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 Could not care less
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2023
I had an appointment today for a blood test but was refused treatment because the referral was from a GP and I was told the hospital no longer accepts GP referrals. I pointed out that my form was marked as urgent because I have a serious kidney problem but was essentially told tough luck and to go away. I thought hospitals were for the benefit of patients not bureaucrats. Obviously I was wrong.
Visited Haematology on October 2023
Review titled Queen's Hospital
Replied on 13 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 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 Fantastic treatment
Rated 5 stars out of 5
by Mr Ian Levene - Posted on 15 July 2024
Last year I was diagonosed with Cancer. I had five weeks of succesful treatment. I cannot speak highly enough of The Queens Hospital The care/treatment that I recieved was amazing and it saved my life.
Visited Oncology - Clinical on September 2023
Queen's Hospital has not yet replied.
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Review titled Ridiculous priorities
Rated 1 star out of 5
by Anonymous - Posted on 02 September 2023
Spend almost 12 hours in the same day emergency care waiting room to be told that there was only 1 doctor on shift. I was there for breathing problems but they were letting broken bones before me. I was sat in there complaining to them that im struggling to breathe and not a single member of staff bothered to help. I ended up leaving after being told that I would most likely have to wait another 6 hours. I understand that there is a shortage of doctors but surely for someone who suffers with breathing the nurses are able to help by giving them some oxygen.
Visited Accident and emergency services on September 2023
Review titled Queen's Hospital
Replied on 04 September 2023
Thank you for making us aware of the experience you received we are sorry but the Urgent Treatment Care Service is outsourced by another NHS Provider PELC they can be contacted by either by email pelc.feedback@nhs.net or telephone 020 8911 1130.
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Review titled Supporting staff during a difficult time
Rated 4 stars out of 5
by Anonymous - Posted on 13 November 2023
The maternity and bereavement services were amazing throughout my pregnancy. They supported me when I had to give birth, to my sleeping baby, and gave me all the information I needed during that time. Once I was discharged, the aftercare continued on. I am forever grateful for their services.
Visited Maternity services on September 2023
Review titled Queen's Hospital
Replied on 15 January 2024
Thank you so much for your kind words, 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.
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Review titled A&E Not fit for purpose
Rated 1 star out of 5
by Anonymous - Posted on 12 September 2023
Visited A&E and entered a world of chao's and confusion. No structure or apparent systems in place. Had to follow red marks on the floor for what seemed like ages. In the waiting area, blood tests taken, personal questions asked Infront of others, ppl left on trolleys, ppl being sick, left bleeding, being arrested, what a nightmare. I was then asked to move to another dept within A&E by a porter. No explanation as to why. On a Saturday night I found out only 2 Drs we're working with numerous people waiting. After four hours I asked how long the wait would be and was told possibly another five hours. How ironic, I'd only just came out of surgery on Thursday and was in to much pain, to sick to sit and wait. I had no choice but to leave and ask for help elsewhere. A&E needs to be organised where the public feel confidence in the service provided. More professionalism needs to be taken in organising functional working systems, providing and supporting the right amount of staff to meet demand and to be more professional in offering a quality of service to all concerned. If I were a medical professional working at Queen's hospital, not only would I go on strike, I'd resign. You can't expect staff to work in those conditions. To the general public, I'd advise you to find another A&E outside the area. This one needs closing, reviewing, new systems in place that not only work, but work well. Both medical staff and the general public deserve better!
Visited Accident and emergency services on September 2023
Review titled Queen's Hospital
Replied on 29 September 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 Ruth Green Clinical Group Director of Nursing
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Review titled Can’t fault them
Rated 5 stars out of 5
by Danielle - Posted on 22 August 2023
We had to visit A&E with our daughter today and was sent to the emergency children’s department. My daughter is 3 and has special needs. Every member of staff we saw was friendly, supportive and understanding. Nothing was too much to ask and they went above and beyond to make her as comfortable and content as possible. Thank you so much for making this visit a little easier for us.
