Queen's Hospital
Rom Valley Way, Romford, Essex, RM7 0AGContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Positive experience - thyroid removal
Rated 5 stars out of 5
by Claire - Posted on 12 October 2024
From walking in till waking out of day surgery my experience for thyroid removal was a very positive experience. Every member of staff made me feel safe, cared for, had patience and I felt no pain whilst the nurses took out cannulas, neck drain and blood tests. They made me feel happy to be there during a challenging time. 2 nights stay. The rooms were clean and I felt the team of nurses both day and night brang joy to the space with there team spirit and giggles of laughter that brought comfort to the atmosphere. I've done nights shifts myself and understand how hard it is working on minimal sleep. They deserve more credit. I appreciate the surgeon doing a fantastic job although all the job couldn't be completed, I understand he took care to looking for other routes and not rushing. I'm still in process of my cancer journey and have faith that I'm in the right hands.
Visited Ear, Nose & Throat on October 2024
Review titled Queen's Hospital
Replied on 02 December 2024
Thank you so much for your kind words. It is wonderful to hear you have had such a positive experience. I will ensure that your feedback is passed onto the team so that they know what a fantastic job they are doing, we do try and put our patients first in everything we do. Thank you for taking the time to leave your feedback as this is very important to us. Kind Regards Liam Edwards, Director of Nursing for Surgery, Anaesthetics and Critical Care Surgery.
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Review titled Too many people, not enough staff
Rated 3 stars out of 5
by Ruth - Posted on 10 October 2024
It's always a bit rough in the accident and emergency department, and you know you are in for a long wait. I was booked in at 10.45am, seen and triaged within a few minutes. I saw a doctor fairly quickly, had x rays, saw the doctor again and had more x rays. Then nothing for three hours until I was called to see another doctor and sent for another scan. I was then completely ignored from 5.30pm until 3.30am, apart from one nurse who decided she didn't want people sitting in the more comfortable chairs and made almost everyone leave. After sitting on a windowsill in a corridor for several hours I was admitted to a ward, although nobody seemed too sure why or what was going to happen to me. Most of the staff are really nice and try really hard, but there is no communication. It can be quite frightening being in the accident and emergency department, and better information would be really nice.
Visited Accident and emergency services on September 2024
Review titled Queen's Hospital
Replied on 02 December 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 again 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 Poor service & communication
Rated 1 star out of 5
by Emz - Posted on 13 September 2024
Phoned 111 and was told urgent care centre can deal with a cast needing to be removed due to severe swelling. Upon arriving at the hospital and going urgent care centre we waited 3 hours to be told they don’t have the equipment to remove the cast and sent us back to urgent care centre to have the cast removed. When back in urgent care centre I asked the nurse why she sent us A&E and wasted 3 hours of ours and the A&E staffs time , she proceeded to tell me she sent us to A&E because the patient was in pain. This was ridiculous , surely the reason anyone comes to A&E or urgent care is because they are in pain. On arrival we clearly explained all we needed was the cast to be removed , 111 had advised this. I’m unsure as to whether the nurse knew what should be done in this situation , this poor justification for their decision led to the patient being in pain unnecessarily for 3 extra hours & also the A&E staffs time being wasted when it could have been used on someone else. Service was very poor with no urgency.
Visited Accident and emergency services on September 2024
Review titled Queen's Hospital
Replied on 17 September 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 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 PALS & Complaints Team, BHRUT.
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Review titled Saved my daughter
Rated 5 stars out of 5
by Charlotte - Posted on 28 September 2024
My daughter had been very sick for 3/4 days, her dad rang 111 and they were absolutely useless. Saying to keep her at home and monitor her. Little did we know that she would go downhill very very quickly and need to be rushed to a&e straight away. Everyone was so amazing and helpful and helped her get what she needed straight away. They were all so caring and I’ve never been more scared in my life, they talked us through everything going on and basically saved her life. I want to say the biggest thank you in the world to the amazing doctors and nurses that cared for her. She is home now and recovering amazingly. I can’t thank all the team enough for saving her
Visited Children's & Adolescent Services on September 2024
Review titled Queen's Hospital
Replied on 02 December 2024
Thank you so much for your kind words. It is wonderful to hear you have had such a positive experience. I will ensure that your feedback is passed onto the team so that they know what a fantastic job they are doing, we do try and put our patients first in everything we do. Thank you for taking the time to leave your feedback as this is very important to us. Kind Regards Ruth Green, Clinical Group Director of Nursing, Frailty, Acute Medicine and Emergency (FAME)
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Review titled Does anyone work here?
