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 Dreadful Communication
Rated 1 star out of 5
by Anonymous - Posted on 27 July 2023
Myself and my wife were in Queen’s since roughly 4am on Tuesday morning. Since that time, we were ignored for hours at a time, with little to no communication. Following the birth of our child, on Tuesday evening, we were left in a room of multiple occupancy with more visits by catering staff than medical professionals. Naturally, my wife was eager to return home, and has described the experience as feeling ‘abandoned’. Everytime we did ask someone for an update, we were given false promises and unclear information. This completely overshadowed and exacerbated what was already a challenging birth. A total, total letdown.
Visited Maternity services on July 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 Terrible
Rated 1 star out of 5
by Karrie powell - Posted on 25 July 2023
I visit at 9-10 unable to pass my bowel being sick for 10 days, urgent care doctor didn’t listen of is it a bladder infection have you hurt your back, walked out… end up spending a further 3 days in pain then moved the bowel blockage myself,,, at 3 am - 6 am in agony! 11 weeks after ct colocncooy still don’t have results! Total waste of time visiting this hospital! Currently still in pain but not going back to this hospital
Visited General Medicine on July 2023
Review titled Queen's Hospital
Replied on 08 August 2023
Thank you for making us aware of the experience you received, we are sorry to hear of your experience but 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 A&E Department
Rated 4 stars out of 5
by Heather - Posted on 31 July 2023
Had a severe reaction to contrast dye given during an MRI. Was taken very quickly into emergency department and seen immediately. Obs, blood taken and canula fitted, taken to Sdec. Hooked up to a drip. Staff were excellent. Yes, I had to stay for 8 hours whilst being observed but very glad to be in capable hands. Thank you NHS.
Visited Don't know 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 Ruth Green Lead Nurse for Acute & Emergency Medicine
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Review titled Well looked after
Rated 5 stars out of 5
by Anonymous - Posted on 15 August 2023
Nurses were lovely. Doctors were thorough. Results were quick to come back. Felt that my baby was well looked after and in safe hands. The play team were fantastic (and needed when staying in for a few day) and ensured that my baby had everything she needed in order not to be bored. They provided us with cot mobiles, bouncy chairs and musical toys.
Visited Children's & Adolescent Services on July 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 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.
Information supplied by Barking, Havering and Redbridge University Hospitals NHS Trust