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 Bad Miscarriage experience
Rated 2 stars out of 5
by Jess - Posted on 05 January 2023
In December I suffered a miscarriage at 6 weeks. Unfortunately on a family weekend away out of the borough. After trying to call Whipps Mat services because I was register for an appointment I was kept on hold of 1 hour. Transferred to different deptartments and told to call back on monday. Having called the local hospital I was advised to visit the local a&e. I did so and after 3 hours of not being seen just crying in a waiting room I left. I then decided to attend Whipps a&e on my return as I couldn't get a referral from my doc. Fairly efficient I was seen and sent home very quickly after a urine test. My main upset is feeling really lost as to who to contact and what to do and Whipps maternity team not answering the phone. I then remembered I had an appointment booked that I should try and cancel. Having sat on hold for 20 minutes I gave up as I just felt sad. Since then I have missed my appointment, received a letter saying I would need to be referred again if I want another one and then a subsequent letter saying I have another appointment for 25th jan. I am currently on hold to cancel this again because I don't want to waste Nhs time (always no.2 in the queue so that feels suspicious) and have been for 15 minutes, when do I give up? will I get another letter from Whipps cross prolonging this sad situation for me? I would like to move on now and I would like there to be much better care in these circumstances and I would like you to answer your phone.
Visited Maternity services on December 2022
Review titled Whipps Cross Hospital
Replied on 06 January 2023
Dear Jess Thank you for taking the time to share your feedback following your recent contact at Whipps Cross Hospital, from which we are disappointed that your experience has been less than satisfactory. No one needs to feel the way that you have described and to continue to receive appointment letters, would have added distress to an already stressful situation. We would like to apologise for this. If you require any support with this matter, please liaise with the PALS Team on site who can be contacted via email wxpals.bartshealth@nhs.net Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Good Experience.
Rated 4 stars out of 5
by Anonymous - Posted on 19 January 2023
ENT procedure at Whipps Cross December 2022, and overnight stay. I found it a positive experience, everything was explained fully before the operation by my ENT consultant & his team. The nursing staff looking after me on the ward were very busy, but was more than happy with the care they gave me. Thankyou to everybody at Whipps Cross Hospital.
Visited Ear, Nose & Throat on December 2022
Review titled Whipps Cross Hospital
Replied on 20 January 2023
Dear Patient Thank you for taking time to contact us with feedback. We are pleased that you are happy with the care provided at Whipps Cross Hospital. We value your feedback as its confirmation to staff and the organization of the excellent care provided at Barts Health. We would like to share your kind words with the team that took care of you and would like to request that you email your details to wxhgovernance.bartshealth@nhs.net We look forward to hearing from you Thank you Central Complaints Team
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Review titled Should scrap off A&E dept. from the hospital
Rated 3 stars out of 5
by Anonymous - Posted on 22 December 2022
Went this morning there for immediate treatment for my rapidly growing boil with in my bottom lip which has given me sleepless night with severe pain in there which is also bursting rapidly to my jaw area and stretched towards ear. No paracetamol worked for me last 2 days. The boil was so alarming that my bottom lips become twice as large. I cant open my mouth and eat. If this is not an emergency, then what is an emergency? They kept me waiting and then told me that they refereed to one of their gp who will call me later and asked me to go home. I could have taken appointment with my own gp, as this was severe pain I went to a&e. Nhs should not use the term emergency or categorize what can patient have and what not in a&e. Now my gp is also giving me later time to call me, and what shall I do with my massive pain? Absolute disgrace!
