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 Appalling A&E
Rated 1 star out of 5
by Subha Padman - Posted on 28 July 2024
Waited 10 and half hours in a&e and a total of 23 hours before discharge for my daughter who has previously been fit and healthy and never had to go to a&e. we experienced absolutely abhorrent behaviour by the Senior nurse on day duty with disgusting attitude, lack of empathy. The system is so broken here, lack of communication, lack of treating people humanely. Doctors were lovely but a broken system leaves them stretched. Saw elderly left sitting for hours. Autistic boy distressed not triaged and waited for hours. The worst experience for my 24 year old daughter who never wants to use the nhs services again.
Visited Accident and emergency services on July 2024
Review titled Whipps Cross Hospital
Replied on 29 July 2024
Dear Subha Padman Thank you for taking the time to share feedback about you and your daughter's experience in the Emergency Department at Whipps Cross Hospital. What you have described has fallen below standard that we aspire to at Barts Health NHS Trust. We would welcome the opportunity to have this issue looked into in more detail and if you would like this to happen, please liaise with the site PALS Team for further support and guidance about how to do this (quoting comment reference No:1848304). You will need to provide more detailed information (including your daughter's details hospital or NHS number, address, date of birth, etc.), and your contact details. PALS can be contacted on Tel. No. 0208 535 6438 or via email address wxpals.bartshealth@nhs.net. In the meantime, we will ensure that your feedback is shared with the service as it is important that they are made aware of your experiences and its impact. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Worse attitude faced
Rated 2 stars out of 5
by Saba Nokhaiz - Posted on 29 July 2024
Went all surgery process okay of my daughter but in everything when they gonna discharge her they sent her in another ward and said doctor will come and see her straight but we waited hours and hours noboday come nor they discharge us for no reason just said doctor is busy ( because if cahnge staff of nurses and all that ward things no one taking responsibility at all.And in all this my 5 years old daughter suffered alot she just had surgery nothing to eat because we left food and things in old ward as we know weare going home in a bit.Thats the worst behaviour we faced.
Visited Children's & Adolescent Services on July 2024
Review titled Whipps Cross Hospital
Replied on 30 July 2024
Dear Saba Nokhaiz Thank you for taking the time to share feedback about your daughter's experience at Whipps Cross Hospital. We would like to apologise that the standard fell below what we aspire to at Barts Health NHS Trust. We would welcome the opportunity to have this issue looked into in more detail and if you would like this to happen, please liaise with the site PALS Team for further support and guidance about how to do this (quoting comment reference No:1848875). You will need to provide more detailed information (including your daughter's details hospital or NHS number, address, date of birth, etc.), and your contact detail. PALS can be contacted on Tel. No. 0208 535 6438 or via email address wxpals.bartshealth@nhs.net. In the meantime, your feedback will be shared with the service as it is important that they are made aware of your experiences and its impact. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Whipps Cross Kids Blood Test: five stars well done!
Rated 5 stars out of 5
by Patricia Jane Holst - Posted on 04 June 2024
I took my 8 year old daughter to the Junction 3, Children's Blood Test at Whipps Cross Hospital. The staff were so great with her. They out her at ease and were so fast. They were friendly and gentle. Even my daughter said it was a "great" experience. Thank you so much team. I hope you get the recognition you deserve.
Visited Children's & Adolescent Services on June 2024
Review titled Whipps Cross Hospital
Replied on 04 June 2024
Dear Patricia Jane Holst Thank you for sharing your feedback about the Children's Blood Test Service at Whipps Cross Hospital. We are so pleased that your daughter's visit was positive and that she had a "great" experience. We will share this with the department who we know will be very happy to receive your kind words. Best wishes Central Complaints Team Barts Health NHS Trust
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Review titled Audiology
Rated 4 stars out of 5
by Laurence Fagan - Posted on 27 June 2024
The fact that its not on the list of Departments confirms its a Cinderella service. Tranferred to Whipps from Chase Farm due to constant lack of service, I was initially very impressed. Appointment came quickly, I was seen and tested by friendly professionals, and was advised I would be sent an appointment to fit hearing aids 'in due course'. After 8 weeks without contact I called the Audiology Department, and my opinion changed. I was initially told there was nothing on me, apart from being under Chase Farm. I explained my situation, and was told there were no appointments. I asked how long I might wait (already 8 weeks) and was told 6 months or so. I said I would still like to have an appointment sent - other Departments book up to a year ahead - and was told this was not possible. I asked how I would know that my case was in the pipeline, and was told 'we don't let patients know, they have to ring us'. What a way to run a service....
