Queen's Hospital
Rom Valley Way, Romford, Essex, RM7 0AGContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Uncaring Reception Staff
Rated 2 stars out of 5
by Anonymous - Posted on 08 July 2023
A dear old lady arrived half carried by her daughter I searched the area for a wheelchair there were none. In desperation we carried her through at about 8.30 pm. No-one around to help we grabbed a swivel chair to seat her before she collapsed. Reception security approached asked him to help. All he did was insist she got off the chair and give it back to him. I told him his behavior was outrageously bad and found a wheelchair in the car park for the sick lady. Her daughter was most grateful. Meanwhile a couple of guards loitered out the front. No sign of them collecting the chairs as part of their role. That would be way too obvious and helpful. Queens you can do better than this.
Visited Don't know on July 2023
Review titled Queen's Hospital
Replied on 20 July 2023
Thank you for making us aware of your experience, the urgent care service is outsourced by another NHS Provider PELC they can be contacted by either pelc.feedback@nhs.net or via email www.pelc.nhs.uk.
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Review titled Outpatients- terrible customer service
Rated 3 stars out of 5
by Anonymous - Posted on 10 July 2023
I visited team 4 on 03.07.2023 appointment 3.30 didn't get seen until 5.00 (and was out by 5.05) Sadly this is usual for this clinic,they clearly overbook,the lady next to me had the exact same time as me,same doctor. I appreciate it's a problem because of non attenders,and backlogs but the current situation is just not fair on people and needs to be looked at.The problem starts as soon as you book in,there were not enough seats in the waiting area,the display board for team 4 is located where 98% of people can't see it. The one for team 3 (telling you waiting times) is clearly displayed. It's a good idea but tucked away where you can't see - useless. Also the nurse comes round to call you,it's pot luck if you get someone who speaks loud and clear,several just whispered,what is going on. Also why can't someone, one of the nurses,tell the waiting people what is going on. Nobody was blaming the staff obviously but better communication and Customer service would have been appreciated.
Visited Orthopaedics on July 2023
Review titled Queen's Hospital
Replied on 08 August 2023
Thank you for taking the time to make us aware of your experience, I am so sorry to hear the concerns that you have raised. I would urge you to contact our Patient, Advice and Liaison Service on 01708 435 454 or by email, bhrut.pals@nhs.net, so that we can address the concerns that you have raised directly with you and try to resolve these. Once again, thank you for taking the time to make us aware of your experience.
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Review titled No wheelchairs
Rated 3 stars out of 5
by Mrs Cristina K Cook - Posted on 15 July 2023
Arrived with my 14 year old daughter who had injured her knee. No wheelchairs in sight, I asked at reception who pointed to the carpark vaguely and said they would be in carpark. I spent the next 20 minutes while my daughter was in a lot of pain looking for non existent wheelchairs, in the end it took my poor daughter over half an hour to hop on one leg into the hospital reception area. Two nurses had passed us at this point who had kindly waited with my daughter while I searched for wheelchairs. I went back to reception and the lady reluctantly phoned a porter while warning me it could be up to an hour for a wheelchair. In less than 5 minutes a porter arrived with a wheelchair. Once we were in waiting area I had another lady ask me where I got a wheelchair from as she couldn't find one for her elderly mother in law and she was stuck in the car waiting for treatment. Also disgustingly I saw a very ill teenager being half carried into the triage area for children by I'm assuming a parent and sister as they should have been able to be in a wheelchair, this child should have been in a wheelchair. This is not good enough service!
Visited Children's & Adolescent Services on July 2023
Review titled Queen's Hospital
Replied on 21 July 2023
Thank you for taking the time to make us aware of your experience, I am so sorry to hear the concerns that you have raised. I would urge you to contact our Patient, Advice and Liaison Service on 01708 435 454 or by email, bhrut.pals@nhs.net, so that we can address the concerns that you have raised directly with you and try to resolve these. Once again, thank you for taking the time to make us aware of your experience.
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Review titled Communication needs improving
Rated 4 stars out of 5
by Anonymous - Posted on 08 August 2023
My daughter and I was booked in to see the consultant at Queens hospital within the fracture clinic. Before being seen by the consultant a nurse approached us to tell me that my daughter needed a CT scan. I asked her why and she said it’s been requested by the consultant and took us round to the department! I was really upset and confused and no one discussed this with me and the reasoning behind the CT scan. As a professional myself it was a blur I knew my daughter needed the CT scan due to her condition but to have been spoken to and informed would have really reduced my anxiety and stress. I felt very overwhelmed. When we was reviewed by the consultant he was great and informative however, there must have been about four different people knocking coming in and just standing there (I think doctors) but they didn’t even introduce themselves and there was a constant rotation of this happening. I was trying to listen to the doctor but they kept knocking coming in and just standing there! Some common courtesy goes along way to introduce yourself when you come into the room and just stand there. Communication is key
Visited Orthopaedics on July 2023
Review titled Queen's Hospital
Replied on 20 October 2023
Thank you for taking the time to make us aware of your experience, I am so sorry to hear the concerns that you have raised. I would urge you to contact our Patient, Advice and Liaison Service on 01708 435 454 or by email, bhrut.pals@nhs.net, so that we can address the concerns that you have raised directly with you and try to resolve these. Once again, thank you for taking the time to make us aware of your experience.
