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 Rude and patronising A&E staff
Rated 2 stars out of 5
by Rebecca - Posted on 08 September 2024
I’m really upset about how two members of staff have just treated me in the A&E department and have left feeling really stupid and down. I was told by a pharmacist and 111 to go to a&e to get urgent care for my infected cut that’s been seeping puss. There was a male member of staff at the triage section and a nurse he called over and they both spoke to me like I was a child being told off (I’m 29) and were really unnecessarily horrible to me. The nurse (after pressing and rubbing her finger over my open wound) was saying to me “you keep moving your thumb that’s why. It’s on the knuckle surely you’ve seen puss before and should know that’s not puss?” Amongst other condensing comments with a harsh tone. I felt like they both ganged up on me, were snapping at me, speaking to me like I was wasting their time (as if I want to be their on my Sunday when I’m moving house) If this does turn out to be an infection or even worse I get sepsis, I will be making a formal complaint. I feel nervous about ever speaking to a medical professional about issues moving forward, and will definitely be travelling further out to a different hospital in the future.
Visited Accident and emergency services on September 2024
Review titled Whipps Cross Hospital
Replied on 26 September 2024
Dear Rebecca, Thank you for taking time to contact us with feedback following your visit to Whipps Cross Hospital. We were very disappointed to learn that your experience did not match the expectation you had of us. We would welcome the opportunity to look into the concern you have raised and provide feedback as appropriate. Should you wish for this to happen, please liaise with the PALS Team on site who will be happy to assist you further. They can be contacted on Tel. No 0208 535 6438 or via email to wxpals.bartshealth@nhs.net Kind regards Central Complaints Team
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Review titled Excellent Service
Rated 5 stars out of 5
by S J Devine - Posted on 06 September 2024
Our son broke his right arm in January, it was a triple fracture and he needed a metal plate and screws inserted while under general anaesthetic. The entire process was handled fantastically from beginning to end. Operated on a few days after the horrendous rugby tackle and given a clean bill of health 8 months later. Fantastic follow-up service aswell. He has the option to have the plate removed if he wishes later in life. Hospitable people; great explanations given about risks of surgery etc. Cannot recommend highly enough. Very professional.
Visited Orthopaedics on September 2024
Review titled Whipps Cross Hospital
Replied on 27 September 2024
Dear S J Devine, Thank you very much for taking the time to provide such positive feedback about the care you received at Whipps Cross Hospital. We will ensure this is shared with the team who will be very happy to receive your kind comments. Kind regards Central Complaints Team
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Review titled Unhelpful doctor
Rated 4 stars out of 5
by AMD patient - Posted on 15 September 2024
All good apart from doctor who seemed not to want to bother. Did not carry out usual tests, did not look at any past notes and did not write any new ones at the time. She showed no intention to take a scan, normal procedure, and only did so when I started asking questions. The 'scan' lasted a few seconds. She seemed to want to get rid of me as quickly as possible and just mark the eye which was to be injected and give me the eye drops to take home right at the beginning of the consultation. This was the worst experience I have had with a doctor at Whipps Cross, they are usually very thorough and informative. The nurse who did the injection was first rate and very careful at my request as I had suffered a very painful scratched cornea at the last injection, and had had to return to Casualty Eye Department. All other staff were first rate. The doctor was not interested at all.
Visited Day treatment services on September 2024
Review titled Whipps Cross Hospital
Replied on 16 September 2024
Dear AMD Patient Thank you for taking the time to share your feedback following your experience with a doctor at Whipps Cross Hospital. We are sorry and disappointed to learn that your experience fell below the standard you should expect. We are pleased however to note that your experience with the nurse was much more positive. We would welcome the opportunity to have this matter looked into further and if you wish for this to happen, please contact the PALS team on site. They can be contacted via emailing wxhpals.bartshealth@nhs.net where you can provide a detailed summary about your experience, for addressing either informally or formally. Kindly include your full name, date of birth, hospital, or NHS number a contact number, name of staff, date of attendance. Following this they will escalate to the service for follow up and reply. You can also speak to them for further guidance or support via Tel. No. 020 8535 6438. If you decide to contact PALS, please quote comment reference number - 1870136 which will help them locate your original feedback. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Caring Experience
Rated 5 stars out of 5
by Linda Brake - Posted on 04 October 2024
My father has been on Blackthorn ward for a month, waiting for a nursing home placement. The staff on the ward were exceptional in all aspects. Very caring and meeting all his needs. They were very informative of what was going on with him too.
Visited Geriatric Medicine on September 2024
Review titled Whipps Cross Hospital
Replied on 04 October 2024
Dear Linda Brake, Thank you for taking the time to share your positive feedback about the care your father received at Whipps Cross University Hospital. We are pleased that staff treated him well and they were kind. It is most rewarding when staff are recognised for their hard work, and we know that they will really appreciate receiving your kind words. Once again, we thank you. Central Complaints Team Barts Health NHS Trust
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Review titled Fantastic care from all the nurses and doctors
Rated 5 stars out of 5
by Max - Posted on 01 October 2024
All the nurses at the Plane Tree Centre were genuinely so helpful and professional - and the surgery was done very quickly with no complications. The surgeons and anaesthetists were excellent in their manner before hand. I was very confident I was in good hands throughout. Keep up the great work! My only constructive feedback is that arriving at 11am for a surgery scheduled for after 3pm is a little bit frustrating, but overall I cannot fault the staff and what a great job they did!
