Whipps Cross Hospital
Whipps Cross Road, London, E11 1NRContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Needs people skills training
Rated 3 stars out of 5
by Anonymous - Posted on 18 October 2023
I came to see a Dermotologist last Thursday. He was really nice but the nurse/person with him was really rude. I came on hospital transport which was late picking me up, despite me being ready 2 hrs before my pick up time, then there was a disagreement over my wheelchair which made us even later. At the hospital I was made to feel they were doing me a favour seeing me, and this nurse/person obviously wanted to get home because she was trying to drag me out of the consulting room in the wheelchair whilst I was trying to ask questions. I was then dragged backwards in the wheelchair through swing doors to where I wait for transport home. It was not my fault I was late for the appointment and she shouldn't take it out on patients
Visited Dermatology on October 2023
Review titled Whipps Cross Hospital
Replied on 20 October 2023
Dear patient, Thank you for taking time to contact us with feedback following your visit to Whipps Cross Hospital. We were very disappointed to learn that your experience did not match the expectation you had of us. We would welcome the opportunity to look into the concern you have raised and provide feedback as appropriate. Should you wish for this to happen, please liaise with the PALS Team on site who will be happy to assist you further. They can be contacted on Tel. No 0208 535 6438 or via email to wxpals.bartshealth@nhs.net
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Review titled bad but with a miracle
Rated 3 stars out of 5
by Doreen - Posted on 25 October 2023
Hi i've been in A&E last september for 8 hours in the waiting area, all night, none came to asked me or offer me a hot drink or food. i was with no money. By 8 am one staff in green scrub from another departement, think UTC, he was buy his coffee at vending machine, i asked him to buy one hot drink for me, because i was frustrated and tired, this member of staff paid for me the hot drink, and i will be always greatful. We need more staff like this staff
Visited Accident and emergency services on September 2023
Review titled Whipps Cross Hospital
Replied on 26 October 2023
Dear Doreen, Thank you for taking time to contact us with feedback following your visit to Whipps Cross Hospital. We were very disappointed to learn that your experience did not match the expectation you had of us. We would welcome the opportunity to look into the concern you have raised and provide feedback as appropriate. Should you wish for this to happen, please liaise with the PALS Team on site who will be happy to assist you further. They can be contacted on Tel. No 0208 535 6438 or via email to wxpals.bartshealth@nhs.net. We are glad to hear that you had support from a staff member who offered you help and we also value this feedback. Kind regards Central Complaints Team
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Review titled Incompetence
Rated 2 stars out of 5
by Anonymous - Posted on 18 September 2023
Asked me to have a blood test so I had it on the same day. Based on the blood test was told I’ll be on methotrexate however my next appt is now in December - 3 months after my bloods! What is the point of that? Couldn’t you have informed me to take the medication by phone or given me an earlier appt? What incompetence
Visited Dermatology on September 2023
Review titled Whipps Cross Hospital
Replied on 21 September 2023
Dear Patient Thank you for taking the time to share your feedback about your recent experience, from which we are sorry that on this occasion the standard has fallen short of what you would have expected from us at Whipps Cross University Hospital. We would welcome the opportunity to have this looked into further and if you would for this to happen, you can contact the Access Resolution Issues Service (AIRS) who will be able to liaise with the service regarding your appointment. This can be done via email address BHNT.AIRS@nhs.net; please ensure that you include your details i.e., full name, hospital, or NHS number etc., mobile/telephone number and details of the service. Alternatively, you can call them on Tel. No. 0207 767 3205 / 0345 60 299 06 (Mon-Fri 08:30-17:00 Excl. Bank Holidays) Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Very bad
Rated 1 star out of 5
by Alba Marina Vasquez Feliz - Posted on 14 September 2023
Yesterday I went to the emergency room because I broke my foot like that out of nowhere and I arrived around 6.30 pm and left around 12 am with nothing since they told me to exercise as always, claiming that I had nothing and that the pain could be due to lack of exercise and All of this, my foot and insole have been super swollen since Friday and I can't walk yesterday I had to take my neighbor's crutches to be able to walk a little, I can't take the kids to school or go to the university, much less go to work thanks to that they do not pay attention to me, however, a nurse told one of the workers to find me a chair since she saw that I could not walk, so he continued watching video on his phone as if they were not talking to him, for me it is him. worst service in the world
