Whipps Cross Hospital
Whipps Cross Road, London, E11 1NRContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Bouquet to switchboard.
Rated 3 stars out of 5
by Janita - Posted on 12 November 2022
I arranged hospital transport for my elderly and infirm father, a wheelchair user, to attend his 2pm appointment at Whipps Cross. In the evening I was contacted by his carers to inform me he had not returned home, had missed his evening meal and medication. They were concerned that he would not be able to get to bed unaided when he did return. I rang Whipps X to enquire and explained all to the switchboard lady. She put me through to A&E whom she said would have the most up to date information on their system. I was kept waiting some time by A&E but that’s ok, I know they are busy and that there maybe more urgent in person enquiries. However when I finally spoke to the woman on duty in A&E and told her all my father’s details, she told me she had no idea where Dad was, but he definitely wasn’t in A&E ( which I knew), and she couldn’t find out where he was. She said he wasn’t in the hospital. I asked to speak to someone else, a senior or a complaints officer, as I needed to find out where he was but she said there was no one available until Monday. I asked her what I should do then, who I needed to speak to about my father and I was told to phone the Police and report him as a missing person. I became very upset, I was crying but she told me I was shouting and so she was going to disconnect my call. I asked for her name but she refused to give it to me. I asked her to put me through to the Dept where he had his appointment. She did so but the recorded message told me that the Dept was closed now. This story does have a happy ending. I phoned back and spoke to the same lady on the switchboard. She was very patient and kind, (by now I was a mess!) She asked me to wait on hold while she messaged and paged various people (she didn’t specify who) and got back to me with the information that there had been a problem with the ambulances and he had only left the hospital 20 minutes previously ( about 6.45) and there were a number of people in the same ambulance so they couldn’t give me an accurate time of arrival but he was on his way. I am so grateful to that lady who was prepared to go beyond the remit of her job description to help me. I thank her now publicly. She is a credit to the hospital. The A&E worker on the other hand was callous and needs to be employed somewhere well away from the public in general and away from ill and distressed people in particular. Incidentally I tried to find out how to report my father missing to the Police but was advised that due to his infirmities he could not leave the hospital independently and so did not qualify as a missing person. As a vulnerable person he remained the responsibility of the hospital staff and they should locate him. I hope someone will explain this to the A&E staff.
Visited Accident and emergency services on November 2022
Review titled Whipps Cross Hospital
Replied on 14 November 2022
Dear Janita Thank you for taking the time to share this feedback. We fully appreciate that this must have been a very distressing time for both you and your father and we are sorry that this occurred. So that lessons can be learnt from your experience we will be sharing your comments with the A&E service as what you have described is not the standard we expect from our staff. We note however that you went on to have a much more positive interaction with a member of the Switchboard team and will ensure that your kind words is shared with them also. Best wishes to both you and your father Central Complaints Team Barts Health NHS Trust E: bhnt.centralcomplaints@nhs.net
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Review titled Baby A&E
Rated 5 stars out of 5
by Aly - Posted on 29 November 2022
Just back from A&E (and then Children’s A&E). All staff were amazing with my little boy (and very kind to me - a first time mum). We were seen promptly (although it wasn’t too busy), and everyone explained everything to me in detail, but easily for me to understand while upset. Really grateful.
Visited Accident and emergency services on November 2022
Review titled Whipps Cross Hospital
Replied on 29 November 2022
Dear Aly Thank you for taking time to contact us with feedback. We are pleased that you are happy with the care provided at the A&D at Whipps Cross Hospital. We value your feedback as its confirmation to staff and the organization of the excellent care provided at Barts Health. We would like to share your kind words with the team that took care of you and would like to request that you email your details to wxpals.bartshealth@nhs.net We look forward to hearing from you Kind regards Central Complaints Team
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Review titled IBD team
Rated 2 stars out of 5
by Shaheen Mahmood - Posted on 18 November 2022
Newham hospital transferred my daughter to Whipp Cross for IBD. She was given a follow up appointment and she had her phone with her all the time but no one called on the appointment day. We didn't receive any letter nor text with any explanation nor for next appointment. I tried to call the hospital but was not transferred to the IBD team to discuss my daughter's situation. As a mother I think this is so out of order, not to be able to get a follow up appointment nor being able to be in touch with anyone from the IBD team. In Newham Hospital she had her nurse, and he was amazing and very well coming. I want IBD team to please get in touch with us so we can discuss her situation. Thanks
Visited Gastrointestinal and Liver services on November 2022
Review titled Whipps Cross Hospital
Replied on 21 December 2022
Dear Shaheen Mahmood Thank you for taking the time to share your feedback. It is most disappointing to read that your daughter's transfer of care to one of our other hospitals has fallen short of the standard you would have expected. Please contact the PALS Team on site who will be happy to assist you further. You can liaise with them via email to wxpals.bartshealth@nhs.net or telephone number 020 8535 6438 You will need to provide your daughter's information to aid their enquiries. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Excellent Team
Rated 5 stars out of 5
by Anonymous - Posted on 09 November 2022
I had hysteroscopy today and was so pleasantly surprised by the care and treatment of the staff. The doctor was a knowledgeable professional, really fantastic and the nurses and supporting staff are 1st class. They made me feel human, keep up the good work!
