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 Poor Patient Experience
Rated 1 star out of 5
by Anonymous - Posted on 23 July 2023
I attended Queens UTC at 11am with excruciating abdominal pain. No ‘fast tracking’ of those like me who were obviously in a great deal of pain, from the queue; just wait your turn. No degree of urgency expressed by the member of staff who took my details and ‘nothing’ entered on my form regarding my severe pain. I was sent to another area for bloods & urine … member of staff there didn’t take either and told me I didn’t need them! Sent me back to waiting area. The pain became even worse and after an hour I approached original staff member for painkillers; he simply shrugged his shoulders and mumbled that they should have taken tests! He filled out another form, this time marking the check-box regarding pain and sent me on a journey through the hospital to A&E Rafting. No guidance or assistance; no wheelchair. The route is so torturous, I was doubled up in pain and managed get lost on the way; ‘wayfinding’ is appalling! Arrived at A&E Rafting and waited another 1.5 hours before being seen and another hour before pain relief administered. No urgency expressed at any time. No compassion and a distinct lack of communication. At one point my name was called and as I tried to get up, the doctor walked off so quickly that when I did catch up with him he had turned his attention to someone else, and I was told to sit down; waited another hour to be seen. Finally seen by a doctor some 4 hours after arriving, who directed my bloods to be taken … which should have happened within the first hour of arrival! Sent to another area for processing. More waiting. Finally saw another doctor for another discussion and so it went on and on and on. Finally discharged in pain with no meds and a prescription to find a chemist at 7:30pm. No treatment. Observation: Medical staff spent minimal time communicating with patients; in dire need of information, compassion and reassurance that they would be dealt with humanely. After 8 and a half hours I feel totally let down and quite frightened at becoming ill if that’s the way I will be processed. I will definitely not be attending Queens, Romford.
Visited General Medicine on July 2023
Review titled Queen's Hospital
Replied on 10 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 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 Lead Nurse for Acute & Emergency Medicine
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Review titled i cannot find a reference to the xray dept on your site
Rated 3 stars out of 5
by John Hood - Posted on 12 July 2023
I cannot trace any reference to the xray or perhaps the radiology department. All want to know is when is it open for walk in patients
Visited Don't know on July 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 Thorough and Efficient
Rated 5 stars out of 5
by Graham Lawrenson - Posted on 01 August 2023
Once as an emergency and once as a follow up. The Doctors were great and the support staff very helpful too. From my outside view it seems well run and functioning unit and despite a bit of a wait on follow up, it was a positive experience. If all the NHS was like this I wouldn’t have any complaint at all.
Visited Ophthalmology on July 2023
Review titled Queen's Hospital
Replied on 10 August 2023
Thank you so much for your kind words. It is wonderful to hear you have had such a positive experience. I will ensure your 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 Lead Nurse for Acute & Emergency Medicine
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Review titled Waiting for operation but no idea what is happening
Rated 1 star out of 5
by Anonymous - Posted on 19 July 2023
Queens hospital Romford is giving me a very poor service. My appointments have been cancelled and delayed; the communication about when it is to be rescheduled for is non-existent. When I try to contact them, the phones are often not answered. I need this operation and am now thinking I will have to find some money to private.
Visited Gastrointestinal and Liver services on July 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 Uncaring Reception Staff
Rated 2 stars out of 5
by Anonymous - Posted on 08 July 2023
A dear old lady arrived half carried by her daughter I searched the area for a wheelchair there were none. In desperation we carried her through at about 8.30 pm. No-one around to help we grabbed a swivel chair to seat her before she collapsed. Reception security approached asked him to help. All he did was insist she got off the chair and give it back to him. I told him his behavior was outrageously bad and found a wheelchair in the car park for the sick lady. Her daughter was most grateful. Meanwhile a couple of guards loitered out the front. No sign of them collecting the chairs as part of their role. That would be way too obvious and helpful. Queens you can do better than this.
Visited Don't know on July 2023
Review titled Queen's Hospital
Replied on 20 July 2023
Thank you for making us aware of your experience, the urgent care service is outsourced by another NHS Provider PELC they can be contacted by either pelc.feedback@nhs.net or via email www.pelc.nhs.uk.
