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 Never felt a thing!
Rated 5 stars out of 5
by Anonymous - Posted on 28 March 2024
I was very nervous about upcoming surgery, but as soon as I arrived, I knew I was in the care of a surgical team that not only undertook the surgery, but knew how to care and make comfortable their patients! The following appointments for the dressings were all on time and carefully arranged! I cannot thank them enough and would not hesitate to recommend them to others! Suffice it to say, surgery was successful!
Visited Oral and Maxillofacial Surgery on March 2024
Review titled Queen's Hospital
Replied on 09 August 2024
Thank you so much for your kind words. It is wonderful to hear you have had such a positive experience. I will ensure that your feedback is passed onto the team so that they know what a fantastic job they are doing, we do try and put our patients first in everything we do. Thank you for taking the time to leave your feedback and as this is very important to us. Kind Regards Liam Edwards, Director of Nursing for Surgery, Anaesthetics and Critical Care Surgery.
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Review titled Absolute waste of time
Rated 1 star out of 5
by Lynne Millward - Posted on 03 March 2024
Sons experience with the complex spine Locum was an utter disgrace also an utter waste of precious time my sons appt was 9.30 … the locum consultant was an hour late so my son was being examined by a registrar .My son was hoping to have a few issues he had discussed with the consultant after all he’d waited long enough . This consultant (Bhaskar Thakur)who turned up an hour late then gave my son 5 minutes . My son was out of the room more or less after 5 mins but his appt stated 30 mins appt time but My son did think it would be time spent with the neuro he shut my son and his partner down if they asked any questions about my sons condition and what his symptoms were and how they had changed …I resent the fact this rude man did not do his so called job he is paid to do .. where this man had got his credentials from I have no clue not professional in any sense of the word . Perhaps that is why he is just a Locum . You see we wait all this time for appts hoping that they are at least going to be a bit informative for the patient and partner then all that worrying you had before you had the appt you still leave the hospital worrying and have no answer for your concerns because the person your seeing just couldnt be bothered to be thourough . I understand the state the NHS is in but each person who has waited for these appointment deserve their time in the doctors office . What a terrible state of affairs
Visited Neurosurgery on March 2024
Review titled Queen's Hospital
Replied on 28 June 2024
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 PALS & Complaints Team BHRUT,
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Review titled Unprofessional behaviour
Rated 2 stars out of 5
by Julia - Posted on 10 March 2024
Sunrise B ward. Post surgery complications made me return 3 times in 4 weeks. As a carer myself, it is really hard, difficult and sad to see how some nurses and doctors deal with and treat patients. No empathy, no regard for the patient’s complaints, no respect for privacy as the information about a patient’s condition/behaviour is shared by the staff in the corridors (loudly); Information not shared correctly to other teams; Information not registered correctly in patient’s file (medication allergies and intolerances); Gossiping is abysmal!!! Aggressive communication towards patients with threats and constant calls to security, when the situations could have easily been avoided or dealt with in a professional manner (use of calmer words, voice tone, expressions, privacy, etc.); Lies about patient’s behaviour with no evidence or opportunity for further investigation (anonymous accusations from staff members); Use of products which, due to allergies or intolerance, may cause discomfort (sneezing, nausea , vomiting, headaches) or distress to patients (strong perfumes, cleaning products); Unfortunately, some of the higher ranked physicians have a rude military attitude towards patients and their families, even when asked a simple question. I wish they could have more respect, compassion and empathy for the people who are suffering and need care. Praises to the ones who understand what care is, even under stress. I wish there was enough staff so that they weren’t so overwhelmed with excess work.