Visited Gynaecology on November 2022
Review titled Whipps Cross Hospital
Replied on 10 November 2022
Dear patient Thank you for taking time to contact us with feedback. We are pleased that you are happy with the care provided at Whipps Cross Hospital. We value your feedback as its confirmation to staff and the organization of the excellent care provided at Barts Health. We would like to share your kind words with the team that took care of you and would like to request that you email your details to wxpals.bartshealth@nhs.net We look forward to hearing from you Kind regards Central Complaints Team
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Review titled Rude & upsetting experience at A&E Fracture Desk 4
Rated 2 stars out of 5
by Anonymous - Posted on 05 November 2022
A really good experience for our 2 hours spent in A&E today, lovely staff & great support in children's A&E, X-Ray & Minor Injuries departments - all of whom we visited. Until unfortunately we had to hand a form in at the fracture desk on our departure. I asked one question - if there would be a time slot for the expected phone call & was 'barked' at by the person (who incidentally the desk had the closed blind half mast so looked like they weren't even working). Very rude and impolite, clearly not suitable for public facing duties talking to people in that manner - especially as I had just asked a question. Had my young daughter with me & was taken aback. Disgusting and completely overshadowed a really pleasant experience.
Visited Accident and emergency services on November 2022
Review titled Whipps Cross Hospital
Replied on 07 November 2022
Dear Patient Thank you for taking the time share your feedback following your visit to Whipps Cross Hospital. It is most disappointing to read how a "really good experience", was tarnished by the attitude and behaviour of a member of staff. What you have described is not what we aspire to at Barts Health, and we would like to apologise for this. Please be assured that this will be raised with the service as it is important that staff are made aware of the impact poor attitude and communication can have on a patient's overall experience. We will also share your positive comments with the relevant teams. Best wishes Central Complaints Team Barts Health NHS Trust
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Review titled Fantastic response
Rated 5 stars out of 5
by Richard - Posted on 09 November 2022
My mother 88 collapsed and the response from paramedics through to emergency care in Whipps Cross was exceptional throughout. Thank you so much.
Visited Accident and emergency services on November 2022
Review titled Whipps Cross Hospital
Replied on 09 November 2022
Dear Richard Thank you for taking time to contact us with feedback. We are pleased that you are happy with the care provided to your mother at Whipps Cross Hospital . We value your feedback as its confirmation to staff and the organization of the excellent care provided at Barts Health. We would like to share your kind words with the team that took care of you and would like to request that you email your details to wxpals.bartshealth@nhs.net We look forward to hearing from you Kind regards Central Complaints Team
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Review titled Worst practice ever experienced
Rated 1 star out of 5
by Anonymous - Posted on 07 October 2022
My son got a swollen eye and was advised by GP to go to eye treatment centre directly instead of him giving us a referral which would take two weeks. The next day we went to Whipps Cross Hospital Emergency Eye Treatment with my son's swollen eye going down. We were there at 8.30am, and there were only two patients including my son. The nursery who did the triage told us my son's eyes were ok and he was doing well so we don't need to see the doctor. We showed him the photos of his swollen eyes taken yesterday and told him our GP advised us to take an examination here. He very reluctantly agreed for us to see a consultant. After waiting there for almost two hours, we asked the staff when we'd be able to see the doctor, and was just told by the staff (who looked like he couldn't careless) that he had no idea and the doctor hadn't arrived yet (which was about 9:30am). We asked again roughly how long we need to wait, he said two to three hours and was very rude. On that day and by that time there were about six staffs and only three patients. The nurse later told us that the consultant was late. About 9:50 we were being seen by the consultant, who spent so much time on talking about issues unrelated to my son's eye problem, and said he couldn't do anything as my son's eyes were not swollen any more. Our general impression is that this practice has staffs who were rude and not showing any sympathy toward patients and their behaviour is below standard compared to other hospital departments we've ever visited. Also most of them were being idle instead of doing anything, and there were more staff than patients so they have no justifications for the long waiting of two to three hours.