Visited Don't know on September 2023
Review titled Whipps Cross Hospital
Replied on 14 September 2023
Dear Alba Marina Vasquez Feliz, Thank you for taking time to contact us with feedback about your experience at Whipps Cross Hospital. We were very disappointed to hear about your experience. We would welcome the opportunity to look into the concern you have raised and provide feedback as appropriate. Should you wish for this to happen, please liaise with the PALS Team on site who will be happy to assist you further. They can be contacted on Tel. No 0208 535 6438 or via email to wxpal.bartshealth@nhs.net Kind regards Central Complaints Team
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Review titled They really don't want patients contacting them
Rated 1 star out of 5
by Darcy O'Bree - Posted on 08 September 2023
Been trying for weeks to organise appointment for a procedure. They can't agree on what the procedure actually is; endoscopy or colonoscopy. Can't agree on which hospital should do it. Can't agree on whether the pre-op assessment should be in-person or on the phone. Can't keep the appointment once it's made, which then forces the procedure to be rescheduled. When I try to clarify the confusion and phone one of the six numbers they've provided, none of them ever answer. When I phone hospital switchboard they say "Don't bother phoning them, they never answer, not even to us. They will phone you when it's convenient for them or when you miss your appointment." This is a major red flag, and frankly, I don't want such a disorganised department operating on me. I'm going to ask my GP to refer me to another hospital.
Visited Colorectal cancer services on September 2023
Review titled Whipps Cross Hospital
Replied on 11 September 2023
Dear Darcy O'Bree Thank you for taking the time to share your feedback about Whipps Cross University Hospital. We are sorry and disappointed that your experience has fallen short of the standard you would have expected from us. It would appear that you have lost confidence in our hospitals being able to care for you and will be requesting that your GP refers you to another hospital; we are sorry that this is the case. We would welcome the opportunity to look into this further and if you wish for this to happen, please contact the PALS Team on Site via email to wxpals.bartshealth@nhs.net or on Tel. No. 020 8535 6438 who will be able liaise with the department on your behalf. Either way we will be sharing your comments with the service. Best wishes to you Central Complaints Team Barts Health NHS Trust
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Review titled Terrible - please show some care
Rated 1 star out of 5
by Anonymous - Posted on 25 August 2023
Wasted all day trying to book in an X-ray and couldn’t get through, either waiting in a queue reaching front and no one picking up or call continuously failing. Got through to switchboard via another number midday and told it would improve in hour, called back when still not able to get through and person totally not bothered and no advice on what should do, beyond sarkily pointing out when I asked if it might be poss to get through again Monday that it was a bank holiday. Problems/tech issues happen but it costs so little to be kind to people and try to help them. Took me right back to terrible experiences of a lack of care here in 2012 in maternity ward that still haunt me today. Please teach staff to show compassion.
Visited Don't know on August 2023
Review titled Whipps Cross Hospital
Replied on 29 August 2023
Dear Patient We greatly appreciate you sharing your feedback about your recent experience at Whipps Cross University Hospital. We are sorry you faced challenges while trying to connect with one of our services and for the lack of compassion exhibited by our switchboard staff. Moreover, the fact that this encounter brought back memories of previous negative experiences is completely unacceptable. This falls far short of the standard we strive for and please be advised that your feedback will be shared with the relevant teams. If you would like for us to explore this further, you can liaise with the PALS team on site via email (wxpals.bartshealth@nhs.net) or telephone number 020 8535 6438 who will provide you with further guidance and support, but kindly note that they will need more detailed information from you (i.e., full name, date /approximate time you contacted the hospital, your contact number). Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Great service for children
Rated 5 stars out of 5
by Anonymous - Posted on 29 August 2023
Very good service and care for my son who had to attend due to struggling breathing. Explained everything well,tried to engage with my son even though it was so busy. Thank you.
