"Some of the nurses/doctors/admin ..."

About: Queen's Hospital (Romford)

(as the patient),

What I liked

Some of the nurses/doctors/admin were helpful and polite.

What could be improved

The design of the place is atrocious. Hardly any windows and poor air conditioning. Areas requiring wider corridors i.e. fracture clinic are narrow. Changing rooms built in the waiting rooms (i.e. skin clinic) are now used as storage as they were put in an inappropriate place. Long meandering identical corridors. Radiologist unable to move between adult and child dental areas. Hand written signs have had to be sellotaped up as the "designed" ones were unclear. Smell of stale toast and coffee throughout reception as the hospital appears to have been built around the restaurants!

Poor organisation. Notes, tests and results regularly lost. Other peoples paperwork put in wrong files and acted upon! Appointments often changed i.e. cancelled every 6 weeks, so that they appear to meet government targets. Poor appointment system and appointment books not opened so that the system could work. CEO who appears incapable of understanding basic call centre/appointments working and/or disinterested in his budget or service. Huge amount of triple and quadruple handling and other costs here, along with a huge amount of frustration for all involved.

Certain of the staff are blatantly rude

Fire alarm systems that go off regularly (from restaurants or people smoking normally). These also trap people in the lift areas as the lifts won't work and you are unable to get out of the lift lobby without a passcard!

This place is a nightmare. I've been involved with dermatology, neurology, radiology, fracture clinic, dental, physiotherapy etc. All areas seem to have the same design and disorganisation problems. All the staff seem to agree that the air conditioning and lack of natural light lead to a very tiring atmosphere that makes them feel unwell.

I can only imagine that the designer was related to someone important.

Anything else?

Various of the people I have seen have struggled against the system, against the design and against the disorganisation to try and provide a reasonable, helpful and friendly level of service. They shouldn't have to.

Others just go along with the poor standard and have no thought or consideration for the patient.

Story from NHS Choices

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