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 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.
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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.
Information supplied by Barking, Havering and Redbridge University Hospitals NHS Trust