About: Queen's Hospital (Romford)

Three different phone numbers to reach the same person, one in information booklet sent with appointment letter, one on poster in reception and one given by consultant.

Make your mind up, which one is correct?

How long should a patient wait for first appointment after initial referral from GP?

Is six weeks acceptable?

Does this meet NHS guidelines?

Why did person doing weight and height leave door wide open onto corridor for patient yet others had door closed?

No dignity.

No information given about different types of treatment available and why the one told will be given has been decided upon by consultant.

Where is patient choice?

Consent form offered without offering patient time to research, discuss and choose.

No letter given to take to reception at end of appointment as is written in information booklet.

No information about actual procedure given in writing to help patient understand what will happen.

No continuity of care after treatment, sharing oncologist appointment with alternate urologist appointment , so who know when appointment will be to follow on and monitor patient's progress.

To wait six months to see oncologist again -is this acceptable?

Certainly not reassuring.

To be told could be seen one or two months goes against your hospital trust's code of practice that a patient leaves the appointment knowing when their next appointment will be.

No oncology CNS - have to speak to existing urology CNS.

These are predominantly unavailable and do not return phone calls (already complained about this). Urology CNS are based in KGH, how will they, if they ever bother to get back to you, know what is happening in oncology/radiotherapy in Queens?

Sister sitting in on appointment could have made it less apparent how bored they were, yawning with mouth open and shuffling.

Their unhelpful comments based on a lack of knowledge of patient's previous experiences were demeaning and belittling.

Consultant patronised patient using words like waterworks. Also asked questions that had no connection to appointment without explaining why they were asking.

No explanation of why listed side effects occurr, just that they might do.

Not helpful.

Incomplete list of side effects given verbally, nothing in writing.

A limited tick list of side effects is not enough.

Not everyone can access Internet to find information that should have been given in first appointment.

Sitting in corridor outside office with at least two staff discussing patients and their appointments and treatments and no attempt to keep personal information confidential.

Disabled parking is not free, have to pay flat fee of £2.

Why has concession been removed?

Story from NHS Choices

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Response from Queen's Hospital

Thank you for taking the time to make us aware of your experience, I was very sorry to read of your experience. You have raised a lot of concerns in your feedback and we would like to address these with you. If you would like to discuss this further, you can contact our Patient Advice and Liaison Service, who will be happy to assist you in any way they can to try to resolve your concerns. The PALS team can be contacted on 01708 435 454, or by email PALS@bhrhospitals.nhs.uk.

Yours sincerely

Dr Nadeem Moghal

Medical Director

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful