Queen's Hospital
Rom Valley Way, Romford, Essex, RM7 0AGContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Rude/ dismissive day surgery unit staff
Rated 1 star out of 5
by Anonymous - Posted on 03 October 2023
I had surgery in August 2023. On my unit was lots of elderly people who needed help and support before and after surgery. The nurses were rude and dismissive of their needs. One patient leaked through her gown and bedding and called for help and was told to “wait” whilst she sat and ate chocolate and used her personal phone loudly. This was unacceptable as the nurse should be on hand to help and not using her personal phone to have private conversations. Eventually she came over but the patient had to sit there and wait whilst she ate food. I was told to come into queens at 6:30am and I did not have surgery until 4:20pm in the evening. I asked to have some water as you are allowed to up to 2 hours before surgery and I was told no and to sit down. They eventually agreed to contact the surgeon which they did not and continued to eat and drink in front of the patients. They were rude/dismissive and would tut continuously. When I had had my surgery, I asked for help putting on my shoes. Another nurse tutted at me once again and I called another one over for support. She was uncaring/unkind and extremely rude and disrespectful. It was not all the nurses on the day care unit, it was only a select few on the female ward. They do not care, they tut, they ignore people calling for help and they sit and shout on their personal mobiles phones whilst people are trying to sleep after surgery. They are highly unprofessional and uncaring. I did not feel safe around them.
Visited General Surgery on August 2023
Review titled Queen's Hospital
Replied on 20 October 2023
Thank you for taking the time to make us aware of your experience, I am so sorry to hear the concerns that you have raised. I would urge you to contact our Patient, Advice and Liaison Service on 01708 435 454 or by email, bhrut.pals@nhs.net, so that we can address the concerns that you have raised directly with you and try to resolve these. Once again, thank you for taking the time to make us aware of your experience.
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Review titled Very Bad EPU
Rated 1 star out of 5
by Anonymous - Posted on 19 January 2024
In relation to my various visits to the EPU in the year 2023, experiencing pregnancy treatment. Every time I visited EPU in 2023, the wait times we were warned about were 5-6 hours long. While grieving my pregnancy loss in summer, I had to endure gruelling waits and choose between sitting on floor (where I had seen mice running around) or standing. One time that summer I had to wait all day, to be told at 5pm there was no longer a doctor there to scan me, and to go home. If you are visiting on your own, it is hard to get food/water during that wait time – you do not know when you will be called and the vending machine is often broken. If you visit with a partner, you know that not only are you spending up to five-six hours of your time waiting, but they are wasting their vacation days or sick leave as well. When I visited over winter, staff were unaware of my history despite having my notes, and seemed to be under the impression that my third miscarriage was a continuation of my second. They also seemed extremely unsure about the process for genetic testing of miscarriage product: collecting my own miscarriage product (on doctor’s orders) and wandering around the hospital trying to find someone to take it for testing is a genuinely traumatic experience I do not want to repeat. The competence of the EPU staff ought to be something we can have faith in, as parents, - as I have said, the lives of ourselves and our future children are in the balance - but nothing I have seen there reassures me of their competence. At the end of the day, if you need to go to the EPU you are often grieving a loss or anxious about the same. The staff and hospital should not be the most unpleasant part of the experience. I know the NHS is suffering under government cuts but Queens’ EPU seems to be suffering the most. It is criminally understaffed and underfunded.
Visited Maternity services on August 2023
Review titled Queen's Hospital
Replied on 02 February 2024
Thank you for taking the time to make us aware of your experience, I am so sorry to hear the concerns that you have raised. I would urge you to contact our Patient, Advice and Liaison Service on 01708 435 454 or by email, bhrut.pals@nhs.net, so that they can address the concerns that you have raised directly with you and try to resolve these. Once again, thank you for taking the time to make us aware of your experience.
