"A & E Dept"

About: Queen's Hospital (Romford)

I had the unfortunate experience of having to go to A&E in the morning.

I was referred to the "urgent care unit". I was appalled to see patients waiting to be seen having to sit on windowsills and on the floor as there was no seats available. It was like turning a corner and seeing a third world scenario. The floor was filthy and when a patient brought it to the attention of the 2 security chaps, his concerns were literally ignored. There was a substance on the door which did not look very hygienic.

After waiting in pain for more than 3:5 hrs I was advised to go to Team 5 by the Dr that I saw. I went to Team 5 only to find that it is not open on Mondays ! I was extremely angry and concerned that Dr's are not aware of the correct information to give patients. I then made a frantic journey to Upney Hosp whereby the staff there were second to none and gave me all the treatment and care that I needed - totally different experience ! Congratulations to Upney - poor poor service Queens

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 and for providing us with your feedback, I was very sorry to read the concerns that you have raised. I will ensure your feedback is passed on to the Matron for the Emergency Department.

With regards to your feedback regarding the cleanliness of the waiting area, I will ensure this is passed onto our Estates and Facilities Team. If you would like to discuss your concerns 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

Nadeem Moghal

Medical Director

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