"Poor at best"

About: Queen's Hospital (Romford)

My Daughter aged 7 had a hideous lump in her face which was being treated as a dental abscess, the size and pain got worse and I rang 111 for assistance I was booked a GP appointment at Queens and told to arrive promptly at 5pm we were seen at about 8pm by a GP with very poor communication skills (also a locum) and even wrose patient skills, he poked an prodded my daughter and assured me nothing was wrong. I felt dissatisfied and asked for another opinion (as he had clearly told me 3+ times he didnt know anything about mouth or facial issues!?!) he told me i was hysterical and stupid. I was very firm and told him I would not leave until someone who knew more about facial problems came to see my daughter. At 10:30 pm a maxillofacial surgeon ( Very good fantastic Dr) came to see her and explained that she had a abscess in her sinus and needed immediate surgery before any damage would happen to her eye (as it was starting to pop out of her socket with the building pressure) she was asked to come back at 6am on a Sunday for emergency surgery. The treatment from here on out was much better but I later found out that the GP had referred my daughter due to her hysterical mother (which is now on her medical records for life) even though I was right to push for a second opinion. They also misdignosed my daughter later in the same year as having a broken femur when she in fact broken her clavicle pretty large differnece between a leg and a collar bone, and even though we had an appointment with a orthopedic surgeon (as my GP had rang to let them know we were coming as she broke it whilst on holiday in Africa and had already traveled 1100+ miles with the injury) The secretary would not allow us to go through and instead kept us waiting for over 2 hours, the surgeon eventually came to find us and had a screaming match with the secretary after i explained that she had refused to let us in. 2 weeks later when having a check up on the progress of her break we were kept waiting for 9 hours after they forgot to check us in and then stuck us in a side corridor even though i repeatedly asked nurses and other staff what was happening. During all my daughters waits to be seen by someone who was actually tarined in that field she was offered no pain killers, water or food, the most basic of human right which each even prisoners are entitled to. To leave Ill paitient for several plus hours without water, pain relief or comfort is shameful! This hospital treats it paitents as dogs, the admin staff are rude, unhelpful and spiteful. The nurses are over worked and lack common decency or any sense of sympathy, the cleanliness is dusgusting at best.

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Response from Queen's Hospital

Thank you for leaving your comment on NHS Choices. Much of what you have said sounds totally unacceptable, and I am concerned about how you and your daughter were treated whilst visiting hospital. I would like to investigate this and to be able to do so, I need more details. Please contact me through our PALS team on 01708 435 454 or email PALS@bhrhospitals.nhs.uk. Yours sincerely, Stephen Burgess Medical Director

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