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Review titled Poor Patient Experience
Rated 1 star out of 5
by Anonymous - Posted on 23 July 2023
I attended Queens UTC at 11am with excruciating abdominal pain. No ‘fast tracking’ of those like me who were obviously in a great deal of pain, from the queue; just wait your turn. No degree of urgency expressed by the member of staff who took my details and ‘nothing’ entered on my form regarding my severe pain. I was sent to another area for bloods & urine … member of staff there didn’t take either and told me I didn’t need them! Sent me back to waiting area. The pain became even worse and after an hour I approached original staff member for painkillers; he simply shrugged his shoulders and mumbled that they should have taken tests! He filled out another form, this time marking the check-box regarding pain and sent me on a journey through the hospital to A&E Rafting. No guidance or assistance; no wheelchair. The route is so torturous, I was doubled up in pain and managed get lost on the way; ‘wayfinding’ is appalling! Arrived at A&E Rafting and waited another 1.5 hours before being seen and another hour before pain relief administered. No urgency expressed at any time. No compassion and a distinct lack of communication. At one point my name was called and as I tried to get up, the doctor walked off so quickly that when I did catch up with him he had turned his attention to someone else, and I was told to sit down; waited another hour to be seen. Finally seen by a doctor some 4 hours after arriving, who directed my bloods to be taken … which should have happened within the first hour of arrival! Sent to another area for processing. More waiting. Finally saw another doctor for another discussion and so it went on and on and on. Finally discharged in pain with no meds and a prescription to find a chemist at 7:30pm. No treatment. Observation: Medical staff spent minimal time communicating with patients; in dire need of information, compassion and reassurance that they would be dealt with humanely. After 8 and a half hours I feel totally let down and quite frightened at becoming ill if that’s the way I will be processed. I will definitely not be attending Queens, Romford.
Visited General Medicine on July 2023
Review titled Queen's Hospital
Replied on 10 August 2023
Thank you for taking the time to make us aware of your experience, I am so sorry to hear the concerns that you have raised. I would urge you to contact our Patient, Advice and Liaison Service on 01708 435 454 or by email, bhrut.pals@nhs.net, so that we can address the concerns that you have raised directly with you and try to resolve these. Once again, thank you for taking the time to make us aware of your experience. Kind Regards Ruth Green Lead Nurse for Acute & Emergency Medicine
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Review titled i cannot find a reference to the xray dept on your site
Rated 3 stars out of 5
by John Hood - Posted on 12 July 2023
I cannot trace any reference to the xray or perhaps the radiology department. All want to know is when is it open for walk in patients
Visited Don't know on July 2023
Review titled Queen's Hospital
Replied on 21 July 2023
Thank you for taking the time to make us aware of your experience, I am so sorry to hear the concerns that you have raised. I would urge you to contact our Patient, Advice and Liaison Service on 01708 435 454 or by email, bhrut.pals@nhs.net, so that we can address the concerns that you have raised directly with you and try to resolve these. Once again, thank you for taking the time to make us aware of your experience.
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Review titled Thorough and Efficient
Rated 5 stars out of 5
by Graham Lawrenson - Posted on 01 August 2023
Once as an emergency and once as a follow up. The Doctors were great and the support staff very helpful too. From my outside view it seems well run and functioning unit and despite a bit of a wait on follow up, it was a positive experience. If all the NHS was like this I wouldn’t have any complaint at all.
Visited Ophthalmology on July 2023
Review titled Queen's Hospital
Replied on 10 August 2023
Thank you so much for your kind words. It is wonderful to hear you have had such a positive experience. I will ensure your feedback is passed onto the team so that they know what a fantastic job they are doing. Thank you for taking the time to leave your feedback as this is very important to us. Kind Regards Ruth Green Lead Nurse for Acute & Emergency Medicine
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Review titled Waiting for operation but no idea what is happening
Rated 1 star out of 5
by Anonymous - Posted on 19 July 2023
Queens hospital Romford is giving me a very poor service. My appointments have been cancelled and delayed; the communication about when it is to be rescheduled for is non-existent. When I try to contact them, the phones are often not answered. I need this operation and am now thinking I will have to find some money to private.
Visited Gastrointestinal and Liver services on July 2023
Review titled Queen's Hospital
Replied on 21 July 2023
Thank you for taking the time to make us aware of your experience, I am so sorry to hear the concerns that you have raised. I would urge you to contact our Patient, Advice and Liaison Service on 01708 435 454 or by email, bhrut.pals@nhs.net, so that we can address the concerns that you have raised directly with you and try to resolve these. Once again, thank you for taking the time to make us aware of your experience.
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Review titled Uncaring Reception Staff
Rated 2 stars out of 5
by Anonymous - Posted on 08 July 2023
A dear old lady arrived half carried by her daughter I searched the area for a wheelchair there were none. In desperation we carried her through at about 8.30 pm. No-one around to help we grabbed a swivel chair to seat her before she collapsed. Reception security approached asked him to help. All he did was insist she got off the chair and give it back to him. I told him his behavior was outrageously bad and found a wheelchair in the car park for the sick lady. Her daughter was most grateful. Meanwhile a couple of guards loitered out the front. No sign of them collecting the chairs as part of their role. That would be way too obvious and helpful. Queens you can do better than this.
