Queen's Hospital
Rom Valley Way, Romford, Essex, RM7 0AGContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Data protection concern
by eagleyk63 - Posted on 07 June 2023
I had an appointment in endocrinology last Friday and was concerned that due to being in a wheelchair and the desk being so high the receptionist could not see me and I could not see them. They were sitting behind a computer and asked me to give my name, date of birth and address so that they could hear it which also meant that other patients were able to hear this information. I feel that this is a data protection issue which needs addressing. I assume no-one has brought this to your attention previously but I feel that it needs attention.
Visited May 2023
Provided by Care opinion
Review titled Queen's Hospital
Replied on 30 June 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 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.
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Review titled Cold rooms, shivering with cold days and one night
Rated 1 star out of 5
by Dr Zawar Shirazi - Posted on 04 May 2023
I was admitted on 3rd may and spent one night, miserable conditions of cold room temperature I don't understand how vulnerable patients spend days and nights Why heating is not kep on at least 24 to keep our body warmer Miserable conditions, nursing staff help less
Visited Don't know on May 2023
Review titled Queen's Hospital
Replied on 12 May 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 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.
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Review titled Everything was a shambles
by Archie2244 - Posted on 05 June 2023
I came to Queens Hospital, due to having severe pain in my knees and pins and needles in my feet. I spoke with NHS 111 who recommended that I come to A&E. Upon arriving, everything was a shambles, we were told there was only 1 doctor for illness and non for injury, but they carried on streaming patients. After checking in and waiting in the queue for an hour I was called back to the checkpoint by one of the nurses to do my observations, leaving the streaming queue. I was told to go back to the queue only then to have my observations done again. Therefore losing my spot and 3 patients who were after me got streamed first, which made no sense. Eventually I got streamed by a doctor and was told I would be examined by a doctor at The Partnership of East London Cooperatives (PELC). Fast forward 6 hours I am still waiting as I am writing this review. In the early hours of the morning, the receptionist told some patients that they were going home and so was the doctor therefore to go elsewhere. They caused a state of panic for everyone who had been waiting 5 hours or more. They shut the blinds down and the doctor came out shouting. The security guards came and the receptionist said they were being abused, which was utter nonsense. We told the security guards that there are 20 witnesses and not one person abused them, they merely asked what was going on as they had caused a state of panic by putting out a statement that the doctor and reception staff are going home. They proceeded cover up their mistakes and walked out leaving 50+ patients to fend for themselves. Nowhere to ask for help, no one to speak to and no one to tell us what is going on. The communication skills of this department is non existent and extremely disappointing. I feel PELC have ruined what once was a decent hospital. It's an absolute disaster here! I feel the A&E area needs to be opened up again.
Visited May 2023
Provided by Care opinion
Review titled Queen's Hospital
Replied on 16 June 2023
Thank you for your making us aware of your experience, the urgent care service as you rightly said is outsourced to PELC they can be contacted via telephone 020 8911 1130 or email pelc.feedback@nhs.net.
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Review titled Thank you
Rated 5 stars out of 5
by Julie Tiller - Posted on 04 June 2023
My dad has been in the clementine ward now for 5 weeks and I am so grateful to the amazing doctors and nurses for looking after my dad. He has been so poorly and they have never given up on him. I would like to thank you so much and they are very appreciated.
Visited Don't know on May 2023
Review titled Queen's Hospital
Replied on 03 July 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. 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 and as this is very important to us. Kind Regards Juliet Kumar Director of Nursing Care of the Elderly
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Review titled Dermatology
Rated 2 stars out of 5
by Anonymous - Posted on 28 June 2023
Referred to queens with a skin cancer first appointment they didn’t know anything about me so sent me to medical photography this was the first of June 2nd appointment was-on the 27 June supposed to see a dr who wasn’t there saw someone else who didn’t have a clue why I was there she had no biopsy report lucky enough I took mine told me I had to wait for a M D M meeting I showed her that they had already had it that’s why I was there wasn’t told anything no examination then told I will be going to broomfield and should hear in 3 weeks
Visited Dermatology on May 2023
Review titled Queen's Hospital
Replied on 07 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 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.
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Review titled Early pregnancy unit waiting
Rated 2 stars out of 5
by Anonymous - Posted on 10 May 2023
I came to the early pregnancy unit because I started bleeding and had pain one side. I waited over 5 hours to be seen. They asked for a urine sample and then misplaced it, and they made me do another one.
Visited Gynaecology on May 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 Worst place. They seem not to care at all.
