we can use this to improve care for patients going forward. Kind regards, Amanda ED Matron Day Surgery Ward Feedback Thank you for you feedback I am glad to read that the staff showed you and your daughter care and compassion at this difficult time . The national pressure on hospital beds has caused areas to be commissioned as in patient overnight stay areas which were previously only used during the day . The Day Surgery Ward is one of these areas having a small number of overnight stay beds fully staffed .We are reassured that once your daughter arrived there she felt cared for and communicated well with and her needs recognised . KR Branita Head of Nursing Critical Care ,Theatres, Anaesthetics and Pain
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Review titled Such Wonderful Angels
Rated 5 stars out of 5
by Siobhan Edwards - Posted on 02 January 2023
The care our sister received by all the staff from nurses to doctors to auxiliary staff was nothing short of amazing. We have never experienced such kindness from people, caring for a loved one. They listened, we. Reactive and proactive and genuinely care. There’s too many names that we cannot mention but to all you wonderful hard working Angels Thank you for all you do. Always
Visited Endocrinology and Metabolic Medicine on December 2022
Review titled Queen Elizabeth Hospital
Replied on 25 April 2023
Dear Siobhan, Thank you for taking the time to provide feedback, we're glad your experience was so positive. Your kind words have been passed onto the relevant teams. kind regards The Patient Experience Team
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Review titled Poor
Rated 1 star out of 5
by Anonymous - Posted on 29 November 2022
was waiting 20 hours had to sit in a chair all night no sleep. took several hours to even give me antibiotics while waiting for a bed but they did nothing and told me i was going to get a bed soon and that i was one of the next on the list but 20 hours later still nothing
Visited Paediatric Surgery on November 2022
Review titled Queen Elizabeth Hospital
Replied on 08 December 2022
Thank you for your feedback, we are sorry to learn that you had a poor patient experience at the Queen Elizabeth Hospital. As this was anonymous feedback with no dates specified, we are unable to investigate further or provide individual feedback. However, we do encourage you to please contact our PALs team who will be able to advise on how to raise a concern or make a complaint. We welcome feedback to our service from all patients as it gives us an opportunity to reflect on our practice to make improvements. Patient safety and care is our utmost priority, particularly at this time where the Trust is facing extreme pressures in the Emergency Department and the wards. It is well publicised that there are significant challenges in the wider NHS and Social Care Sector that affect hospitals’ abilities to manage patient flow. We specifically are recording record numbers of patients with Queen Elizabeth Hospital, receiving the second highest numbers in London coming to our Emergency Department. This is a significant challenge to manage as we are half the size of tertiary centres such as KCH, GSTT, St Mary’s and UCLH. We are also seeing increased numbers of adults, children, and young adults with mental health needs in the ED who have long waits to be seen by partner agencies. It is really important to us that when managing such a volume of patients with a variety of needs that we do so safely, and welcome input from local patient feedback to help us plan and manage our services. We understand that after an experience such as the one described you might be angry and let down, and we are sorry for this. To be fully heard and allow us to make things right, we encourage all people who have had a poor experience to provide that feedback directly to the Trust either via PALS, or by a Friends and Family Test feedback form so we can learn from it. In addition to this we hold regular open meetings in Woolwich to learn from our community service users, or more formally you can apply to become one of our Patient Representatives who sit on our patient safety panels and who are able to contribute to the changes we continually make to improve the quality of our service. The Trust Patient Experience Strategy 2022-25 is to embed a culture that places the patient, carers and their relatives at the heart of what we do. To continuously learn from patient feedback and improve the patient experience by 2025 Please contact us directly via PALS if you would like a further response pals.qeht@nhs.net Kind regards Margaret Margaret Hagan Clinical Governance Manager
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Review titled Excellent department
Rated 5 stars out of 5
by Margaret - Posted on 05 November 2022
I attended the breast screening department today - what a wonderful caring group of people - from first arriving and throughout my appointment. Each stage of the process ran like clockwork - everything was carefully explained - all staff so patient and understanding of how you’re feeling - a big thank you
Visited Breast cancer services on November 2022
Review titled Queen Elizabeth Hospital
Replied on 21 December 2022
Dear Margaret We're glad you had such a positive experience in the breast screening department. Your feedback has been sent to the manager to share with the team. kind regards The Patient Experience Team
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Review titled Great birth experience
Rated 5 stars out of 5
by Dionne - Posted on 11 December 2022
The maternity service was excellent. As a same sex couple we had a great birth experience, our birth plan was respected and our midwife was amazing and made us both feel comfortable. We felt respected and seen through out. I would recommend this hospital and will definitely have future babies here. The staff in the birth centre and on the maternity ward done a fantastic job and deserve a lot of credit for the care they provide
Visited Maternity services on November 2022
Review titled Queen Elizabeth Hospital
Replied on 25 April 2023
Dear Dionne, Thank you for taking the time to provide feedback, we're glad your experience was so positive. Your comments have been sent to the managers in Maternity to pass on to their teams. kind regards The Patient Experience Team
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Review titled Great Care and Efficiency
Rated 5 stars out of 5
by Cheryl - Posted on 21 November 2022
So thankful for the staff who took care of me, from checking to discharge, the checkin ward was very busy but I felt so calm during the preps as the staff was attentive and check in frequently as I waited to go theatre. I pray God bless the team at Queen Elizabeth, Charlton as they continue to do an excellent job, in spite of the pressures and demands of so many needs. My first surgical experience and I came away feeling great and appreciative.
