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 Outrageous waiting time and bad communication
Rated 1 star out of 5
by Anonymous - Posted on 07 March 2024
Called 111 to gain information in regards of swollen and painful leg of my 76 years old mother. Was advice to attend the accident and emergency department. As my mother was having difficulty with walking due to the swelling and pain was advice that the ambulance will come to collect her. The call was made at 6.31pm. Ambulance turn up around 11.30pm. After arriving at the accident and emergency department we talk to the nurse, blood sample was take and we were advice to wait in the waiting room for next procedure without explanation what that would be. After almost 48 hours of waiting we are still here in the waiting room not knowing what would happen next. My mother are still in pain, tired and now anxious. In my opinion this is totally unacceptable and makes me think how did we improved NHS with all this millions raised during Covid time if we still short of staff, beds, equipment and etc. I wouldn't even mention the state of the waiting room and toilets. So disappointed.
Visited Accident and emergency services on March 2024
Review titled Whipps Cross Hospital
Replied on 08 March 2024
Dear Carer, 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 Shambles
Rated 1 star out of 5
by Anonymous - Posted on 03 March 2024
The parking is difficult to administer either by the ringo app which not everyone understands or has access too. And the parking machines that did not work and when found needed the full registration. You also have to pay for how long you (think) you’ll be inside the hospital. If you are in a rush is either option great? You could easily do something wrong and get a fine. The receptionist struggled to understand me. And in turn asked the same questions when I’d already given the answers. You are then referred to another receptionist to answer the same thing. And wait for your name to be called. No explanation of what is next and why. I had initial tests by nurse who again could not communicate effectively. The doctor I met was clear with communications and in turn next steps and why these were next steps. This was the only positive interaction of nearly 4 hours in the hospital. I asked after 2 hours when I was (likely) no promise to be called and was told no idea. Not helpful at all. There is always some idea on anything. Even an educated guess. But instead I received nonchalant “no idea”. I had to leave before being called as the already shocking waiting area had people coughing whilst not covering their mouths whilst clearly being unwell and wrenching and I didn’t want to risk my health. Ironically whilst in a hospital. The level of cleanliness was maybe 2/10.
Visited Accident and emergency services on March 2024
Review titled Whipps Cross Hospital
Replied on 07 March 2024
Dear Patient Thank you for taking the time to share your feedback about Whipps Cross Hospital. We are sorry that your experience has fallen short of the standards we aspire to here, at Barts Health NHS Trust. We would welcome the opportunity to have this looked into further and if you would like this to happen please liaise with the PALS team directly. They will need a summary of your concerns (as they will not have access to this feedback), your full contact information, including your hospital or NHS number and the name of the service you visited which will aid their enquiries. You can contact them via email wxpals.bartshealth@nhs.net or Tel. No. 020 8535 6438. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Couldn’t have asked for a better ophthalmologist.
Rated 5 stars out of 5
by Ms cathleen defries - Posted on 25 March 2024
I have been registered with a consultant in ophthalmology for 9 years now, and even though my treatment is now not as regular going back and forth to the hospital,I have been looked after very well in the 9 years. My experience I have been made to feel very safe, and had information explained to me in transparently with past and on going treatments. I could not have asked for a better consultant. Many thanks for everything.