Visited Gynaecology on March 2024
Review titled Queen's Hospital
Replied on 28 June 2024
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 PALS and Complaints Team BHRUT
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Review titled Shameful treatment
Rated 1 star out of 5
by Christopher Howard - Posted on 16 March 2024
Through no real fault of my own I was late for my appointment today with the Radiology Department for a biopsy to check if I had cancer in my neck. It's only a ten-minute procedure at best. No-one was in attendance at the reception when I first arrived. When the girl showed up I told her my name and why I was there. She said that she had just got back from the nurse who told her to tell any late-comers like myself that we would not be seen. Not satisfied with being dismissed so summarily, I asked the receptionist if she could contact the nurse and see if she could make an exception, just this once. The nurse came out, tilted her head and with all the sincerity of Margaret Thatcher she patronizingly told me that she was taking a lunch break and that I would not be seen today. Seeing how there was only 1 patient in the waiting room I didn't think it too unreasonable for me to be put last in line. I was beginning to think that I was wasting my time, and that her lunch break was far more important than any test that could have either taken me off the hook as far as the cancer was concerned, or, at worst, began an early treatment. By that time my patience had worn very thin and the 2 of them decided that I was out of order. God forbid that! I told them that I was neither verbally abusive to either one of then nor was I threatening them in any way, shape or form. I was stating my case, clearly and with conviction behind it. I told the nurse (words to the effect) "Just wait till you get cancer. I hope they treat you like you are treating me now!" Cancer is a relatively slow-paced killer. But when added to other life-threatening conditions time is of the essence and when a health professional tells you that her lunch break is more important the push-back is going to be absolutely horrendous.
Visited Don't know on March 2024
Review titled Queen's Hospital
Replied on 28 June 2024
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 PALS & Complaints Team, BHRUT. "
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Review titled Fantastic care
Rated 5 stars out of 5
by Justine Scanlan - Posted on 06 April 2024
My family including my 81 year old mother would like to thank the staff in MRU and Bluebell A ward and also the doctors that looked after my mum since she was admitted on Mother’s Day and was discharged this week 3rd April. The vast majority of the staff were kind and caring and looked after her. Apart from 1 sister on the night staff who when mum buzzed in the night to help cover her over with a blanket as she was cold said to her “is that all you’re calling me for?” The rest of the staff were helpful and kind to her. 1 person spoils it for the rest but mum is home and recuperating. Thank you to all.
Visited Respiratory Medicine on March 2024
Review titled Queen's Hospital
Replied on 09 August 2024
Thank you so much for your kind words. It is wonderful to hear you have had such a positive experience. I will ensure that your feedback is passed onto the team so that they know what a fantastic job they are doing, we do try and put our patients first in everything we do. Thank you for taking the time to leave your feedback and as this is very important to us. Kind Regards PALS & Complaints Team BHRUT.
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Review titled Worst experience
Rated 1 star out of 5
by Mr DALBIR S PANAM - Posted on 19 March 2024
We've now surpassed the 12-hour mark at Queens Hospital's Same Day Emergency Care (sdec), where my nephew has been waiting for care since being rushed here post-seizure. The situation is dire, and the wait has been distressingly long.Disturbingly, we’ve discovered that there is only one doctor assigned to the entire unit today - a decision that's come from the highest levels of hospital management. This is unacceptable and alarming, reflecting a system that's failing its patients at the most critical times.Our family, along with many others in distress, is now eagerly waiting to see how quickly the hospital management responds to this critical situation. We demand not only immediate care for my nephew but also a comprehensive explanation and reassessment of the policies that led to such inadequate staffing.This situation transcends our personal story; it's a stark indicator of a broader crisis in emergency healthcare provision. It's time for those in charge to step up and address the urgent needs of their community.Please share this post, tag @[Hospital'sInstagram], and raise your voice. We must hold the hospital accountable and ensure that no other family endures this kind of wait for emergency care.#QueensHospital #sdec #HealthcareCrisis #EmergencyCare #PatientRights #DemandAction #ActNow
Visited Accident and emergency services on March 2024
Review titled Queen's Hospital
Replied on 20 June 2024
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 Ruth Green, Clinical Group Director of Nursing, Frailty, Acute Medicine and Emergency (FAME)
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Review titled Amazing support and care
Rated 5 stars out of 5
by Janet McGaughin - Posted on 07 April 2024
To everyone involved with my surgery, my aftercare and since then my follow up support, I would like to thank the doctors, nurses, and all other staff members in wards Sahara A and B, who looked after my health and well being. I was also in the same wards May 2023, and how lovely it was to see many of the same faces again this last visit..I cant praise enough for the care and kindness I was shown
Visited Neurosurgery on February 2024
Review titled Queen's Hospital
Replied on 09 August 2024
Thank you so much for your kind words. It is wonderful to hear you have had such a positive experience. I will ensure that your feedback is passed onto the team so that they know what a fantastic job they are doing, we do try and put our patients first in everything we do. Thank you for taking the time to leave your feedback and as this is very important to us. Kind Regards Liam Edwards, Director of Nursing for Surgery, Anaesthetics and Critical Care Surgery.
