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 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
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Review titled Flippant and discourteous attitude.
Rated 1 star out of 5
by Graham Brooke - Posted on 19 October 2022
I was admitted at short notice which I was appreciative of, but on arrival and before being tested I was asked why I thought the issue was pericarditis. I said "because I've studied it online and it ticks all the boxes, but you should ask my doctor why he thinks it is". The person then said "Well lets rule out Pericarditis, it's Monday and too early for all that"! The exam was rushed, the ECG lasted about 20 seconds, with no possible chance of an attack in that short space of time. I said I was "disappointed in my treatment", truth is I was more than disappointed, I felt like I was drowning and they were ignoring my cry for help. It has made me very sad too to hear them say it will be 6 weeks before I get any answer. The person was also training a student and setting a very poor example I feel. It left me feeling unworthy of proper treatment, and very low.
Visited Cardiology on October 2022
Review titled Queen Elizabeth Hospital
Replied on 20 October 2022
Mr.Brooke had his ECG on the 17.10.22. which was undertaken by one of the cardiac technicians, Jessica Fernandes. Jessica attempts to put nervous patients at ease, we have had praises from other users regarding Jessica, however, Mr.Brooke’s concerns have been fed back to her, it was not her intention to appear discourteous or flippant. Had Mr.Brooke’s expressed any concerns during his test, these would have been dealt with at the time. All clinical areas have medical students, cardiology has them twice per week, however, we would respect any patient who wishes not to have a student present. An ECG only takes as long as the recording, which is set by the machine and this would fully capture the heart trace, this is around 20-30 seconds. In relation to the ECG report, the patient should have been given a copy of this to return to his GP on the same day, so the results are instant. Investigations that are more complex can often take longer to report on. The request for Mr.Brooke’s was for a baseline ECG. It is not part of the technicians role to discuss the outcome, any concerns would be raised to a senior colleague. I am sorry that Mr.Brooke felt rushed, the department strives to provide patient focused care, had any worries been raised during his appointment they would have been looked into and dealt with.
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Review titled I am disgusted by the service
Rated 1 star out of 5
by Anonymous - Posted on 02 September 2022
I went for a follow up on my breast and I was 15 minutes early for my appointment which is good to ensure that I will actually be coming to my appointment. I didn’t mind waiting till my time but I was sat there for an extra 2 hours even with an appointment. I can understand that this is a hospital and sometimes there are more serious cases in the A&E department but there was non since everyone that came in while we were sat, either waited for a couple of minutes then went to their appointment or were called straight away. This is really disappointing. I don’t understand why you would spent a wealth amount of money on the NHS or even this Hospital that cannot help patients in the way that is expected instead of wasting peoples time. After sitting for almost 2 hours, I had to go up and say that how long I was sitting for with an appointment which was ridiculous as the next minute I was called up. If I didn’t say anything, nothing would of happened. Due to this, I missed my lunch which caused me a throbbing migraine. In addition, no one was following the face mask regulation that you want everyone to follow, for example, there were some that had a face mask on then the next second they remove it or they have it on their face but under their nose or mouth. If you want regulations like this put in place, do it correctly not just waste money and materials when more money should be spent for the healthcare for the better.
Visited Breast cancer services on September 2022
Review titled Queen Elizabeth Hospital
Replied on 05 September 2022
We are very sorry to hear about your experience. It is not clear whether this relates to delays in the Urgent Care Centre which is run by Greenbrooks, or to the Trust's services. To allow us to investigate further please contact the Patient Advice Liaison Service (PALS) on 020 8836 4592 or pals.qeht@nhs.net Thank you kind regards Patient Experience Team
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Review titled Disgusted
Rated 1 star out of 5
by Anonymous - Posted on 21 August 2022
I spent 4 days in A&E waiting for bed. After being here over a week I've been on 3 different ward and 4 different bays and rooms. The nursing staff in the majority are brilliant but some just downright rude, ignorant and show no interest. Personal Hygiene is non existent. You have to ask for a wash, shower, clean teeth etc. Being disabled it's difficult. Nurses are extremely short handed but to leave sick people with no sufficient care is unforgivable.
Visited Accident and emergency services on August 2022
Review titled Queen Elizabeth Hospital
Replied on 21 December 2022
Thank you for your feedback, please accept our apologies for the poor experience you had in A&E and on our wards. Your comments have been forwarded to the management team but they cannot look into the matter fully without details of which wards you were on. If you would like us to address this further please contact the PALS department on pals.qeht@nhs.net Kind regards Patient Experience Team
Information supplied by Lewisham and Greenwich NHS Trust