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Review titled Outpatients- terrible customer service
Rated 3 stars out of 5
by Anonymous - Posted on 10 July 2023
I visited team 4 on 03.07.2023 appointment 3.30 didn't get seen until 5.00 (and was out by 5.05) Sadly this is usual for this clinic,they clearly overbook,the lady next to me had the exact same time as me,same doctor. I appreciate it's a problem because of non attenders,and backlogs but the current situation is just not fair on people and needs to be looked at.The problem starts as soon as you book in,there were not enough seats in the waiting area,the display board for team 4 is located where 98% of people can't see it. The one for team 3 (telling you waiting times) is clearly displayed. It's a good idea but tucked away where you can't see - useless. Also the nurse comes round to call you,it's pot luck if you get someone who speaks loud and clear,several just whispered,what is going on. Also why can't someone, one of the nurses,tell the waiting people what is going on. Nobody was blaming the staff obviously but better communication and Customer service would have been appreciated.
Visited Orthopaedics on July 2023
Review titled Queen's Hospital
Replied on 08 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 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 wheelchairs
Rated 3 stars out of 5
by Mrs Cristina K Cook - Posted on 15 July 2023
Arrived with my 14 year old daughter who had injured her knee. No wheelchairs in sight, I asked at reception who pointed to the carpark vaguely and said they would be in carpark. I spent the next 20 minutes while my daughter was in a lot of pain looking for non existent wheelchairs, in the end it took my poor daughter over half an hour to hop on one leg into the hospital reception area. Two nurses had passed us at this point who had kindly waited with my daughter while I searched for wheelchairs. I went back to reception and the lady reluctantly phoned a porter while warning me it could be up to an hour for a wheelchair. In less than 5 minutes a porter arrived with a wheelchair. Once we were in waiting area I had another lady ask me where I got a wheelchair from as she couldn't find one for her elderly mother in law and she was stuck in the car waiting for treatment. Also disgustingly I saw a very ill teenager being half carried into the triage area for children by I'm assuming a parent and sister as they should have been able to be in a wheelchair, this child should have been in a wheelchair. This is not good enough service!
Visited Children's & Adolescent Services on July 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 Communication needs improving
Rated 4 stars out of 5
by Anonymous - Posted on 08 August 2023
My daughter and I was booked in to see the consultant at Queens hospital within the fracture clinic. Before being seen by the consultant a nurse approached us to tell me that my daughter needed a CT scan. I asked her why and she said it’s been requested by the consultant and took us round to the department! I was really upset and confused and no one discussed this with me and the reasoning behind the CT scan. As a professional myself it was a blur I knew my daughter needed the CT scan due to her condition but to have been spoken to and informed would have really reduced my anxiety and stress. I felt very overwhelmed. When we was reviewed by the consultant he was great and informative however, there must have been about four different people knocking coming in and just standing there (I think doctors) but they didn’t even introduce themselves and there was a constant rotation of this happening. I was trying to listen to the doctor but they kept knocking coming in and just standing there! Some common courtesy goes along way to introduce yourself when you come into the room and just stand there. Communication is key
Visited Orthopaedics on July 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 Cardio Respiratory outpatients
Rated 5 stars out of 5
by Tom O’Connor - Posted on 16 August 2023
I attended the above on 20th July 2023 for a cardioversion procedure. I could not be more thankful for the care, professionalism and attention shown by the whole team especially the clinical nurse lead. They were a credit to their profession and the NHS. I could not speak highly enough about them.
Visited Cardiology on July 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 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 as this is very important to us.
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Review titled Children's blood test
Rated 5 stars out of 5
by Anonymous - Posted on 06 July 2023
Two points: 1. The professional who administered my daughter's blood test was brilliant and caring. The wait was very short. I would definitely recommend this service to others. 2. There was some confusion over online scheduling and the instructions given to me by my GP - the app is not clear about where you are allowed to book based on your hospital trust. However, we were seen anyway.
Visited Children's & Adolescent Services on July 2023
Review titled Queen's Hospital
Replied on 17 August 2023
Thank you so much for your kind words, it is wonderful to hear you have had such a positive experience. I will ensure your 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 Clare Bailey Director of Healthcare Professionals Cancer and Clinical Support.
Information supplied by Barking, Havering and Redbridge University Hospitals NHS Trust