Rated 1 star out of 5
by Vina - Posted on 28 May 2023
I came to urgent care with my daughter she was so much in pain and she was complaining that she can’t breathe, I told them so many times but they just said you have to wait . How can they say to wait for a 15 years girl who complains she is not feeling well she is not breathing. The lady at the desk was giving me a smile like she did not care and told me that if I want you can do whatever you want with NHS ,So angry . Hope I never have to come again at this place.
Visited Don't know on May 2023
Review titled Queen's Hospital
Replied on 05 June 2023
Thank you for making us aware of the experience you received, we are sorry the urgent care service is outsourced by another NHS provider PELC they can be contacted by either email pelc.feedback@nhs.net or by telephone 020 8911 1130.
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Review titled Great Maternity Services
Rated 4 stars out of 5
by Hermine - Posted on 18 May 2023
Extremely caring staff, triage and antenatal staff were caring. Labour and postnatal staff provided best care. Labour midwives were a God send, they made me feel extremely comfortable and really well looked after. Postnatal staff made me feel confident and were helpful. God bless the entire maternity services including NICU.
Visited Maternity services on April 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)
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Review titled Urgent Care - One long queue with two seats
Rated 2 stars out of 5
by Louise - Posted on 24 March 2023
Urgent Care is situated on the left of the main entrance to the hospital, a new entrance to the Fracture Clinic has now opened up in the same area as you are meant to queue for Urgent Care - which seems ridiculous considering the amount of footfall in this area. Urgent Care consists firstly, of two administrative tasks - one to be booked in and the next temperature and pulse are taken. Here you will also find a board which tells you the waiting times - when I arrived it hadn't been updated from the previous evening and was showing a 7 hour wait from 12am. It was approx 12pm when I arrived. A HCA was updating the board as I waited. She was excellent at inputting the number of hours patients would have to wait but unfortunately she did not change the date so the board was giving incorrect information. When I pointed this out to her she said 'oh that doesn't matter'. Right Ok - the date doesn't matter..... I said again, 'it's showing the wrong information' and she just ignored me and walked around where I was queueing and was saying behind my back 'what's more important to you the waiting time or the date....' and in doing so another patient thought she was speaking to them. This persons attitude was poor - and to be working in an apparently 'caring' position - I'm not sure I would want to have my family and friends encounter such a rude and unprofessional HCA. The attitude shown towards me was a definite red flag. However, that experience does not negate my opinion of the Urgent Care streaming process - it clearly doesn't work and is not particularly comfortable or private for patients presenting at the hospital. After having my pulse taken I was then told to go to the screened off area in the righthand corner - I went and sat down, not realising that actually I was meant to stand in another queue (no indication that this was the procedure) after watching several other patients called in before me. Once I realised that was what I was meant to do - I stood in the next queue and waited to have my pulse and blood pressure checked. After this I was then sent to the window in the Urgent Care waiting room, and then told to go and sit back out in one of the seats labelled Urgent Care and wait to be called. I waited. And waited. Eventually I heard my name but due to the amount of people in the waiting area (standing and sitting) I did not see who called it, where they had come from or where they had since disappeared to. Eventually they came back out and shouted my name again. I went in to an open area, with other patients nearby where I was expected to explain the mental health issues I was experiencing (which was the purpose of my visit). The first 4 people I saw at the hospital were for crowd control purposes. Zigzagging across the main foyer of the hospital. I was asked several times by other patients if I could direct them to where they needed to be. The system was chaotic and messy. Perhaps on purpose to deter people from bothering to wait?
Visited Don't know on March 2023
Review titled Queen's Hospital
Replied on 31 March 2023
Thank you for taking the time to make us aware of the experience you received, we are sorry to hear this. The urgent care service is outsourced by another NHS provider PELC they can be contacted by either email Pelc.feedback@nhs.net 0208 911 1130.
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Review titled ENT department
Rated 4 stars out of 5
by Anonymous - Posted on 25 March 2023
Great thanks to the senior consultant and ent specialist who were on duty today who put an end to my suffering within 30min of handing me over to their department. Eventhough I had more than 5 hour long waiting period in the A&E( which was unbelievable) ,once I reached the ENT department, things were very smooth.
Visited Ear, Nose & Throat on March 2023
Review titled Queen's Hospital
Replied on 07 June 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. 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 and as this is very important to us. Kind Regards Liam Edwards Divisional Director of Nursing for Surgery
Information supplied by Barking, Havering and Redbridge University Hospitals NHS Trust