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 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
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Review titled X Ray of Hip confusion
Rated 2 stars out of 5
by Anonymous - Posted on 19 October 2022
I was sent from a+e to X-ray, on crutches. On arrival at x ray I was told I should be on a trolley as I am having my hips x rayed and I should not be on crutches. At this point I was asked to go back to a+e to ask them to put me on a trolley ! How does that make sense ?! Fortunately the member of staff listened to my concern about having to go back to a+e (a fair distance!) and asked for a porter to get a bed. To note the medical team did not require me to be on a stretcher. I think there is a discrepancy in policies here and should be clarified between teams.
Visited Diagnostic Imaging on October 2022
Review titled Whipps Cross Hospital
Replied on 19 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
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Review titled Terrible communication and care
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2022
My mum experienced an acute hip fracture. She was nil by mouth since 2am and supposedly was listed for surgery. At 5pm this was cancelled. No reasons given. I work in the nhs . There is no communication and no explanation. An elderly lady is left in pain with no sight of a clinician despite multiple request.
Visited Orthopaedics on October 2022
Review titled Whipps Cross Hospital
Replied on 05 October 2022
Dear Relative Thank you for taking the time to send your feedback about your mother’s experience, cancellation of her surgery and the poor communication around this. We are sorry and disappointed that our standard has fallen short of what you would have expected of us. As your mother is an inpatient, please can we suggest that you liaise with the PALS Team on site who will be able to assist you further with your concerns. You can contact them via email at wxpals.bartshealth@nhs.net or by telephone on 0208 535 6438. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Exemplary
Rated 5 stars out of 5
by Jean Atkinson - Posted on 01 November 2022
Yesterday, I arrived by ambulance at Accident & Emergency. I was impressed with the kindness, professionalism, care, friendliness, desire to keep me informed and clarity that I received. I will always be grateful to the staff on the 10.00am to 10.00pm shift. Thank you so much.
Visited Accident and emergency services on October 2022
Review titled Whipps Cross Hospital
Replied on 02 November 2022
Dear Patient Thank you very much for taking the time to send us this positive feedback about your visit to Whipps Cross Hospital’s Emergency Department. We are so pleased to read that you received such exemplary person centred care and that you were treated with “kindness, care and, professionally”. We will share your kind words with the Team, who we are sure will be most appreciative to receive this. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled The worse experience of my life
Rated 1 star out of 5
by Anonymous - Posted on 10 December 2022
Hospitals are suppose to be a place where care takes place. This hospital lacked in so many aspects. I arrived struggling to breathe to the point where I was coughing non stop when the nurses were doing my vital checks, I was also struggling to speak. I arrived at 22:30pm on 09-10-22. Many people were pushed in-front of me, whilst I understand some cases may be severe but a handful of individuals who went before me (even though I had arrived hours before them) had conditions and symptoms that were less severe than mine. I waited over 12 hours and was seen the next day at 11:00am. Over 12 hours to be seen. I have a family of doctors and can really sympathise but the way this hospital in particular is running with the increased amount of A&E patients is terrible. There needs to be a system in place to support each patient without having to make them wait A day to be seen. The doctors need to have a more clear list to follow and should have a rule of only pushing individuals at the back of the waiting list with only one person being placed in front and not multiple. I unfortunately lost count of how many were pushed in-front of me. Secondly, the Nmc of conduct states compassion and empathy, the majority of the staff in this hospital had shown 0 remorse for what was unfolding in front of them. And when anyone tried to approach the staff, that to politely, they kept ignoring and running into their private rooms. Very unprofessional. A review of the hospital really needs to be put in place as I am shocked at what I witnessed today. I am shocked at the standards of practice.