Visited Ear, Nose & Throat on September 2024
Review titled Whipps Cross Hospital
Replied on 01 October 2024
Dear Max Thank you for taking the time to share such positive feedback about your experience in the Plane Tree Centre at Whipps Cross Hospital. We were pleased that you felt confident that you were good hands, staff were professional and helpful throughout. Your comment about the waiting time for surgery has been noted. Your feedback will be shared with the team who we know will be very happy to receive this. Best wishes Central Complaints Team Barts Health NHS Trust
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Review titled Great experience
Rated 5 stars out of 5
by Anonymous - Posted on 21 September 2024
Really helpful, friendly and informative staff for my immunisation within the antenatal clinic - on a Saturday as well! Great experience and felt completely at ease.
Visited Maternity services on September 2024
Review titled Whipps Cross Hospital
Replied on 23 September 2024
Dear Patient Thank you for your feedback about the antenatal staff at Whipps Cross Hospital. It is most rewarding to note that you had a great experience and because the staff were "helpful, friendly and informative" you felt completely at ease. Your kind comments will be sent to the service who we know will appreciate that you took the time to share this feedback with us. Kindest regards Central Complaints Team Barts Health NHS Trust
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Review titled Poor practice
Rated 2 stars out of 5
by J. Berg - Posted on 29 September 2024
My partner came into A &E with asperation pneumonia. From then on his treatment was very good. However, although he had full mental capacity, he was in Syringa ward with dementia patients and had no sleep for 4 weeks with their shouting day and night, not conducive to recovery. He was waiting for a PEG for 4 weeks and his anticoagulant was stopped after 2weeks. He then had a heart attacks before the PEG procedure. In his frail state he was sent off to Bart’s late at night and they knew immediately he was too frail to operate and needed palliative care and wanted to send him back the next morning. Whilst at Bart’s, he was not given his nasal feed, no hydration or his medication during the one day he was there and the pain control was inadequate. He died in the early hours of the next day. Why did WXH see fit to move a frail, dying man? He was in pain throughout the journey. That is my question. Was it to make his bed available for the next person? We were told he died peacefully, but I doubt that was true as he was in constant pain the whole time I was with him at Bart’s and staff seemed oblivious to it. They knew he was too frail to use his call bell and his voice was a whisper. He should never have been sent there in the first place. WXH has a cardiology department, why were they not called instead of him having to endure a horrific, painful journey whilst having a heart attack.
Visited Geriatric Medicine on September 2024
Review titled Whipps Cross Hospital
Replied on 30 September 2024
Dear J Berg We would like to begin by offering our sincere condolences for your loss. We are disappointed and sorry that in addition to your loss that you have had cause to raise concerns about the care of your partner. We believe that the issues you have raised should be investigated and responded to formally. Please can you kindly provide us with your partner's full name, date of birth, Hospital or NHS number and address so that we can correctly locate your partner's information on the system? We would also be grateful if could also confirm your full name and provide a contact number. You can send the information to us at bhnt.centralcomplaints@nhs.net (quoting 'comment reference number:1876734'), with any further questions or concerns you may have omitted from this online feedback platform. Once this information has been received your concerns will be escalated to the site governance team for attention and response. We look forward to hearing from you at your earliest convenience. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Friendly, helpful and patient
Rated 5 stars out of 5
by Anonymous - Posted on 21 September 2024
Unsure of procedures the staff in the GP X-ray unit were wonderful. Put me at my ease and carried out tasks very efficiently. I left calm and confident.
Visited Diagnostic Imaging on September 2024
Review titled Whipps Cross Hospital
Replied on 23 September 2024
Dear Patient Thank you for taking the time to share feedback about the staff in the GP X-ray unit at Whipps Cross Hospital. We are pleased that you received patient centred care which resulted in you feeling calm and confident in the care provided. We will ensure that your kind words are shared with the team. Best wishes Central Complaints Team Barts Health NHS Trust
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Review titled Administration nightmares
Rated 1 star out of 5
by Snowy - Posted on 08 August 2024
My partner had a high PSA and was referred to Whipps Cross for tests on his prostate. He had an MMR and biopsy both done at Whipps cross Hospital. He went to an appointment where the doctor informed him that the computer system was not working and therefore could not access the biopsy report. She would have a meeting where another appointment would be made to see a specialist doctor. We got the letter for the 20 August 2024. A bit confusing as we did have another appointment for the 13th August 2024. We phoned up the appointments team and they said that 13 August 2024 and the 20 August 2024 was just a telephone interview, not face to face. This did not say this on the letters. It’s a total nightmare. If anything happens to my partner I will sue the NHS. Very angry and might have to go private.
Visited Urology on August 2024
Review titled Whipps Cross Hospital
Replied on 26 September 2024
Dear Snowy, Thank you for taking time to contact us with feedback about Whipps Cross Hospital . We were very disappointed to hear about your experience regarding your partner's appointment issue. We would welcome the opportunity to look into the concern you have raised and provide feedback as appropriate. Should you wish for this to happen, please liaise with the PALS Team on site who will be happy to assist you further. They can be contacted on Tel. No 0208 535 6438 or via email to wxpals.bartshealth@nhs.net Kind regards Central Complaints Team
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Review titled Switcboard
Rated 3 stars out of 5
by Chrissy - Posted on 08 August 2024
After continued ringing throughout the day after waiting for what seems forever it cuts out. When I do finally get answered, all I can hear in the background is people laughing, surely there must be systems in place to ensure work is carried out?
Visited Don't know on August 2024
Review titled Whipps Cross Hospital
Replied on 27 September 2024
Dear Chrissy, Thank you for taking time to contact us with feedback about Whipps Cross Hospital. We would welcome the opportunity to look into the concern you have raised and provide feedback as appropriate. Should you wish for this to happen, please liaise with the PALS Team on site who will be happy to assist you further. They can be contacted on Tel. No 0208 535 6438 or via email to wxpals.bartshealth@nhs.net Kind regards Central Complaints Team
Information supplied by Barts Health NHS Trust