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Review titled Cardio Respiratory outpatients
Rated 5 stars out of 5
by Tom O’Connor - Posted on 16 August 2023
I attended the above on 20th July 2023 for a cardioversion procedure. I could not be more thankful for the care, professionalism and attention shown by the whole team especially the clinical nurse lead. They were a credit to their profession and the NHS. I could not speak highly enough about them.
Visited Cardiology on July 2023
Review titled Queen's Hospital
Replied on 20 October 2023
Thank you so much for your kind words, it is wonderful to hear you have had such a positive experience and received such great care before and after your procedure. I will ensure you feedback is passed onto the team so that they know what a fantastic job they are doing. Thank you for taking the time to leave your feedback as this is very important to us.
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Review titled Children's blood test
Rated 5 stars out of 5
by Anonymous - Posted on 06 July 2023
Two points: 1. The professional who administered my daughter's blood test was brilliant and caring. The wait was very short. I would definitely recommend this service to others. 2. There was some confusion over online scheduling and the instructions given to me by my GP - the app is not clear about where you are allowed to book based on your hospital trust. However, we were seen anyway.
Visited Children's & Adolescent Services on July 2023
Review titled Queen's Hospital
Replied on 17 August 2023
Thank you so much for your kind words, it is wonderful to hear you have had such a positive experience. I will ensure your feedback is passed onto the team so that they know what a fantastic job they are doing. Thank you for taking the time to leave your feedback as this is very important to us. Kind Regards Clare Bailey Director of Healthcare Professionals Cancer and Clinical Support.
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Review titled Dreadful Communication
Rated 1 star out of 5
by Anonymous - Posted on 27 July 2023
Myself and my wife were in Queen’s since roughly 4am on Tuesday morning. Since that time, we were ignored for hours at a time, with little to no communication. Following the birth of our child, on Tuesday evening, we were left in a room of multiple occupancy with more visits by catering staff than medical professionals. Naturally, my wife was eager to return home, and has described the experience as feeling ‘abandoned’. Everytime we did ask someone for an update, we were given false promises and unclear information. This completely overshadowed and exacerbated what was already a challenging birth. A total, total letdown.
Visited Maternity services on July 2023
Review titled Queen's Hospital
Replied on 07 September 2023
Thank you for taking the time to make us aware of your experience, I am so sorry to hear of the concerns that you have raised. I would urge you to again contact our Patient, Advice and Liaison Service on 01708 435 454 or by email, bhrut.pals@nhs.net, so that we can address the concerns that you have raised directly with you and try to resolve these. Once again, thank you for taking the time to make us aware of your experience. Kind Regards Karen Leese Complaints & PALS Manager Patient Advice & Customer Experience Team (PACE)
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Review titled Terrible
Rated 1 star out of 5
by Karrie powell - Posted on 25 July 2023
I visit at 9-10 unable to pass my bowel being sick for 10 days, urgent care doctor didn’t listen of is it a bladder infection have you hurt your back, walked out… end up spending a further 3 days in pain then moved the bowel blockage myself,,, at 3 am - 6 am in agony! 11 weeks after ct colocncooy still don’t have results! Total waste of time visiting this hospital! Currently still in pain but not going back to this hospital
Visited General Medicine on July 2023
Review titled Queen's Hospital
Replied on 08 August 2023
Thank you for making us aware of the experience you received, we are sorry to hear of your experience but the Urgent Care Service is outsourced by another NHS Provider PELC they can be contacted by either phone 020 8911 1130 or email pelc.feedback@nhs.net
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Review titled A&E Department
Rated 4 stars out of 5
by Heather - Posted on 31 July 2023
Had a severe reaction to contrast dye given during an MRI. Was taken very quickly into emergency department and seen immediately. Obs, blood taken and canula fitted, taken to Sdec. Hooked up to a drip. Staff were excellent. Yes, I had to stay for 8 hours whilst being observed but very glad to be in capable hands. Thank you NHS.
Visited Don't know on July 2023
Review titled Queen's Hospital
Replied on 17 August 2023
Thank you so much for your kind words it is wonderful to hear you have had such a positive experience. I will ensure your feedback is passed onto the team so that they know what a fantastic job they are doing. Thank you for taking the time to leave your feedback as this is very important to us. Kind Regards Ruth Green Lead Nurse for Acute & Emergency Medicine
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Review titled Well looked after
Rated 5 stars out of 5
by Anonymous - Posted on 15 August 2023
Nurses were lovely. Doctors were thorough. Results were quick to come back. Felt that my baby was well looked after and in safe hands. The play team were fantastic (and needed when staying in for a few day) and ensured that my baby had everything she needed in order not to be bored. They provided us with cot mobiles, bouncy chairs and musical toys.
Visited Children's & Adolescent Services on July 2023
Review titled Queen's Hospital
Replied on 07 September 2023
Thank you so much for your kind words. It is wonderful to hear you have had such a positive experience. I will ensure you feedback is passed onto the team so that they know what a fantastic job they are doing. Thank you for taking the time to leave your feedback as this is very important to us. Kind Regards Karen Leese Complaints & PALS Manager Patient Advice & Customer Experience Team (PACE)
Information supplied by Barking, Havering and Redbridge University Hospitals NHS Trust