"Effective system, good attitude to customer care,..."
About: Queen's Hospital (Romford) Queen's Hospital (Romford) Romford RM7 0AG
What I liked
The system from outpatients, to referral and inpatient treatment was efficient and clear. All clinic and admins staff extremely professional and accommodating.
Nursing staff on ward were professional in their manner and approach. Always friendly, approachable and happy to help Good attention to detail.
Theatre staff very friendly and professional.
Consultant friendly and approachable.
All staff communication was clear, effective and professional.
What could be improved
Consultant needed to be approached for detailed information. Maybe he had time constraints, but I felt he could have appeared to have made time to discuss more fully the procedure and outcomes without needing to be prompted.
Follow up out patient appointment was misread as 6 months instead of 6 weeks, so when letter received it had to be re-booked. Apparently this is not an isolated incident. The issue was dealt with very professionally. Perhaps checks need to be made to ensure staff read the follow up instructions correctly in relation to the procedure . ? simple error of misreading 6/52 for 6/12.
Overall the experience was one which inspired confidence in the system, the care and the staff.
My pre -admission test results were lost, requiring a further visit to the hospital. I was impressed that this was picked up prior to admission and the repeat tests performed in a timely and accommodating manner. So often test results are lost and no action taken, resulting a a lot of time wasting and anxiety.