Whipps Cross Hospital
Whipps Cross Road, London, E11 1NRContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Terrible communication
Rated 2 stars out of 5
by cate - Posted on 07 July 2023
When I left accident and emergency after I broke a bone in my foot I was given a paper notifying me I had a follow up phone consultation booked for Friday. The next day I received an email informing me I had an in-person appointment for the same time. I was pleased and made babysitter arrangements and took a taxi in the day. When I arrived they told me it was a “technical glitch” and my appointment was indeed virtual. So now I am sitting outside of the hospital, and it is 15 minutes past the time for either of those appointments, and I haven’t spoken to anyone virtually or been seen, and I wasted my money and time, to make my difficult way here with a broken foot for nothing.
Visited Orthopaedics on July 2023
Review titled Whipps Cross Hospital
Replied on 10 July 2023
Dear Cate 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 wxpal.bartshealth@nhs.net Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Efficient and pleasant
Rated 5 stars out of 5
by Julia Wilson - Posted on 29 June 2023
Attended yesterday evening. Quite busy. Well organised. All staff pleasant. Doctor very nice, engaged, sympathetic and communicated well. Received some treatment and left with further medication. Suggested improvements:- Louder patient calling system for reception staff as currently things are slowed down by some patients not hearing and having to be called many times. A couple of beds or trolleys for patients to wait on if the are feeling really ill. Thank you
Visited Urgent Treatment Centre on June 2023
Review titled Whipps Cross Hospital
Replied on 30 June 2023
Dear Julia Wilson, 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. We value your feedback and appreciate the suggestions made to improve our services. Once again, we thank you. Central Complaints Team Barts Health NHS Trust
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Review titled I had maxillo-facial surgery
by rose petal - Posted on 26 June 2023
I was very impressed with plane tree , very clean and the staff were amazing I was looked after very well , the staff work very hard I felt relaxed thank you for your kindness
Visited June 2023
Provided by Care opinion
Review titled Whipps Cross Hospital
Replied on 27 June 2023
Dear Rose Petal Thank you for taking the time to share your positive feedback about the Plane Tree Centre at Whipps Cross University Hospital. We are pleased that you were "impressed" with the department, 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 Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 13 June 2023
My partner got took into the acacia ward, we didnt know i couldnt stay the night with him. All of the nurses i met in that ward were lovely people and really took care of my boyfriend. Alot of staff throughout the whole hospital took care of me throughout the time i was waiting till the next day for him to be able to come out. Overall, the care provided was unimaginable. Everyone was polite and kind to us. Considering my partner suffers with anxiety he really was dealing amazingly just because of the staff and how they looked after him. Thankyou everyone.
Visited Don't know on June 2023
Review titled Whipps Cross Hospital
Replied on 14 June 2023
Dear Visitor Thank you for taking the time to share such positive feedback about you and your partner's experience at Whipps Cross Hospital. We are pleased that your boyfriend received excellent nursing care on Acacia Ward, and that you were also looked after throughout. We will ensure that you kind words is shared with the team, who we are sure will be most appreciative that you took the time to commend them. Best wishes to you and your partner Kindest regards Central Complaints Team Barts Health NHS Trust
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Review titled Instant solution
Rated 5 stars out of 5
by Ronald Powell - Posted on 28 June 2023
I had a lump on my neck which was not cancerous. The dermatologist I saw instantly identified it as having been caused by too much exposure to the sun in my long ago youth. The dermatologist sprayed the lump with a freezing liquid and said the lump would fall off soon. The diagnosis was prompt and clear and the treatment immediate. What more could you want?
Visited Dermatology on June 2023
Review titled Whipps Cross Hospital
Replied on 29 June 2023
Dear Ronald Powell, Thank you very much for taking the time to provide such positive feedback about the care you received from the Dermatology service 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 Extremely rude and unhelpful staff
Rated 1 star out of 5
by Anonymous - Posted on 01 June 2023
I just booked a blood test and I called for clarification about something on the booking form. The member of staff who answered the phone did not even offer a greeting, was extremely rude, with a terrible tone and told me to “just call back tomorrow and ask someone else.” The member of staff was completely dismissive and said something along the lines of “we don’t know, all we know is you book it online somewhere” and did not take the time to even try to understand the specific question I was asking. This was a terrible experience and anyone who is in any way vulnerable should not call up the hospital themselves because they will be left feeling lost, upset, disrespected and unsupported. I hope this member of staff gains some more training on how to be professional and empathetic, and learns some of the basic facts about the services the hospital provides before answering calls so they can actually answer enquiries, or at least realises the importance of basic decency.
Visited Don't know on June 2023
Review titled Whipps Cross Hospital
Replied on 05 June 2023
Dear patient 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 wxpal.bartshealth@nhs.net Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Excellent A and E
Rated 5 stars out of 5
by Anonymous - Posted on 06 June 2023
I fell and badly gashed my head. At Whipps I was treated promptly, with courtesy and kindness. I had an Iv infusion set up ( cannula put in excellently!). I was thoroughly examined, and had a ct scan. All within 3 1/2 hours. I’m only sorry to have been there and used your precious resources when it was my own fault !! I was a nurse for 53 years - some at Whipps Well done team !