Rated 1 star out of 5
by Charlene - Posted on 05 August 2024
It seems there is no operators on duty at this hospital. Whenever I call the phone is ringing endlessly, nobody answers! I arranged transport with the hospital for my bed bound mother to be collected for her appointment. No one came to collect her, so she missed her appointment. Can’t get through to them to see what happened, or to reschedule.
Visited Don't know on August 2024
Review titled Queen's Hospital
Replied on 23 August 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 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 Unacceptable
Rated 2 stars out of 5
by Anonymous - Posted on 20 August 2024
My son was originally put on the waiting list to see a neurologist in May 2023 , we waited until January 2024 for an appointment , he had various tests and we heard nothing , I had to telephone stating we were still waiting for the results which were then sent to us . He finally got a follow up appointment for today 20th August and when we attended we were told that it had been cancelled and a letter had been sent . No letters emails or messsges were sent to us informing us of the cancellation . After spending this morning trying to get through to a secretary I’ve been informed that sorry you should have received a letter and we now have to wait a further 2 months for a new appointment . This really is an acceptable way to treat people and you have no choice but to accept it . Disgraceful .
Visited Neurology on August 2024
Review titled Queen's Hospital
Replied on 06 September 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 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 PALS & Complaints Team BHRUT.
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Review titled a/e and sdec departments where shocking
Rated 1 star out of 5
by Kevin Bath - Posted on 08 August 2024
Experience was terrible was sent by Local GP with a referral letter to go to straight A/E the first Doctor who saw me in A/E said I had a suspected inner ear stroke wanted me to have a CAT scan after a 9hr wait in A/E to have a scan when I asked when I will have the scan the sister on duty told me no one requested it !!! So I discharged my self at 1.00 in the morning only to get a call at 9.30 that morning asking if I am still here after I filled all the discharge papers !!! Total chaos
Visited Accident and emergency services on August 2024
Review titled Queen's Hospital
Replied on 30 August 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 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, Clinical Group Director of Nursing, Frailty, Acute Medicine and Emergency (FAME)
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Review titled Horrible wating time and horrible staff
Rated 1 star out of 5
by All - Posted on 29 August 2024
My brother went in coz he was extremely sick he was vomiting all night had diarrhea. He had pains near his heart and had a bad headache and said it felt like pressure on his head as well. We were there from about 7ish in the evening g and didn't get out till about 3:30 am just for them to had done a ecg and his blood pressure and they forgot to log him into the system. Then we were told after they finally logged him in it was gonna be another 12 hour wait for the blood test so God know how long it would have been for all the other test. He was told to leave and come back the next day he did and they just told him to leave coz it was just his head killing him same headache and same pressure as well and said its not that big of a deal.( the hospital was empty so don't know why we were waiting for so long)
Visited Accident and emergency services on August 2024
Review titled Queen's Hospital
Replied on 06 September 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 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, Clinical Group Director of Nursing, Frailty, Acute Medicine and Emergency (FAME)
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Review titled Poor communication
Rated 2 stars out of 5
by Anonymous - Posted on 16 August 2024
Was moved from 3 different areas, it took 3 hours 30 minutes for my blood test results to come back. Was told I was being giving antibiotics, I was then given different antibiotics than originally mentioned due to not being in stock. I had been given painkillers, when asking for more after 4 hours, I was told no it’s okay the doctor is looking at your paperwork now he’ll give you some, he then give me exactly what I had asked for, but an hour later.
Visited Accident and emergency services on August 2024
Review titled Queen's Hospital
Replied on 23 August 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 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 Exceptional consideration and care
Rated 5 stars out of 5
by Tanya Barry - Posted on 16 August 2024
My mum was having a test yesterday that was quite invasive and she was so nervous when she went in. When she came out she was so impressed with the understanding and consideration that she was given she asked me to review it for her. Thank you
Visited Gastrointestinal and Liver services on August 2024
Review titled Queen's Hospital
Replied on 23 August 2024
Thank you so much for your kind words. It is wonderful to hear you have had such a positive experience. I will ensure that your feedback is passed onto the team so that they know what a fantastic job they are doing, we do try and put our patients first in everything we do. Thank you for taking the time to leave your feedback and as this is very important to us. Kind Regards PALS & Complaints Team.
Information supplied by Barking, Havering and Redbridge University Hospitals NHS Trust