"awful mentally distressing experience"

About: Queen's Hospital (Romford)

What I liked

Queens hospital looks nice from outside and is quiet clean.

What could be improved

Mnagement of hospital, training to nurses as to how to deal with patients, need more staff ans nurses who are working there are under lot of stress which they take out on their patients, should provide alterantive hospital arrangements for tests or surgery they cancel themselves, especially if the aptients been aiitng for a long time so they won't have to wait double the time due to hospital deciding to cancel their appointments.

Anything else?

sadly its very badly managed, they keep cancelling your appointments. Iv had experience mostly with Gnaecology/fertility department but even radiology department mess up with your appointments. Twice my appointments have been cancelled. I had a sugery apppintment cancelled and moved to another 3 months wait while Im suffering in pain.

Most nurses are very cold and unsympathetiv towards your problems, they don't respond to your emails most of the times and provide no moral support. Also their PALS department starts ignoring your complaint after a while so basically I dont think that PALS department are really there for making life easier for patients, they don't take matters very seriously and ignore your concerns unless it suits them to reply back.

Story from NHS Choices

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Response from Queen's Hospital

Dear Anonymous,

Thank you for taking the time to share your comments about your experience at Queens Hospital. I was sorry to learn of your concerns.

I have passed this onto Jackie Greenwood, Out Patient Appointment Systems Manager and asked for a review of cancelled appointments and operations, as I appreciate the effort people make to ensure they are available and the disruption cancellations cause.

Should you wish to discuss this matter further please contact a member of the Patient Advice & Liaison Service (PALS) on 01708 435454 or email PALS@bhrhospitals.nhs.uk.

Yours sincerely,

Flo Panel-Coates

Director of Nursing

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