"Exceptional service from two departments in one..."

About: Queen's Hospital (Romford)

* please note, cannot fill in category below correctly as I visited two departments, radiology and ENT...however.... Queens Hospital, Romford, staff have provided exceptional service on many occasions to members of my direct and extended families. In the last seven days I experienced it again first hand. First, the ENT staff were caring, kind and considerate in dealing with my hearing test and consultation. They gave advice, concern and care...with a smile. There is always very little waiting, and the department is spotless. For over 20 years now I have been experiencing bad headaches and the condition is manageable, but having recently been diagnosed with an uneractive thyroid which is making life a bit more difficult, the headaches have also increased in intensity. It has taken me six months to get a referal for an MRI scan from my GP, but I finally got one and after phoning up as instructed to book the test, I got an apology from the clinic saying I had to bring the letter in for an appointment to be arranged. No problem, I did, but was a little disappointed to be told there might be a wait of two to three months. I received an appointment for few weeks later - at 10.40pm. An initiative designed to cut waiting times, I suspect, and a good one. I was prepared for the visit and then to my amazement received a call on the day (yesterday) asking me if I would like to come in three hours earlier. I did. Got seen by reception at 7.40pm a minute after I got there, and was having the scan five minutes later. All the staff were exceptionally helpful and professional and I was home by 8.35pm! Thank you

Story from NHS Choices

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Response from Queen's Hospital

I'm so pleased our staff treated you so well, and that you were able to be seen earlier than anticipated. We are making use of our scanners during the evening as well as in the day to reduce waiting times for our patients Thank you for taking the time to share your story on NHS Choices.

Yours sincerely

Wendy Matthews Interim Chief Nurse

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