Visited Don't know on June 2024
Review titled Whipps Cross Hospital
Replied on 04 July 2024
Dear Laurence Fagan Thank you for you feedback about the Audiology Service at Whipps Cross Hospital. We are sorry that the standards fell below expectation after your initial visit and fully appreciate how disappointing that would have been. We will be sharing your feedback with the service but in the meantime if you need any further support regarding this may we suggest that you liaise with our Access Issues Resolution Service (AIRS), which is designated team that assists patients with appointment related issues by liaising with the relevant service on your behalf. AIRS can be contacted on Telephone Numbers: 0207 767 3205 / 0345 60 299 06 (Mon-Fri 08:30-17:00 Excl. Bank Holidays), please have your NHS or Hospital number to hand if you decide to make contact, as this will aid their enquiry. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Great service and wonderful staff
Rated 5 stars out of 5
by Sophie - Posted on 26 June 2024
I recently was induced to give birth to twins at Whipps cross. The maternity care was very thorough and I felt incredibly safe throughout the whole pregnancy, at the birth and afterwards where I was kept in for a few routine nights due to having a premature baby. I had a wonderful experience and felt very thoroughly looked after by dedicated staff who were very caring and professional. Yes, there were times when there was a lot of waiting around when there were not enough staff available and they didn’t want to induce me until there were enough people around. But this was not an issue, as there were times when others needed the staff more and I was understandably not a priority. This is a safe way of working and reassured me that they knew what they were doing and they were ready incase things went wrong, so something I appreciated. All in all, I could not fault their wonderful service. Thank you Whipps cross maternity dept.
Visited Maternity services on June 2024
Review titled Whipps Cross Hospital
Replied on 04 July 2024
Dear Sophie Thank you for taking the time to share feedback about the Maternity Service at Whipps Cross Hospital. We are pleased that your experience was positive and that you felt safe throughout; it was also rewarding to learn that you were treated professionally and caringly by staff. We will ensure that your kind words are shared with the team who we know will be very appreciative. Best wishes to you Central Complaints Team Barts Health NHS Trust
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Review titled Poor communication of cancellation during unacceptable wait
Rated 2 stars out of 5
by Anonymous - Posted on 20 June 2024
I took a friend for their Cataract appointment today ( 20/06/2024 ), We arrived on time for a midday appointment. Waited over 1 1/2 hours in a fairly quiet waiting room ( with the patient being given eye drops in preparation ) to be told by a junior manager from elsewhere in the Hospital that the procedure would have to be re scheduled to another date, owing to an emergency admission, which is fair enough, although everyone else waiting ( who came in later ) were going to be seen. I had taken a day off work to get the patient in, and they had attended the pre op department a week or so before, and had received details of a post procedure examination for a week afterwards, so all gone to waste and needing to be done again or rescheduled. They now have to wait another 3 weeks to midday on 11th July, having gone through all the stress and worry today for nothing. You will be able to work out who the patient is from the above information; I would expect that you will communicate with the eye treatment clinic to ensure that the next appointment is prioritsed accordingly, and delay is minimised with the patient kept fully informed and reassured beforehand.
