Queen Elizabeth The Queen Mother Hospital
Queen Elizabeth The Queen Mother Hospital, St Peters Road, Margate, Kent, CT9 4ANContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Lack of initial confidentiality on arrival
Rated 4 stars out of 5
by Philip Thompson - Posted on 10 November 2023
Brought my wife into A/E early on Monday am with an acute medical condition that had already been treated by GP. But no improvement and symptoms worsening. On arrival we were seen by a nurse sitting at a desk who asked what was the reason for attendance. Details given to the nurse. This was undertaken in an open area with patients standing and sitting next to the nurse's desk all in earshot of my wife's personal medical condition. Totally unacceptable. This was mentioned to the nurse, who basically said, this is how it is now! Sat in the waiting room and called through by a Doctor after a short time. From this stage everything was done in a professional way and all staff were kind and professional. After tests my wife was admitted to a ward later in the day. Could not believe the ridiculous size of the waiting room, totally unsuitable for the volume of patients admitted. When I left later in the day the waiting room was packed to the rafters with people standing and it appeared totally unsafe. Whoever designed and approved these alterations to this area should visit again when the department is busy and see it is just totally unsuitable.
Visited Accident and emergency services on November 2023
Review titled Queen Elizabeth The Queen Mother Hospital
Replied on 13 November 2023
Thank you for posting your feedback. I completely understand the frustration at having to give personal medical information in an open area and I agree this is not something I would be happy with either. However I am glad that from the point of seeing the doctor onwards that the experience was a good one. I will make sure to share your post with the Team.
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Review titled Lack of Reception or Direction
Rated 3 stars out of 5
by Anonymous - Posted on 13 November 2023
No idea where I was going until a volunteer led the way. No staff available at all at the entrance. Comment was passed by others that I spoke to whilst waiting. The majority of staff walking past the waiting area,either had their hands in their pockets, on their phones or a coffee in hand. Waiting in a corridor is not the ideal area for any out patient treatment. It was like waiting outside the headmasters office at school.
Visited Oral and Maxillofacial Surgery on November 2023
Review titled Queen Elizabeth The Queen Mother Hospital
Replied on 14 November 2023
Thank you for providing us with your feedback. It is good to know what we as a Trust are doing well and what we are not doing well with and I completely agree that signposting and directing patients to their appointments must improve. I will make sure to share your feedback. Before I do so please could you advise which department your appointment was with so I can pass your comments on.
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Review titled Stop talking!
Rated 1 star out of 5
by Mark - Posted on 03 November 2023
Staff too busy chatting. Waiting room full and staff so slow! They should visit another hospital and see how their departments are run much more efficiently.
Visited Phlebotomy on November 2023
Review titled Queen Elizabeth The Queen Mother Hospital
Replied on 06 November 2023
Thank you for sending us your feedback. I am so sorry to read that you feel staff attitude is not as it should be. This is not the service that we would like our patients and their families to experience. I will make sure to share your post with the department.
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Review titled Phone calls
Rated 1 star out of 5
by Anonymous - Posted on 30 October 2023
My 99 year old relative in a and e I went home to get his bed etc ready I have been calling for 4 hours now not stop I am very worried about him only waiting for blood results then told I get a call I carnt believe no one answers the phone surely receptionist there absolutely diobolictal all I want is to speak to someone I understand they busy should be someone to answer calls for relatives enquires who are extremely worried
Visited Accident and emergency services on October 2023
Review titled Queen Elizabeth The Queen Mother Hospital
Replied on 02 November 2023
Thank you for sending us your feedback. I am so sorry to read that you are having such problems trying to contact A&E regarding your the condition of your relative. I can appreciate how frustrating and worrying this must be for you. I will make sure to share your comments with the department If you would like us to look into what is happening, please contact our Patient Advice and Liaison Service (PALS) on tel: 01227 783145 or email: ekh-tr.pals@nhs.net. PALS are open Monday to Friday 9am to 4pm, except bank holidays. If you phone and get the voicemail please leave a message and the team will get back to you.