Visited Accident and emergency services on August 2023
Review titled Queen's Hospital
Replied on 01 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 Ruth Green Clinical Group Director of Nursing ED and Acute Services
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Review titled Had nothing but support from Queens
Rated 5 stars out of 5
by Maureen Knight - Posted on 17 October 2023
Thank you for the care and attention my husband and our family received from Queens and Goodmayes. A&E majors department certainly, due to being drastically understaffed was not a pleasant experience they are so understaffed and have so much to deal with with the lack of staff and resources. We would like to see the professionals involved with a patient liaising with each more effectively. Different departments would tell different information. The mental health team, surgical and OT do not always speak from the same book. It is confusing for patients families and sometimes worrying. We were advised to speak to the discharge team who also told us incorrect information. We have nothing but praise for the nursing my husband received from all staff doctors ,nurses , dementia department and palliative care department and pal office we could not have wished for more. Thank you from the bottom of our heart.
Visited Dementia Services on August 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 whilst in our ED department. 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 UTC Wait Time Over 7 Hours
Rated 1 star out of 5
by Anonymous - Posted on 16 August 2023
Urgent treatment care". Wasn't very urgent at all. I needed a blood test and results from a nurse. All of this took about 10 minutes but it took over 7 hours from walking into the hospital, waiting for a nurse, to leaving. I suspected a bloodclot on my leg which turns out I may possibly have. And when the nurse spoke to me regarding the results they didnt know why my leg was injured, or even check it for symptoms of a bloodclot. I came out not feeling confident on the nurse or UTC department at all.
Visited Don't know on August 2023
Review titled Queen's Hospital
Replied on 25 August 2023
Thank you for making us aware of the experience you received in the UTC, this service is outsourced by another NHS Provider PELC they can be contacted by either phone 020 8911 1130 pelc.feedback@nhs.net.
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Review titled Rude/ dismissive day surgery unit staff
Rated 1 star out of 5
by Anonymous - Posted on 03 October 2023
I had surgery in August 2023. On my unit was lots of elderly people who needed help and support before and after surgery. The nurses were rude and dismissive of their needs. One patient leaked through her gown and bedding and called for help and was told to “wait” whilst she sat and ate chocolate and used her personal phone loudly. This was unacceptable as the nurse should be on hand to help and not using her personal phone to have private conversations. Eventually she came over but the patient had to sit there and wait whilst she ate food. I was told to come into queens at 6:30am and I did not have surgery until 4:20pm in the evening. I asked to have some water as you are allowed to up to 2 hours before surgery and I was told no and to sit down. They eventually agreed to contact the surgeon which they did not and continued to eat and drink in front of the patients. They were rude/dismissive and would tut continuously. When I had had my surgery, I asked for help putting on my shoes. Another nurse tutted at me once again and I called another one over for support. She was uncaring/unkind and extremely rude and disrespectful. It was not all the nurses on the day care unit, it was only a select few on the female ward. They do not care, they tut, they ignore people calling for help and they sit and shout on their personal mobiles phones whilst people are trying to sleep after surgery. They are highly unprofessional and uncaring. I did not feel safe around them.
Visited General Surgery on August 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 Very Bad EPU
Rated 1 star out of 5
by Anonymous - Posted on 19 January 2024
In relation to my various visits to the EPU in the year 2023, experiencing pregnancy treatment. Every time I visited EPU in 2023, the wait times we were warned about were 5-6 hours long. While grieving my pregnancy loss in summer, I had to endure gruelling waits and choose between sitting on floor (where I had seen mice running around) or standing. One time that summer I had to wait all day, to be told at 5pm there was no longer a doctor there to scan me, and to go home. If you are visiting on your own, it is hard to get food/water during that wait time – you do not know when you will be called and the vending machine is often broken. If you visit with a partner, you know that not only are you spending up to five-six hours of your time waiting, but they are wasting their vacation days or sick leave as well. When I visited over winter, staff were unaware of my history despite having my notes, and seemed to be under the impression that my third miscarriage was a continuation of my second. They also seemed extremely unsure about the process for genetic testing of miscarriage product: collecting my own miscarriage product (on doctor’s orders) and wandering around the hospital trying to find someone to take it for testing is a genuinely traumatic experience I do not want to repeat. The competence of the EPU staff ought to be something we can have faith in, as parents, - as I have said, the lives of ourselves and our future children are in the balance - but nothing I have seen there reassures me of their competence. At the end of the day, if you need to go to the EPU you are often grieving a loss or anxious about the same. The staff and hospital should not be the most unpleasant part of the experience. I know the NHS is suffering under government cuts but Queens’ EPU seems to be suffering the most. It is criminally understaffed and underfunded.
Visited Maternity services on August 2023
Review titled Queen's Hospital
Replied on 02 February 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 they 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.
Information supplied by Barking, Havering and Redbridge University Hospitals NHS Trust