Visited Don't know on July 2023
Review titled Queen's Hospital
Replied on 20 July 2023
Thank you for making us aware of your experience, the urgent care service is outsourced by another NHS Provider PELC they can be contacted by either pelc.feedback@nhs.net or via email www.pelc.nhs.uk.
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Review titled Outpatients- terrible customer service
Rated 3 stars out of 5
by Anonymous - Posted on 10 July 2023
I visited team 4 on 03.07.2023 appointment 3.30 didn't get seen until 5.00 (and was out by 5.05) Sadly this is usual for this clinic,they clearly overbook,the lady next to me had the exact same time as me,same doctor. I appreciate it's a problem because of non attenders,and backlogs but the current situation is just not fair on people and needs to be looked at.The problem starts as soon as you book in,there were not enough seats in the waiting area,the display board for team 4 is located where 98% of people can't see it. The one for team 3 (telling you waiting times) is clearly displayed. It's a good idea but tucked away where you can't see - useless. Also the nurse comes round to call you,it's pot luck if you get someone who speaks loud and clear,several just whispered,what is going on. Also why can't someone, one of the nurses,tell the waiting people what is going on. Nobody was blaming the staff obviously but better communication and Customer service would have been appreciated.
Visited Orthopaedics on July 2023
Review titled Queen's Hospital
Replied on 08 August 2023
Thank you for taking the time to make us aware of your experience, I am so sorry to hear the concerns that you have raised. I would urge you to contact our Patient, Advice and Liaison Service on 01708 435 454 or by email, bhrut.pals@nhs.net, so that we can address the concerns that you have raised directly with you and try to resolve these. Once again, thank you for taking the time to make us aware of your experience.
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Review titled No wheelchairs
Rated 3 stars out of 5
by Mrs Cristina K Cook - Posted on 15 July 2023
Arrived with my 14 year old daughter who had injured her knee. No wheelchairs in sight, I asked at reception who pointed to the carpark vaguely and said they would be in carpark. I spent the next 20 minutes while my daughter was in a lot of pain looking for non existent wheelchairs, in the end it took my poor daughter over half an hour to hop on one leg into the hospital reception area. Two nurses had passed us at this point who had kindly waited with my daughter while I searched for wheelchairs. I went back to reception and the lady reluctantly phoned a porter while warning me it could be up to an hour for a wheelchair. In less than 5 minutes a porter arrived with a wheelchair. Once we were in waiting area I had another lady ask me where I got a wheelchair from as she couldn't find one for her elderly mother in law and she was stuck in the car waiting for treatment. Also disgustingly I saw a very ill teenager being half carried into the triage area for children by I'm assuming a parent and sister as they should have been able to be in a wheelchair, this child should have been in a wheelchair. This is not good enough service!
Visited Children's & Adolescent Services on July 2023
Review titled Queen's Hospital
Replied on 21 July 2023
Thank you for taking the time to make us aware of your experience, I am so sorry to hear the concerns that you have raised. I would urge you to contact our Patient, Advice and Liaison Service on 01708 435 454 or by email, bhrut.pals@nhs.net, so that we can address the concerns that you have raised directly with you and try to resolve these. Once again, thank you for taking the time to make us aware of your experience.
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Review titled Communication needs improving
Rated 4 stars out of 5
by Anonymous - Posted on 08 August 2023
My daughter and I was booked in to see the consultant at Queens hospital within the fracture clinic. Before being seen by the consultant a nurse approached us to tell me that my daughter needed a CT scan. I asked her why and she said it’s been requested by the consultant and took us round to the department! I was really upset and confused and no one discussed this with me and the reasoning behind the CT scan. As a professional myself it was a blur I knew my daughter needed the CT scan due to her condition but to have been spoken to and informed would have really reduced my anxiety and stress. I felt very overwhelmed. When we was reviewed by the consultant he was great and informative however, there must have been about four different people knocking coming in and just standing there (I think doctors) but they didn’t even introduce themselves and there was a constant rotation of this happening. I was trying to listen to the doctor but they kept knocking coming in and just standing there! Some common courtesy goes along way to introduce yourself when you come into the room and just stand there. Communication is key
Visited Orthopaedics on July 2023
Review titled Queen's Hospital
Replied on 20 October 2023
Thank you for taking the time to make us aware of your experience, I am so sorry to hear the concerns that you have raised. I would urge you to contact our Patient, Advice and Liaison Service on 01708 435 454 or by email, bhrut.pals@nhs.net, so that we can address the concerns that you have raised directly with you and try to resolve these. Once again, thank you for taking the time to make us aware of your experience.
Information supplied by Barking, Havering and Redbridge University Hospitals NHS Trust