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Review titled Understanding
Rated 5 stars out of 5
by Anonymous - Posted on 20 October 2023
My 11 month old came to childrens a&e, staff really polite understanding and helped my son doctor we saw was brilliant
Visited Accident and emergency services on October 2023
Review titled Queen Elizabeth The Queen Mother Hospital
Replied on 23 October 2023
Thank you for taking the time to tell us about you and your son's recent visit to A&E at QEQM. Your lovely comments will be shared with the team there. Best wishes
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Review titled Noisy and triggering
Rated 1 star out of 5
by Anonymous - Posted on 09 January 2024
After having a baby I found the place so noisy and chaotic that I couldn't relax and felt on edge all of the time. I couldn't sleep and everytime I did drift off someone would shout outside my room. My partner was thankfullt allowed to stay with me after a lot of pursuasion and I'm so thankful for this as he had to talk me out of meltdowns on several ocassions. We found staff didn't seem to have an awareness of whether it was the middle of the night or themiddle of the day, they would shout and joke to each other from one end of the corridor to the other to greet each other when coming on shift etc would sing loudly. I remember one conversation going on about lost keys and wondering why they needed to shout this to each other from opposite ends of the corridor. I also found the catering staff very loud, they would all be particularly loud together at the start of their shifts. Please be aware of the trauma that many of us endured in giving birth, to aid recovery most people need calm, quiet and to be able to at least relax a little.
Visited Maternity services on October 2023
Review titled Queen Elizabeth The Queen Mother Hospital
Replied on 10 January 2024
Thank you so much for passing on your feedback, you've explained with such elegance the experience you had and I will make sure to share your words with the team. It is really important that we are made aware if there are things we need to improve and I am so sorry that you had such a difficult time. Patients should always be treated with respect and dignity and this is something that needs to be highlighted especially after something that at times I know only as a husband and father watching my own wife give birth can be extremely traumatic as you say. If you would like to talk more about your experience please contact our patient experience midwives via their email address which is ekhuft.pem@nhs.net. Alternatively you can contact my team the Patient Voice & Involvement Team via our email address which is ekhuft.patientvoice@nhs.net
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Review titled A&E waiting room is small and cramped
by Conbe43 - Posted on 18 October 2023
I visited the A&E Department yesterday with my father in law who was sent there by a doctor at Estuary View. My story is about the A&E Department and how utterly impractical it is now that changes have been made. The waiting room is far too small and everyone is cramped together with seats right next to each other. People standing or sitting on the floor due to lack of room. I am shocked and struggling to understand how the new waiting area is effective when there are just as many patients but less room. There was litter on the floors and packets of biscuits. Blankets laying everywhere and generally it looked and felt awful. There is very limited room for wheelchairs or in fact the chairs that are used by porters and staff to move patients from a to b. One patient had been in the same chair for 24 hours and was given some quite distressing results in front of everyone, not even taken to a side area or a room. That is surely not good practice. We were there for a total of 5 hours, and in that time there were still patients waiting to be seen who had arrived before us. I worry that infections and Covid is encouraged to spread more in that environment. I cannot fault the care that my father in law received it was excellent and he was later discharged after being thoroughly examined and treated accordingly.
Visited October 2023
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Review titled Queen Elizabeth The Queen Mother Hospital
Replied on 19 October 2023
Thank you for sending us your feedback. I am so sorry you had such a difficult time in A&E. However I am pleased to read that the care and treatment that your Father in law received was good. I will make sure to pass your comments onto the Team.
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Review titled Kind hardworking staff
Rated 5 stars out of 5
by Colin - Posted on 05 September 2023
I supported my partner who was referred by her GP to QEQM accident and emergency department. The department was clean, bright and hugely overcrowded, never with enough seats. We were there for 7.5 hours for observation and a CT scan. The staff were kind, professional and hardworking. Despite the stress of the delays and crowds, patients were courteous and good humoured with each other often giving up seats to others in greater need. The district needs more A and E resources. Looking back, I’m sure not one of our local MPs would be prepared to endure the wait and crowds we experienced.
Visited Accident and emergency services on September 2023
Review titled Queen Elizabeth The Queen Mother Hospital
Replied on 06 September 2023
Thank you so much for passing on such kind words and positive feedback regarding the way you and other patients were dealt with by our staff. It is also so nice to read that patients are helping one another. I have passed on the feedback regarding seating and delays.