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Review titled A wall of non communication/no empathy
Rated 1 star out of 5
by Anonymous - Posted on 09 February 2024
Queens Hospital, where do I even begin? This place takes the cake for being one of the worst medical facilities I've ever set foot in. I get referred for an operation on my nose, day surgery, 08/02/24. and what do I encounter? A chaotic service. Attended at 12.00 hrs, told by receptionist I'm last on the list but that doesn't mean I will be seen last. First off, I endure a mind-boggling 5 -hour wait after handing on a chair in berth 16 on the first floor, Blue Zone. Freezing cold, nobody telling me what was going on, seriously dehydrated, at 5pm I get dressed and inform the staff there that I'm going home because i'm dehydrated and not fit to be operated on, this is the same staff that have ignored me for 5 hours and have spent all that time singing and dancing and eating and drinking. At this point, Im told to be patient and could I wait a little longer, I then informed the staff that my family would be worried and probably think something has gone wrong. I refuse to wait and then suddenly a bed is produced im told the operation is now happening, I put my robe back on, sit on my cahir to watch the bed being removed from berth 16 where I was. I was then told to walk to the operating theatre with a nurse, no bed, and the same nurse asked where my 'ten'/surgical compression socks were , i replied I wasn't given any, she then turned to another nurse and said where is this patient's socks ? It's on his Prescription. The nurse being questioned just shrugged her shoulders and smirked and laughed as I left the ward. I spoke to the nurse who enquired about my socks and I told her the anesthetist had said to me earlier I don't need them. The same anesthetist that was part of the operating team. I was put under and at approx 20.05 hours I woke up, once again nobody seemed to know what was going on, calls were made , porters didn't collect me, another nurse came over to see me and asked why I was still in this part of the hospital and I told her nobody seems to know, I then said I'll walk back to my berth, she said no and said I will take you back there, the problem ? Nobody knew apart from me what birth I was in. I eventually get taken back to birth 16. At 23.55 hours I speak to the first nurse who states that I need to take medication that is to be issued to me, but they haven't got any at the moment, come back to the hospital pharmacist tomorrow. I spoke to the Pharmacist on the 09/02/24 who stated that this is incorrect and the Meds can only be collected from the Ward I was in. At 00.05 hrs I was finally discharged.
Visited General Surgery on February 2024
Review titled Queen's Hospital
Replied on 11 March 2024
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. Kind Regards PALS and Complaints Team
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Review titled Fantastic care
Rated 5 stars out of 5
by Michael - Posted on 18 February 2024
I had a root canal and temporary crown at my normal dentist on a Tuesday, until Friday I was in excruciating agony with it until Saturday morning when all the pain disappeared however I fell extremely unwell. I was referred to max fax at queen's where they got me through the system very quickly and identified that I had an abscess which was causing the previous tooth pain, however it had ruptured and given me sepsis. The team at queen's dealt with me so quickly and efficiently and with such great care and compassion that I was out the same day. I couldn't fault a single member of the team there. Very very happy.
Visited Oral and Maxillofacial Surgery on February 2024
Review titled Queen's Hospital
Replied on 12 March 2024
Thank you so much for your kind words. It is wonderful to hear you have had such a positive experience, received such great care before. I will ensure that your feedback is passed onto the team so that they know what a fantastic job they are doing, we do try and put our patients first in everything we do. Thank you for taking the time to leave your feedback and as this is very important to us. Kind Regards Liam Edwards Director of Nursing for Surgery, Anaesthetics and Critical Care Surgery
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Review titled Great practice
Rated 4 stars out of 5
by Clive Simmonett - Posted on 21 February 2024
Had to have leg surgery and the good people of amber ward a, looked after me through the process. Never stayed in hospital before. To sit there for a few day's and watch the team caring for all different types of people with different characters. Wow upmost respect. Thank you much appreciated.
Visited General Surgery on February 2024
Review titled Queen's Hospital
Replied on 12 March 2024
Thank you so much for your kind words. It is wonderful to hear you have had such a positive experience, received such great care before. I will ensure that your feedback is passed onto the team so that they know what a fantastic job they are doing, we do try and put our patients first in everything we do. Thank you for taking the time to leave your feedback and as this is very important to us. Kind Regards Liam Edwards Director of Nursing for Surgery, Anaesthetics and Critical Care Surgery
Information supplied by Barking, Havering and Redbridge University Hospitals NHS Trust