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 Surgery good, after-care terrible
Rated 2 stars out of 5
by Anonymous - Posted on 12 June 2023
Suffered a complex leg fracture in April 2023. While the actual surgery to fix my leg itself has been very, very good - no complaints there, most of my issues are with the after-care provided following this. This hospital seems to communicate with smoke signals rather than digital correspondence. The only information my gp received was that I was taken into a&e. They have no record of the surgery or anything following up. I am now 9 weeks post-surgery and according to the surgeon last week I have been referred to physio to start mobilising again. I would be contacted for follow up. Today I contacted the hospital again, only to have to find out that as my gp is in a different catchment area, the referral has gone to him and he needs to refer me to a gp: I was not informed of this. My gp, upon contacting him, says that they did not receive any such information. So if I were to rely on this hospital and their after care, I would still be immobile and in a cast about a year from now. Patients should receive proper aftercare regardless of their catchment areas, and should not have to follow up and chase down hospitals and doctors for their recovery after surgery.
Visited Orthopaedics on June 2023
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 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 Liam Edwards Divisional Director of Nursing for Surgery
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Review titled Beyond a joke
Rated 1 star out of 5
by Karrie - Posted on 06 June 2023
I went today to see my endocrinologist, she wasn’t in, some lady who had no clue asking me about my results , as I had seen them on patient know best! When she trying to say they was normal, a,e went in again was awful left me there with mental health, and physical problems, until I walked out! No one checked if I was even alive, then have a c.t scan 4 weeks ago! My gp no one has result! Beyond a joke,,, don’t think I will sent foot in there again,,, with kidney tumor, diverticulitis and sickness etc! 15 year of rubbish and still the same
Visited Endocrinology and Metabolic Medicine on June 2023
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 No help for the deaf
Rated 5 stars out of 5
by Anonymous - Posted on 12 June 2023
my experience is one that leaves me feeling uncomfortable and embarrassed, I have hearing lose in both hears, I do wear hearing aids, I am also an outpatient at the audiology department queens hospital when I attended the audiology department I can switch my hearing aids on to the hearing loop, the quality is brilliant, but unfortunately no other department has the loop available. I have on numerous occasions, but have always been that the hearing loop does not cover the department that I am attending. If I were blind, or in a wheelchair I would be treated differently, because my disability can’t be seen I am spoken to like you would talk to a baby. It’s very upsetting that a hospital can not help people with a hearing problem. the hearing loop is available on buses, stores, sainsbury tesco b&q etc. but not in a hospital. attending hospital can be very stressful, when you struggle to hear or understand what is being said it’s a nightmare
Visited Oncology - Clinical on June 2023
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 Worst hospital
Rated 1 star out of 5
by Anonymous - Posted on 19 June 2023
Called 111 as something sharp was stuck in my ear they said from my symptoms it needed to come out in the next 4 hours and they booked me an appointment with Queens I turned up for the appointment only to be told it was a 10 hour wait, why is 111 telling me it needs to come out asap and the hospital is telling me wait 10 hours and that is just to see someone not even to have it removed. The urgent treatment centre is a joke it takes nearly an hour just to be booked in, the service needs a major change as this is not acceptable.
Visited Don't know on June 2023
Review titled Queen's Hospital
Replied on 23 June 2023
Thank you for making us aware of the experience you received, we are sorry to hear of this. 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 Rude nurse taking blood
Rated 1 star out of 5
by Anonymous - Posted on 17 July 2023
Went for a blood test while pregnant, super busy waited ages for my turn accidentally went to step into a booth I thought was empty immediately apologised but to be then abruptly told to “Get out” like she was talking to a child. I didn’t expect that reaction from a nurse always thought they were caring. Maybe next time pull your curtain over so people know someone is in there? and don’t speak to people like they are something on your shoe, luckily i was in a good mood that could have quickly escalated but i thought better of it, shame you didn’t. Feel sorry for anyone that gets her
Visited Haematology on June 2023
Review titled Queen's Hospital
Replied on 17 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 and try to resolve these. Your feedback will be shared with our staff to ensure that they are aware of the experience of our patients. Once again, thank you for taking the time to make us aware of your experience. Regards Clare Bailey Director of Healthcare Professionals Cancer and Clinical Support.
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Review titled Nightmare worst care anywhere
Rated 1 star out of 5
by Siochain - Posted on 18 July 2023
Waited 2 hours for X-rays to be done after arrival on ambulance. They told me they couldn’t locate my file! Then next day ortho team ready to put cast on but hospital once again misplaced my file! At release, no medical records/ discharge paperwork given to me at all but they wanted a 3,000 euros deposit! Was told their entire copy machine was down after waiting most of day and no X-rays films provided to me either. I keep receiving emails asking for money. Before I was released I provided them with a signed med release form, copy of my Drivers license passport and insurance information. They continue to ask me for papers that I have already provided to them.. yet they will not supply my medical records to me! So… until they do.. I will not supply any payment to this mediocre establishment
Visited Anaesthesia services on June 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 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
Information supplied by Barking, Havering and Redbridge University Hospitals NHS Trust