Visited Ophthalmology on March 2024
Review titled Whipps Cross Hospital
Replied on 03 April 2024
Dear Ms Cathleen Defries Thank you for taking the time to send us such positive feedback about a Consultant in the Ophthalmology Department at Royal London Hospital. It is most rewarding for us to learn that for 9 years (and counting), this consultant has provided safe and compassionate care, which is in line with our values. We are aware that you could not give the clinician’s name on this platform, but If you wish for this to be shared with the consultant directly, you can email their name to the Site PALS Team at wxpals.bartshealth@nhs.net (quoting comment reference number 1784946), so that this can be done. In the meantime, we will ensure that your kind words are shared with the department. Best wishes Central Complaints Team Barts Health NHS Trust
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Review titled Poor individual care at postpartum wards
Rated 2 stars out of 5
by Sum - Posted on 04 April 2024
I delivered my first baby after an elective C section. Ante natal care has been great and uneventful. The surgical team had been excellent. I delivered a low birth weight baby. I was in the post surgical assessment room for nearly 12 hours due to the ward being too full. Though I was assessed quite throughly no one assisted me to establish breast feeding. This was a crucial time that one should get some help to establish breast feeding which I completely didn’t receive. I did my best from what I’ve learnt but realized I haven’t stimulated my production enough. When I got transferred to the post natal ward around 11.30 am no midwife came to assess how I feed. So the first 24 hours went without a single mud wife giving me any kind of assistance to establish breast feeding. Baby had been crying overnight and didn’t pass urine from midnight to 2 pm next day and I finally rang the bedside alarm to get some advice. The first thing the midwife told me is that I’m not producing enough milk and need to start on formula feeds and asked my husband to get some. I’ve never imagined giving formula feeds to my baby, but at that moment I was so vulnerable and readily accepted her advice. After 24 hours of formula feeds she was fine but I couldn’t get her to latch as she used to on day 0. On day 4 she has moderate jaundice, and I had to increase my formula feeds as I wasn’t then producing enough breast milk. When I look back I feel so let down by the system which sent me on a spiral that I’m struggling so much to get back to breast feeding. All I needed was support to establish breast feeding early on, not the quick fix of formula feeds. It is sad to think that industry influence is so high that one would readily revommend this. I’ve been so upset and crying every time I offer her a bottle to realize a few others told me that their babies have been so unfairly introduced to formula feeds by whipps cross post natal ward. This feedback is to say that individual care is missing in whipps cross. All they do protocol procedures to be safe rather than to deliver quality care. It’s sad that my baby and I have to struggle so much now to establish breast feeding after the hospitals easy intervention of introducing formula feeds to save time for them.
Visited Maternity services on March 2024
Review titled Whipps Cross Hospital
Replied on 05 April 2024
Dear Sum, Thank you for taking time to contact us with feedback about the Maternity department at Whipps Cross Hospital . We were very disappointed to hear about your experience. 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 Disgusted at whipps cross A&E department
Rated 1 star out of 5
by Lady in pain - Posted on 16 March 2024
I came in around 18:45, went through the few procedures and still waiting gone 23:00 for a blood test. This is absolutely disgusting and ridiculous. The hospital needs an overhaul of senior management and planners. Over 4 hours and still no blood test. Hospital going down the pan and will continue with the management they have. More ideas and not enough brain cells. Keep it up whipps you are doing so well, A&E packed with patients standing all over the place.
Visited Accident and emergency services on March 2024
Review titled Whipps Cross Hospital
Replied on 18 March 2024
Dear Patient Thank you for your feedback from which we are sorry that your experience was less than satisfactory at Whipps Cross Hospital. We will ensure that your comments are shared with the service. If you would like to have this looked into in more detail, please liaise with the site PALS Team who will be happy to assist you further. They can be contacted via email address wxpals.bartshealth@nhs.net or Tel. No. 020 535 6438, please provide as much detail as possible (including your name and contact information) and you can quote the comment reference number:1779642 when making contact. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Well looked after
Rated 4 stars out of 5
by Clare Chapman - Posted on 06 February 2024
2nd February: Some delays inevitable but not as bad as anticipated, and the system worked well. Everyone helpful, and I was directed to Minor Injuries where I met with friendly and efficient service. I had a hand injury, so was x-rayed and subsequently fitted with a splint and "plastered" - all done with the utmost kindness and courtesy, including a phone call for my husband to collect me as I was having trouble getting through. On top of all this, all the patients there were most appreciative to be offered refreshments by two smiling ladies. Thank you everyone.
Visited Accident and emergency services on February 2024
Review titled Whipps Cross Hospital
Replied on 16 February 2024
Dear Clare Chapman, Thank you for taking the time to share your positive feedback about the care you received at Whipps Cross University Hospital. We are pleased that you were treated amazingly by the staff and that 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 Empathetic staff and great service
Rated 5 stars out of 5
by Michael Mullins - Posted on 05 February 2024
My wife attended for a mammogram. She was upset as she has ongoing ovarian cancer and having previously had breast cancer. The lady on reception (I did not get her name) noticed this and came over to speak to her. She was so empathetic and supportive as she spoke to my wife. She told my wife that if she needed to talk again she was at the end of the phone. The Radiographer who did the Mammogram was equally supportive and put my wife at ease. The NHS is in good hands with staff such as these two wonderful women. Date of attendance Monday 5 February, 10.30.