Visited Accident and emergency services on June 2023
Review titled Whipps Cross Hospital
Replied on 07 June 2023
Dear Patient Thank you for taking the time to share such positive feedback following your recent visit to the Emergency Department at Whipps Cross Hospital. We are pleased that you received excellent care and that you were treated with "courtesy and kindness". We will ensure that this is shared with the department who we are sure, will be happy to receive your kind comments about their service. Once again thank you Kindest regards Central Complaints Team Barts Health NHS Trust
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Review titled Very Sad
Rated 5 stars out of 5
by Joyce Bell - Posted on 28 June 2023
I am sad to be leaving a negative review as I have always considered this department to be one of the best in the hospital. Things started to go wrong when my January follow-up appointment letter hadn't come and when I enquired was told that the machine used to make appointments was broken. They weren't sure how long it would take to repair, but said that I would receive an appointment as soon as possible. After waiting another 2 months I enquired again and was told the same thing. 3 weeks later I received a text message saying that because of the situation in the department they couldn't guarantee when I would be seen, and was offered the opportunity of being seen at Moorfields Eye Hospital. They said that unless they heard to the contrary by 4th April they would transfer my details to Moorfields Eye Hospital, who would contact me to make an appointment. Another 2 months went by and I still hadn't received an appointment. By now I was having serious visual disturbances so I contacted Moorfields helpline and was told that I was not on the system as no referral had been received from Whipps Cross. I was advised to go to Whipps A&E as the eye condition was very serious and needed emergency treatment. I was seen in the Whipps Cross Emergency Eye Unit, where everyone was so helpful, kind and reassuring. I was started on treatment immediately, and hopefully not too much damage has been done. I have always rated this department very highly, and still do so, but I am very disappointed in the breakdown in communications. I am also concerned that there may be others like myself, who think they have been transferred to Moorfields, and are waiting in vain for an appointment that will never come.
Visited Ophthalmology on June 2023
Review titled Whipps Cross Hospital
Replied on 29 June 2023
Dear Joyce Bell, Thank you for taking time to contact us with feedback about the Eye department at Whipps Cross Hospital . We were very disappointed to hear about your experience regarding your refferral and the breakdown in communications. 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 wxpal.bartshealth@nhs.net Kind regards Central Complaints Team
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Review titled Missed miscarriage - not being taken serious
Rated 3 stars out of 5
by Claudia - Posted on 24 July 2023
I had a private scan at week 7 that didn't show a heartbeat. On recommendation of the private clinic and my GP I got in touch with the EPU at Whipps Cross, who told me that if I don't have any symptoms they wouldn't see me and I have wasted my money as I don't know any more than before the scan. There is nothing they can do for me. I brought the private scan up during my first midwife appointment, stating that I'm really worried, feeling like my pregnancy symptoms have calmed down and feel really alone in this situation. Again I was told if I'm not in extreme pain or bleeding I can't be helped with my situation. I was advised I could pretend to be in pain and the EPU will see me. I have now found out at my 12 weeks scan that indeed I have a missed miscarriage. I know this had to happen medically and i understand that there was nothing the hospital could have done. But the emotional stress I am put under because nobody listened to me or wanted to help me is unbearable. I'm however very grateful for the doctors and nurses at the EPU who helped me after the miscarriage diagnosis. They were patient, helpful, caring and made me feel less alone and sad.
Visited Maternity services on June 2023
Review titled Whipps Cross Hospital
Replied on 25 July 2023
Dear Claudia Thank you for taking the time to share your feedback about your experience at Whipps Cross Hospital, and we would like to begin by saying that we are sorry for your loss. We are disappointed to learn that we failed to meet the standard you would have expected of us, that you were not listened to and left feeling “alone”. We would welcome the opportunity to have this unhappy experience be looked into further. Please be advised that you can contact the PALS team on site either via email wxpals.bartshealth@nhs.net or Tel. No. 020 8535 6438 for guidance and support on how to proceed, if you wish. Kindly note that they will ask you for your full details, NHS or hospital number and more detailed information to assist you. Your comment about the EPU nurses and doctors who you found to be “patient, helpful, caring and made you feel less alone and sad”, has been noted. We will ensure that your kind words are shared with them. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Great doctors / nurses - above and beyond!
Rated 4 stars out of 5
by Emma - Posted on 09 May 2023
I had an outpatients surgical procedure and despite being nervous the doctors and nurses present took extra care to talk me through everything step by step and even played music to put me at ease. They truly went above and beyond! The facilities themselves in outpatients feel dated and a bit forgotten compared to other departments I've visited but that didn't affect the standard of care I received once into the procedure. I did have a few issues booking the appointment and getting the right information but that was all resolved within 5 minutes of arriving. Thanks for all your hard work it went such a long way to making me feel better about something that was causing a lot of worry.
Visited Dermatology on May 2023
Review titled Whipps Cross Hospital
Replied on 12 May 2023
Dear Emma Thank you for your feedback dated 9 May sharing your positive experiences with us and to pass on your praise for quality of care and professionalism of the team at Whipps Cross Hospital. We share a common goal at Barts Health to make sure the care we provide is as good as it can be. We want patients to have access to high quality care when they need it, and to feel supported at all times. I am extremely proud of the many things we do well and of all the teams here at Barts Health. I am grateful for the time you have taken to let us know about your experience. I have passed your kind feedback to the team at Whipps Cross Hospital so that this can be shared with the wider teams involved in your care. Thank you again for taking the time to write and I hope you are soon on the road to recovery. Kind regards Central Complaints Team
Information supplied by Barts Health NHS Trust