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 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
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Review titled 'Great practice'
Rated 3 stars out of 5
by Anonymous - Posted on 01 April 2023
Sugary recovery section the nurse was lovely , but wanted to send me back to ward with very high blood presser to the fact nurse from was refused to eccept me until they called doctor from theater reduce pressure? I was so scared to learn how high it was and ask my self why didn't that recovery nurse call for doctor to begin and telling me when you get on ward take your blood press tablet? This was wrong that could have been issued down theater, my pressure was over 200 BP that's all I heard while nurse on phone to get a doctor. My life was in their hands if it was not for that nurse from day surgary ward doing his job and refuse a higher nurse as much has she was nice but wanted me out recovery very upset , upset how we rushed out of our beds to sit in chairs given aftercare and ask quest which was not confident? Why not do this at bedside .not even a doctor to come round to let you no it all went well like they do .positive ward was clear, surgon consultant did a very good job my operation on removal and cyst removal wound site was amazingly neat and would not have known I had operation thank to my consultants and other theater staff. And a big thank you to Anthony the male nurse for caring for my life
Visited Oral and Maxillofacial Surgery on March 2023
Review titled Queen's Hospital
Replied on 12 May 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 surgery. 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
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Review titled Fantastic treatment by the surgery theatre
Rated 5 stars out of 5
by Anonymous - Posted on 22 March 2023
From the surr department the day before, to theatre reception, to the treatment and "step down" after the operation I honestly can't speak highly enough of the wonderful staff. Explained everthing clearly, was done with a friendly smile and made me feel completely at ease. Given the funding pressure they work under - they really are remarkable people. Thank you all very very much and god bless.
Visited General Surgery on March 2023
Review titled Queen's Hospital
Replied on 14 April 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 and as this is very important to us. Kind Regards Liam Edwards Divisional Director of Nursing for Surgery
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Review titled Horrific and Dangerous
Rated 1 star out of 5
by Anonymous - Posted on 28 March 2023
I was taken to A&E by a colleague after a fall at work. I barely made it to check in before I passed out. Was left alone as colleague had to go due to child care. Made to stand in a queue with a clearly messed up shoulder and could barely stand. Finally passed out and was put in a wheelchair, taken to triage where I was left for an hour screaming in excruciating pain and passing in and out of consciousness. Lady who triaged me was extremely rude and dismissive, offered me a paracetamol for what I now know was a torn rotary cuff and suspected shoulder fracture! Wheeled to another triage in the middle of the hospital main entrance where the chairs are for ‘injuries’. I waited 2 hours screaming in pain and passing in and out of consciousness, nearly choking numerous times. Doctors and nurses walked passed me and didn’t even look my way. In the end I got scared for my safety as the pain kept making me pass out and I was falling out of the chair. Other patients very concerned. Had to call my husband to come from work to advocate for me, as could barely speak. When he arrived he was appalled at how I had been left. Staff walked passed me in such a state slipping in and out of consciousness and not one of them was concerned that I was sitting in a wheelchair - no humanity or compassion. When my husband got staff to look at the state I was in, even other staff that had triaged me were shocked that I had been left in such a state for so long. They couldn’t believe it themselves. Was finally taken to majors after 3 hours but only because I was screaming in agonising pain. I started to get very angry at the inhumanity and because I was in so much pain I was threatened with security multiple times if I didn’t ‘shut up’ despite purely being in extreme pain. Was finally given morphine after the 4th hour, to which eased some of the pain. Was then left further 4 hours sitting in a wheelchair that a porter or doctor kept trying to steal from me every chance they got, whether I was in the toilet or had gotten up to stretch legs. Husband had to fight to keep my chair. Doctors and nurses were inhumane, no compassion, no understanding of pain, expected me to stay silent and threatened me with security or walked away and left me and passed me on to the next one because I was being ‘loud’ I became so scared for my own safety I wanted to leave. Was put in a sling and sent home to wait for a fracture clinic outpatient appointment. Things have gotten to a dangerous point at Queens, I could have choked when I passed out numerous times. Not one men ever of staff stopped or acted concerned, only fellow patients came to help me and put me in recovery position. NHS staff watched me lose consciousness multiple times and fall from my chair - not one of them even stopped, just continued to Costa to get their coffee. I will never return to this hospital again. What I have seen and experienced haunts me and has traumatised me.
Visited Don't know on March 2023
Review titled Queen's Hospital
Replied on 14 April 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 ressolve these. Once again, thank you for taking the time to make us aware of your experience. Kind Regards Ruth Green Lead Nurse For Acute & Emergency Medicine
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Review titled Accident and Emergency
Rated 1 star out of 5
by Anonymous - Posted on 17 March 2023
After waiting for 7 hours with an elderly parent to be told the blood test was faulty can we redo it at 1.30am!!! To then carry on waiting a further 2 hours to get the results! Incompetence or what!!!
Visited Don't know on March 2023
Review titled Queen's Hospital
Replied on 14 April 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 ressolve these. Once again, thank you for taking the time to make us aware of your experience. Kind Regards Ruth Green Lead Nurse For Acute & Emergency Medicine
Information supplied by Barking, Havering and Redbridge University Hospitals NHS Trust