Visited Accident and emergency services on September 2022
Review titled Whipps Cross Hospital
Replied on 12 December 2022
Dear Patient Thank you taking the time to share your feedback following your visit to Whipps Cross Hospital. We are sorry and disappointed that your experience fell below the standards we aspire to, here at Barts Health NHS Trust. We would welcome the opportunity to look into this in a more detailed and personalised way; if you would like this happen, please liaise with the PALS Team on site. Kindly note that you will need to provide them with your NHS or hospital number, full name, date attended, contact number (would also be useful) and a summary so that they can ensure that the correct episode is reviewed. They can be contacted by email address wxpals.bartshealth@nhs.net. In the meantime, we will share your feedback with the department. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Bad communication of receptionist,medical secretary
Rated 1 star out of 5
by Anonymous - Posted on 06 October 2022
I called so many times this morning on my day off and they keep giving me a phone number wich you can go through is showing me call failed all the times.After so many tries someone put me through my doctor finally wich in the end she hang up.Change the staff they are sleeping there ,no training giving to them or more information to give to the outpatients.Overall poor service
Visited Don't know on September 2022
Review titled Whipps Cross Hospital
Replied on 07 October 2022
Dear patient Thank you for taking time to contact us with feedback following your telephone call 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 at wxpals.bartshealth@nhs.net or telephone 0208 535 6438 kind regards Central Complaints Team
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Review titled Patronising waste of time
Rated 2 stars out of 5
by Anonymous - Posted on 27 September 2022
Was just seen at Gynaecology at Whipps re Post menopausal bleeding. To be told menopause is all in the mind and that the doctor herself had no problems. No interest in my experience of menopause or HRT. No information given re balance of risk and benefits. Result was an expected referral for procedure which could have been done over phone. Then given life style advice which I did not request and do not need. Including for a separate condition on which she was ill informed. She said her brother had it - though turned out he had something else! Don't want to make a complaint and appt achieved what was needed. But can Doctors please ask patients what they want and need. And not assume we are ignorant!
Visited Gynaecology on September 2022
Review titled Whipps Cross Hospital
Replied on 28 September 2022
Dear Patient Thank you for your feedback regarding your recent experience of the Gynaecology service at Whipps Cross Hospital. It is disappointing to note that you felt that you were not being listened to and the doctor appeared to lack empathy. Your comments will be shared with the team as it is important that staff are made aware of patient’s views, and where appropriate lessons learnt. Once again, thank you. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Excellent care
Rated 5 stars out of 5
by Anonymous - Posted on 13 October 2022
I would like to thank all the staff at whipps cross hospital on Sage Ward they have been so caring and kind to my 98 year old Dad, treating him with respect and dignity. As a family we are so grateful for your continued support.
Visited Geriatric Medicine on September 2022
Review titled Whipps Cross Hospital
Replied on 14 October 2022
Dear family Thank you very much for taking the time to provide such positive feedback about the “outstanding compassionate care” you received from Sage ward which we will ensure is shared with the team. We are very sure that they will be very happy to receive your kind comments. wishing your dad well. Kind regards Central Complaints Team
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Review titled Excellent service
Rated 5 stars out of 5
by Neal - Posted on 07 September 2022
I contacted appointments and the person who dealt with me went above and beyond to assist me. To save me hanging on the phone she said that she would contact me, rang me back after a very short period and the appointment was set. I wish I could leave her name but, if all your reception staff were as good, they would get 5 stars. Brilliant service Barts Health and many thanks.
Visited Don't know on September 2022
Review titled Whipps Cross Hospital
Replied on 07 September 2022
Dear Neal 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 staff 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 20 week scan
Rated 2 stars out of 5
by Anonymous - Posted on 02 October 2022
We had our 20 week scan with a sonographer who was less than interested in answering our questions and made us feel stupid/inadequate for doing so. It’s our first pregnancy so we don’t know what to expect and in general just needed reassurance that there was nothing of concern on the scan. I know everyone’s busy, and as high and low days, but please be know a lot of us are still anxious at 20 weeks and scanning while remaining mute, not showing the baby and not proactively confirming that things look good just raise anxiety uneccessarily.
Visited Maternity services on September 2022
Review titled Whipps Cross Hospital
Replied on 03 October 2022
Dear Patient Thank you for taking time to contact us with feedback. We were sorry to read of your experience and disappointed to learn that your experience did not match the expectation you had of us. We would welcome the opportunity to look into this, and feedback to you as appropriate. 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, hospital or NHS number and a more detailed 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 Barts Health NHS Trust
Information supplied by Barts Health NHS Trust