Visited Breast cancer services on February 2024
Review titled Whipps Cross Hospital
Replied on 09 February 2024
Dear Michael Mullins, Thank you very much for taking the time to provide such positive feedback about the care your wife received. 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 Urgent Treatment Centre
Rated 3 stars out of 5
by Anonymous - Posted on 28 February 2024
I had emergency minor surgery at the hospital on 24/02/24 and the care was excellent. However, after the surgery I was asked to attend the Urgent Treatment Centre daily for the next 5 days in order for my dressing to be cleaned and changed. This experience has been very frustrating and at times unprofessional to say the least. My reasons for saying this is a) when you do eventually get to see a nurse for the most part they are very kind and take care of the redressing very well, however b) the wait to see the nurse is extremely long and very unnecessarily so. It takes the nurse no more than a few minutes to change each patients dressing and potentially a few more minutes to write up what they did and observed afterwards, however, in the past few days I have witnessed the nurses just leaving patients waiting half an hour between each appointment for no apparent reason at all. Today upon arrival at the UTC I was told straight away that the wait would be 1 1/2 hours because there were 4 people in front of me! 1 patient was seen a few minutes after I sat down and o have now been waiting with 3 other patients for over an hour! When I went to go and find out what is the issue I was told that the nurse is doing her write up’s from the previous patients appointments and when she’s finished doing those we will be seen. Unbelievable.
Visited Wound care services on February 2024
Review titled Whipps Cross Hospital
Replied on 07 March 2024
Dear Patient Thank you for taking the time to share your feedback about the Urgent Care Centre (UCC) at Whipps Cross Hospital. We are sorry that your experience caused "frustration and at times, you found the service unprofessional". Kindly note that we will be sharing your feedback with North East London Foundation Trust (NELFT) who manages the UCC service on our site. Should you wish to communicate with them directly about your experience you can email their PALS team at nelftpals@nelft.nhs.uk. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled doctors need to be trained about s i r v a
Rated 1 star out of 5
by Patients daughter - Posted on 20 February 2024
S i r v a is a well known problem with incorrect vaccine needle injury and any new report of frozen shoulder and shoulder movement disorder and pain should be reasonably considered as "s i r v a", Yet, the 'first year registrar' my mother and I met with on was unaware of this and ignored patient report of 'too high vaccine shot in shoulder' related to shoulder movement disorder- permanent injury. This registrar referred to 'arthritic shoulder' as a cause and 'age' as a cause despite complete absence of evidence - no Xrays, No recent MRI, no patient reported pain prior to vaccine administration. Pure guesswork. These first year registrars need to listen to the patient . Just because someone is old, that does not make them stupid. My mother, an Elderly asian woman was not listened to and her report of needle injury completely ignored and not put on the record all because registrar man had not been trained in 's i r v a'. I want something done about this.
Visited Orthopaedics on February 2024
Review titled Whipps Cross Hospital
Replied on 07 March 2024
Dear Relative We are sorry for the delay in replying to your feedback, this was due to a technical glitch on this platform. Thank you for taking the time for sharing your feedback about you and your mother's visit to Whipps Cross Hospital and the concerns you have about the lack of knowledge the doctor had about “s i r v a”. We are sorry that this was your mother’s experience, and we would welcome the opportunity to have this situation looked into in more detail and would request that you liaise with the Site PALS Team via email address - wxpals.bartshealth@nhs.net or Tel. No. 020 8535 6438 who will be able to support you further. Please be advised that you will need to provide a full summary of the concerns to be investigated (as PALS will not have access to this feedback), your mother’s full details, hospital or NHS number and your details when making contact. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Inexperienced staff?
Rated 3 stars out of 5
by Anonymous - Posted on 13 January 2024
I went to the maternity triage department to check out a concern and was first seen by a midwife to register. Part of that involved listening to the baby’s heartbeat. On doing this she looked concerned, said it sounded slow and said she was going to get her colleague to have a listen. After a little bit of looking around, the second nurse found the baby’s heartbeat. It was much quieter but still clear. She said the heartbeat was going at just the right rate, it was strong and healthy. She explained that it was my own heartbeat that the midwife had listened to. While the issue was clarified reasonably quickly, this experience obviously left me incredibly worried. I am astonished that the midwife couldn’t tell the difference in volume and rate of an adult heartbeat compared with that of an 18 week old baby. And if she needed to check with another colleague, to explain to me she was doing that by finding a more delicate/sensitive way - rather than telling me the heartbeat sounded slow - and all the obvious stress to the patient that would come with that.
Visited Maternity services on January 2024
Review titled Whipps Cross Hospital
Replied on 02 February 2024
Dear Patient, Thank you for taking time to contact us with feedback about the maternity service at Whipps Cross Hospital . We were very disappointed to hear about your experience. 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