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Review titled Basic lack of care and no way to speak to staff
Rated 1 star out of 5
by Anonymous - Posted on 12 September 2023
My 84 year old mother was sent in by her GP, with severe leg pain, late at night on 11/9/23. By midday on 12/9/23, over 12 hours after admission, she had only just received her 08.00 antihypertensives, she wasn't sure about her other medication (that must be taken with food), and she had not had a single dose of her 4hrly analgesics since admission. Just as importantly, she had been offered neither food nor any fluids, not even a cup of tea in that 12 hour period. As a former healthcare worker (for 40 years), she knows the part that nutrition and hydration play in maintaining good health but as an elderly lady, she didn't like to ask busy staff but nor should she need to. My mother also has recurrent urinary tract infections and therefore understands how important it is for her to drink plenty throughout the day so, to have been offered nothing at all to drink for over 12 hours is simply appalling and very poor basic patient care. I tried, in vain, to contact A & E to ask them to provide her with a cup of tea and some food. Sadly, after 90 minutes of trying, I had to give up and head off to work. In the course of that 90 minutes, I tried phoning A & E reception, the nurses' station and even asked to be put through to the matron/ senior nurse covering A & E but despite numerous attempts nobody answered any of my calls. It made no difference whether I tried using the automated phone system or went through the operator. When I asked about the possibility of speaking to someone else, the operator told me that there wasn't anybody else that they could try. I myself worked as an NHS professional for over 30 years, in nursing and midwifery, and could not believe the lack of basic care or the fact that it was impossible to speak to anyone at all within the department or even the hospital. I understand fully that staff are extremely busy but has it really got to the point where an elderly patient isn't even offered a cup of tea? Where hydration and nutrition are not part of basic nursing care? Or that a concerned relative is unable to speak to a member of staff? This is not the NHS to which my mother dedicated her whole working life.
Visited Accident and emergency services on September 2023
Review titled Queen Elizabeth The Queen Mother Hospital
Replied on 14 September 2023
I am so sorry to read what has transpired so far regarding the lack of care your Mother has received whilst attending A&E at QEQM. I have raised this with senior staff and will be asking them to contact you. If you do not feel satisfied with their response and would like us to look into what happened, please contact our Patient Advice and Liaison Service (PALS) on tel: 01227 783145 or email: ekh-tr.pals@nhs.net. PALS are open Monday to Friday 9am to 4pm, except bank holidays. If you phone and get the voicemail please leave a message and the team will get back to you.
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Review titled The best day of my life so far.
Rated 5 stars out of 5
by Amy Mangles - Posted on 31 August 2023
I feel awful that I do not remember the names of the midwives and staff on the day but I will remember their faces forever ! Everyone on the ward, everyone who carried out and helped with my c section (which by the way was the most magical experience and so professional!). From early on with scans to my last consultant appointment I felt like me and my baby came first and nothing was ever a problem. We luckily only had to call triage a couple of times but they were also fantastic. Every test, procedure and any medicine administered was not carried out unless every detail was explained... before my C Section two surgeons, two midwives and an a anaesthetists came to see me, all of a sudden the fear of the unknown went away ! I was only in for 24 hours and I honestly think my quick recovery came from the care of the team. I have the most gorgeous picture of my son entering the world, behind him you can see one of the midwives the biggest most genuine ear to ear grin and that sums them up, many babies are born each day, but to them each baby is so magical ! I wish I could hug each one of you and tell you how grateful we are of you and that all of you are doing just fantastic !I can appreciate times have been tough but thank you for being you ! It's a special time in life that may only happen once or twice... you make it what it is, without you our special little ones wouldn't be here ! Thank you for keeping me safe and bringing my boy into the world.
Visited Maternity services on August 2023
Review titled Queen Elizabeth The Queen Mother Hospital
Replied on 04 September 2023
Thank you so much for sending us your amazing feedback. It is so lovely of you to send such beautiful and kind words. What a wonderful experience you had and this is the experience we want all our patients to have. It is such a precious and once in a lifetime moment in our lives and the joy you felt and shared with our staff really shines through in your words. Congratulations to you and your family on the new addition and I will share your words with the Team.
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Information supplied by East Kent Hospitals University NHS Foundation Trust