Visited Breast Surgery on November 2022
Review titled Queen Elizabeth Hospital
Replied on 21 December 2022
Dear Cheryl Thank you for taking the time to provide feedback, we're glad your experience was so positive. Your comments have been sent to the managers in Theatres to pass on to their teams. kind regards The Patient Experience Team
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Review titled Super efficient
Rated 5 stars out of 5
by Anonymous - Posted on 30 October 2022
I have been carrying a running injury which is not improving so visited A&E at the QE. I was assessed, sent for an xray and seen by an urgent care doctor with the results and given advice on how to properly care for my ankle to enable me to restart running. The care was empathetic and professional. All this within 44 minutes!!!! So glad this is my local hospital.. Thank you, Thank you, Thank You!
Visited Don't know on October 2022
Review titled Queen Elizabeth Hospital
Replied on 21 December 2022
Thank you for your feedback, we hope your ankle is fully recovered. Your feedback has been sent to the A&E and X-ray managers to share with the staff. kind regards The Patient Experience Team
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Review titled ....... lean on me ..... when you're not strong ......
Rated 5 stars out of 5
by Martin - Posted on 30 October 2022
The words above reflect what the whole team of people do every day, and night, at QE. Right across the board, at all levels. All the time. The words are from a song by BIll Withers, an American singer/songwriter with a lot of stuff to his credit. He died a couple of years back, but his words and music not only endure but are relevant in many settings. My recent 'stay' at QE is one. I presented to A&E on Mon 17 Oct and was discharged Thurs eve on the 20th. I had cellulitis and stayed in the Day Care Unit. All the people there are quietly amazing, a real team who are part of other teams who are like wise. A&E doctors and nurses, porters, thru to the Day Care Unit with visiting doctors, Consultants etc. Lying there with a drip in my arm, not too mobile, with little to do but watch and listen 24/7 to the workings and 'industry' of what goes on, see the tasks undertaken, and also the way & the how it goes. That is with complete professionalism, always on the look-out for something not right, that all is always 'right'. All the time. On the 'look-out' for me! Some more of the words go'.... if there is a load you have to bear, that you can't carry, I'm right up the road, I'll share your load, if you just call me ...' That's the sentiment I saw from them to me. And of course others. On leaving I said I would write and tell them 'Thanks', and so I hope you can transmit this accordingly. Up on a Notice Board for all to see, and maybe persuade some to listen to the song by Bill Withers (it's an easy-listening piece that they might identify with. That's it. Please say 'Thanks'. Martin
Visited Don't know on October 2022
Review titled Queen Elizabeth Hospital
Replied on 21 December 2022
Dear Martin Thank you for your lovely feedback, it's always much appreciated by our staff when their hard work is recognised. You comments have been sent to the Day Care unit manager to share with her team. kind regards The Patient Experience Team
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Review titled Wonderful Experience Delivery Suite and Maternity services
Rated 5 stars out of 5
by Anonymous - Posted on 01 November 2022
My daughter was born in the delivery suite here. It wasn’t a straightforward birth and I wanted to say how brilliant all of the staff were throughout, and thank them for making what could have been a traumatic experience into something I will look back on with nothing but positives to say about the care and treatment I received. Everyone was kind, professional and caring, and incredibly hard-working. All of the midwives and doctors I saw took the time to explain carefully what was happening at each point of my labour, as well as listening to my preferences and discussing potential outcomes, which was so appreciated. I was left completely in awe of the staff and grateful for the services we are so privileged to receive on the NHS. It is obvious how hard the staff work. One of the student midwives assisting even stayed long past the end of her shift, and staff who were present at the birth came to speak to me and my husband afterwards to give us opportunity to ask any questions about the process, which was really appreciated. I really want to say the biggest thank you to everyone in the Delivery Unit for the support I received during a scary time for the incredible care they showed. I really couldn’t thank them enough and will always be so grateful to them for their exemplary work.
Visited Maternity services on October 2022
Review titled Queen Elizabeth Hospital
Replied on 24 November 2022
Thank you for taking the time to feedback on your recent experience of our hospital services. We always appreciate the chance to find out what you think and it is nice to hear about a positive experience. We passed on your comments to the service manager and this was their response: Thank you very much for forwarding this amazing feedback to my team. We work hard and strive to provide safe and holistic care to all women in our care. I am glad that both her and her partner felt listened to and were fully involved in the decisions surrounding her birth. I hope she is enjoying life as a mother to her little girl. Thank you again Labour Ward and Triage Matron Queen Elizabeth Hospital
Information supplied by Lewisham and Greenwich NHS Trust