Visited Children's & Adolescent Services on August 2023
Review titled Whipps Cross Hospital
Replied on 30 August 2023
Dear Parent We fully appreciate you taking the time share such positive feedback following your recent visit to Whipps Cross University Hospital with your son. We are pleased that your son received attentive care, and the staff's engaging manner and effective communication left a positive impression. We will ensure that your feedback is shared with the team, who we are sure will be very appreciative. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Absolute shambles
Rated 1 star out of 5
by Anonymous - Posted on 17 August 2023
I went by ambulance (ambulance staff were great) with my child to majors in A and E, due to a serious illness and waited 5.5 hours to get a check up. The triage was chaotic and a shambles, it was terrible. My child couldn’t sit on the hard chairs and I had to ask numerous times for help. After six hours we went to minors where the nurses were lovely and helpful but the communication was so poor, we then had to wait another 2 hours to see the doctor who was very rude and short tempered. We weren’t there by choice, it was an emergency and watching your child suffer whilst staff float around and pass you from one person to another is not nice at all. Forget the money that’s being put into the improvements on the building, concentrate on the care of patients. Absolutely horrible experience.
Visited Accident and emergency services on August 2023
Review titled Whipps Cross Hospital
Replied on 21 August 2023
Dear patient Thank you for taking time to contact us with feedback following your visit to Whipps Cross Hospital. We were very disappointed to learn that your experience did not match the expectation you had of us. We would welcome the opportunity to look into the concern you have raised and provide feedback as appropriate. Should you wish for this to happen, please liaise with the PALS Team on site who will be happy to assist you further. They can be contacted on Tel. No 0208 535 6438 or via email to wxpal.bartshealth@nhs.net Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled My Nightmare in agony
Rated 1 star out of 5
by Shafa Hussain - Posted on 15 September 2023
Left lots of urgent messages the colon rectal cancer dept, no one responds and no one answers the telephone. I needed another fast tracked appointment but no respond for past 6 months... Additionally, I have had other appointments that have changed many times, hence, I am not informed in time and thus, waste another expensive journey and experience more distress and anxiety. I have several messages cancelling all of my delayed appointments for the diabetes departments to no avail. Yet, the incompetent admin team can waste time and funds on a letter to state I did not attend my appointment when in fact the previous appointments had been cancelled....usual dilemma.... There are no proper care or professional qualified staff at first glance and the A & E is still a real unhealthy area to be in...up to 7 to 10 hours wait is impractical! Never ever again as I have been traumatised with some stays in various wards as well as other departments. other appointments
Visited Colorectal cancer services on August 2023
Review titled Whipps Cross Hospital
Replied on 21 September 2023
Dear Shafa Hussain Thank you for taking the time to share your feedback from which we are very sorry that your experience has fallen below the standard we aspire to here, at Barts Health NHS Trust. We would welcome the opportunity to have your concerns looked into and if you would like this to happen you can email the PALS Team on site. When emailing please ensure that you include your hospital or NHS number, a contact number and also add "My Nightmare in Agony" in the subject header so that they can link future correspondence with your original contact. PALS will be able to liaise with the services on your behalf (outside of the formal complaints process). However, if you decide that you would like this addressed formally, please let them know so that they can escalate to the Site Governance Team for formal management. PALS can be contacted via email address wxpals.bartshealth@nhs.net or Tel. No 020 8535 6438. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Great approach and practice
Rated 5 stars out of 5
by Anonymous - Posted on 08 July 2023
I just want to thank you to all clinicians involved in seeing my child today. It was quite embarassing for him as affected his private areas, but the profesional approach, sensitiveness and all treatment given, all us with a very positive experience. Thank u all!
Visited Accident and emergency services on July 2023
Review titled Whipps Cross Hospital
Replied on 10 July 2023
Dear patient Thank you very much for taking the time to provide such positive feedback about the “outstanding compassionate care” your son received from all the clinicians which we will ensure is shared with them. We are very sure that they will be very happy to receive your kind comments. Kind regards Central ComplaintsTeam
Information supplied by Barts Health NHS Trust