"Worse experience and customer care"

About: Queen's Hospital (Romford)

I first went to A& E where I was seen relatively quickly. I went back to A & E the next day due the same conditon. This time I was referred to a room in a ward where I had to wait over 7 hours for a consultant to examine me, only to be told that they will book me in for the Hot Clinic. I then went to the Hot clinic and was referred to have a colonoscopy scan urgently. I did not receive any appointments following the hot clinic and had to follow up and call to remind them that I need to have a colonosopy. I was told to wait one month for the results and an appointment will be made with outpatients with a consultant. I have been been trying for several times to get the results of my colonoscopy report and to find out when I will get an appointment. I ring the main switchboard number 01708 4350000 and I am transferred to 5 different people who all tell me that "you have come through to the wrong department" I did not ask to be transferred to that specific department as the person on the phone had transferred me. Furthermore the people on the phone are rude and not helpful. I ask for a specific number for a department and they tell me "I don't know, I don't work for that department" or "I do not work for the man".  What kind of attitude and service is this?!

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Response from Queen's Hospital

We’re sorry that you had a long wait when you came back to our hospital for the second time. We are also sorry that you had trouble using our switchboard; your experience does not sound acceptable, especially if our staff were rude to you. To be able to look into this, we need you to provide us with further details. Please contact us via our PALS team on 01708 435 454 or email PALS@bhrhospitals.nhs.uk so we are able to investigate this for you. Yours sincerely, Steve Russell and Stephen Burgess Deputy Chief Executive and Medical Director

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