Visited Cataract Surgery on June 2024
Review titled Whipps Cross Hospital
Replied on 04 July 2024
Dear Visitor Thank you for taking the time to share feedback about you and your friend’s experience at Whipps Cross Hospital. We are sorry for the inconvenience this unforeseen situation caused to you both. Unfortunately, we would not be able to determine the patient’s details from what you have provided and due to confidentiality, we are aware that this information is not permitted on this platform. May we suggest that you liaise with the PALS Team on site who will be able to make enquiries into this, kindly note that they will need to have the patient information (i.e. NHS or Hospital number), to take forward. PALS can be contact on Tel. No. 0208 535 6438 or via email wxpals.bartshealth@nhs.net kindly quote Comment reference number: 1830581 when making contact. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled The result of chronic underfunding
Rated 1 star out of 5
by Alice - Posted on 24 June 2024
We sought emergency care for an eye injury. The main reception and waiting area is in huge need of a refresh. The toilets in that area were dirty and unhygienic. The minor injuries unit where we were referred to had just one nurse staffing it and it was painfully slow. Despite the injury needing specialist attention by an ophthalmologist, the on-call doctor did not want to come in. We sought local optician help on the Sunday who said urgent care was needed. They called the hospital themselves, and again they said sorry no come back Monday morning. The eye emergency unit opens at 8.30am-4.30pm, with an hour off for lunch. If you have an eye emergency outside of that time, I guess you're on your own, as Moorfields don't accept walk-ins or referrals from Waltham Forest residents. I don't blame the people themselves, in fact I feel very sorry for them. They're doing their best with outdated facilities, skeleton staff and what looks like a strong culture of burn-out. I hope they get the funding they deserve to bring the care standards in line with the rest of the modern world, right now it's alarmingly bad.
Visited Accident and emergency services on June 2024
Review titled Whipps Cross Hospital
Replied on 04 July 2024
Dear Alice Thank you for the feedback about your experience at Whipps Cross Hospital. The contents of which have been noted and we apologise that your experience was below the standard expected. Your comments are valued and we will be sharing your feedback with the service, as it is important that they are made aware of concerns our patients have. There are ongoing Estate works at Whipps Cross Hospital and it is hoped that you will see a marked improvement in the future. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Delightful staff
Rated 5 stars out of 5
by Jean Atkinson - Posted on 04 June 2024
Every member of staff that I had contact with displayed excellent professional skills, kindness and were extremely caring. I was impressed with the level of care.
Visited Accident and emergency services on June 2024
Review titled Whipps Cross Hospital
Replied on 04 June 2024
Dear Jean Atkinson Thank you for sharing your feedback about the professionalism, kindness, and caring staff that you encountered when you attended Whipps Cross Hospital. We would like to share your comment and would appreciate if you could let us know which department you attended. You can send this information to us via email - bhnt.centralcomplaints@nhs.net, please include comment reference number: 1821726 when you make contact. We look forward to hearing from you. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Excellent experience
Rated 5 stars out of 5
by Anonymous - Posted on 24 June 2024
My mother recently broke her hip in London and was taken to Whipps Cross hospital and cared for on Conifer ward after surgery. I cannot compliment the staff on the ward enough. They were caring, reactive to changing needs and patient with my mother. I would particularly like to mention the sister who ran the ward during the day. It was clear she led by example, set the tone and care standards on the ward which were all excellent.
Visited Orthopaedics on June 2024
Review titled Whipps Cross Hospital
Replied on 04 July 2024
Dear Relative Thank you for taking the time to share feedback about the staff on Conifer Ward at Whipps Cross Hospital. We are pleased that your mother received patient centred care and that the staff were caring. We will ensure that this is shared with the staff, who we know will be happy to receive your positive comments about the care they provided. Best wishes Central Complaints Team Barts Health NHS Trust
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Review titled Super experience
Rated 5 stars out of 5
by Maya - Posted on 04 June 2024
Today my daughter (19 months) had a blood test, and the team was amazing! I also left the labels at home, but they sorted out for us. Also the blood was taken without a teardrop! Extremely satisfied mum here!
Visited Children's & Adolescent Services on June 2024
Review titled Whipps Cross Hospital
Replied on 04 June 2024
Dear Maya Your positive comment about your daughter's experience at Whipps Cross Hospital, is greatly appreciated and we are pleased that the service received was exemplary. We will ensure that your feedback is shared with the team. Kind regards Central Complaints Team Barts Health NHS Trust
Information supplied by Barts Health NHS Trust