Visited Urgent Treatment Centre on October 2022
Review titled Whipps Cross Hospital
Replied on 10 October 2022
Dear patient Thank you for taking time to contact us with feedback following your recent visit to Whipps Cross Hospital. We were sorry to read and disappointed to learn that your experience on this occasion did not match the expectation you had of us. We would welcome the opportunity to have this matter looked into by the service who will be able to provide you with further support and feedback. Should you wish for this to happen, please liaise with PALS Team on site who will be able to assist you further. You will need to provide them with your contact details and a summary of the concern. You can do this via email to: wxpals.bartshealth@nhs.net or telephone 0208 535 6438 Kind regards Central Complaints Team
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Review titled Excellent day surgery at Whipps Cross
by FM123 - Posted on 07 October 2022
I had a small procedure day surgery yesterday in the Plane Tree Centre at Whipps Cross. The care I received was excellent from admission to discharge. The system seemed organised and smooth. (Obviously several hours waiting to go to theatre but that is the same in all hospitals.) All the staff I met were professional, empathetic and reassuring. The doctor who was carrying out the procedure and the anaesthetist both explained everything clearly and courteously to me beforehand and both inspired confidence so I felt very relaxed. I was brought food and drink soon after my return to the ward, which was very welcome after a long fast. I was discharged promptly once I felt well enough, I wasn’t kept hanging around to go home. Clear aftercare instructions were given to me by the nurse discharging me. I felt my care was exemplary from start to finish. Many thanks to everyone involved.
Visited October 2022
Provided by Care opinion
Review titled Whipps Cross Hospital
Replied on 10 October 2022
Dear FM123 Thank you for taking time to contact us with feedback. We are pleased that you are happy with the care provided at Whipps Cross Hospital. We value your feedback as its confirmation to staff and the organization of the excellent care provided at Barts Health. We would like to share your kind words with the team that took care of you and would like to request that you email your details to wxpals.bartshealth@nhs.net We look forward to hearing from you Kind regards Central Complaint Team
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Review titled Alright practice
Rated 4 stars out of 5
by Anonymous - Posted on 27 October 2022
So yesterday me and my partner took our child to be seen at Whipps cross hospital at 7 o'clock pm after he had bumped his head and it was bleeding we go in and get seen to get told his head needs to be glued me and my parter then get told its going to be a 5 hour wait which is absolutely ridiculous there was another patient with a child who was also bleeding who had to wait that long to it is outrageous how long we had to wait knowing that the doctors and nurses knew that two patients were bleeding that were younger than three we then get told that they cant glue his head because the skin had been taken completely off and all they could do was clean and leave it how it was when we could of got told that earlier i am really not happy with any of the staff there at all
Visited Children's & Adolescent Services on October 2022
Review titled Whipps Cross Hospital
Replied on 28 October 2022
Dear Patient Thank you for taking the time to send us your feedback regarding you recent visit to Whipps Cross hospital . We were disappointed to read that your experience did not match the expectation you had of us. In order for us to investigate the issue highlighted, please forward the patient details to our PALS team at wxpals.bartshealth@nhs.net Kind regards Central Complaints Team
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Review titled Fabulous MRI staff
Rated 4 stars out of 5
by Diane Henderson - Posted on 15 October 2022
Took my elderly dad, who's a wheelchair user and hard of hearing, for an MRI scan yesterday. It was in the mobile imaging unit outside of the MRI department. The two young men looking after my dad couldn't have been more patient, kind and professional. Rare to say, but it was a joy to meet them. They immediately saw how vulnerable dad was, and they put him at ease, showed a sense of humour, and went out of their way to help dad sit up, orientate and get back to his wheelchair. They listened to him, and he felt heard. Such a refreshing change. If only more staff shared their values and treated patients how they did. I do understand how busy everyone is, but a bit of kindness goes a long way. I wish I were allowed to put their names on here, but it was the two young men working in the mobile unit on 14 October. Thank you both.
Visited Diagnostic Imaging on October 2022
Review titled Whipps Cross Hospital
Replied on 17 October 2022
Dear Diane Thank you for taking the time to send us such wonderful feedback following your dad's visit to the MRI Department at Whipps Cross University Hospital. We are pleased to read that staff provided your dad with professional care, support, and kindness. We will ensure that your kind words is shared with the team; we are sure this will be very much appreciated. Once again, thank you Best wishes you and your dad Central Complaints Team Barts Health NHS Trust
Information supplied by Barts Health NHS Trust