Visited Accident and emergency services on December 2022
Review titled Whipps Cross Hospital
Replied on 23 December 2022
Dear patient Thank you for taking the time to share your feedback following your visit to Whipps Cross Hospital , from which we are disappointed that your experience has been less than satisfactory. We would like to apologise for this. If you require any support with this matter, please liaise with the PALS Team on site who can be contacted via email wxpals.bartshealth@nhs.net Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Worst service ever
Rated 1 star out of 5
by Anonymous - Posted on 01 December 2022
I bought my son to be seen as 111 had indicated there were no ambulances available. I’ve made my way here now with my son in poor condition unable to breathe properly, coughing, crying and the whole a&e is cleared out and refilled with new people and my son had still not be seen then I’m being told there different doctors for different things and I should be next in line somehow 4 new people had been seen after the conversation I’d had with the staff then when I approach again apparently people aren’t being called in order now I don’t know what stupid service this is but I’ve never been to a hospital and dealt with such unorganised people and sections. This hospital was rubbish when I was born and it still is. I actually woul not recommend this hospital for children especially those in critical condition
Visited Accident and emergency services on December 2022
Review titled Whipps Cross Hospital
Replied on 02 December 2022
Dear parent Thank you for taking the time to share your observations and experience of the A&E Department at Whipps Cross Hospital. Your views and feedback are taken very seriously, and we will ensure that this is escalated to relevant personnel for investigation. Can you kindly forward your details to our PALS team- wxpals.bartshealth@nhs.net so we can share the outcome of our investigation with you. Kind regards Central Complaints Team
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Review titled A and E saved my husbands life
Rated 5 stars out of 5
by Clare - Posted on 21 December 2022
My husband arrived at A and E with extreme chest pain. Thank you to the receptionist who could see he was in so much pain, instead of continuing to ask him questions, she got someone to see him straight away. This definitely saved his life. The doctor who looked after him was incredible. She phoned me to explain my husband was having a heart attack and what treatment he was being given. After being transported to Bart’s by ambulance, she called me again to tell me he had been received at Bart’s and to wish him all the best for the future. We subsequently found out the heart attack he had was severe. The quick thinking of receptionist and the doctors treatment saved his life. Despite the stress she must be under in A and E, the fact that the doctor took the time to call me twice and show such compassion was incredible. We can not thank you enough.
Visited Accident and emergency services on December 2022
Review titled Whipps Cross Hospital
Replied on 22 December 2022
Dear Clare Thank you for taking time to contact us with feedback. We are pleased that you are happy with the care provided at Whipps Cross university hospital. We value your feedback as its confirmation to staff and the organization of the excellent care provided at Barts Health. We would like to share your kind words with the team that took care of you and would like to request that you email your details to wxhgovernance.bartshealth@nhs.net We look forward to hearing from you Kind regards Central Complaints
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Review titled Don't know where to turn
Rated 1 star out of 5
by Ms Leslie Doust - Posted on 10 November 2022
Was an inpatient for one night (other story). Discharged with pain killers and am urgent colonoscopy to be done within 2 weeks. The 2 weeks is nearly up so I've been trying now for 2 days to even speak to someone in the endoscopy department. Switchboard answering phone with "yea", putting me twice through to orthopedics, saying they cannot transfer me, call again. Promised yesterday that they would get a message to the correct department and that they would ring me, nothing! Finally managed to get a direct number for endoscopy department, which I have now called 13 times. No one answers the phone, eventually just cuts the line. Where do I go from here, I'm already stressed not knowing what's wrong with me and nobody cares or is willing to help me.
Visited Gastrointestinal and Liver services on November 2022
Review titled Whipps Cross Hospital
Replied on 11 November 2022
Dear Ms Leslie Doust Thank you for your recent feedback. We are sorry to read of the concerns that you have escalated to us and of course apologise that your experience has fallen short of your expectation. please contact our PALS on site with your details so they can assist you. This is their email address: wxpals.bartshealth@nhs.net Kind regards Central Complaints Team
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Review titled Bouquet to switchboard.
Rated 3 stars out of 5
by Janita - Posted on 12 November 2022
I arranged hospital transport for my elderly and infirm father, a wheelchair user, to attend his 2pm appointment at Whipps Cross. In the evening I was contacted by his carers to inform me he had not returned home, had missed his evening meal and medication. They were concerned that he would not be able to get to bed unaided when he did return. I rang Whipps X to enquire and explained all to the switchboard lady. She put me through to A&E whom she said would have the most up to date information on their system. I was kept waiting some time by A&E but that’s ok, I know they are busy and that there maybe more urgent in person enquiries. However when I finally spoke to the woman on duty in A&E and told her all my father’s details, she told me she had no idea where Dad was, but he definitely wasn’t in A&E ( which I knew), and she couldn’t find out where he was. She said he wasn’t in the hospital. I asked to speak to someone else, a senior or a complaints officer, as I needed to find out where he was but she said there was no one available until Monday. I asked her what I should do then, who I needed to speak to about my father and I was told to phone the Police and report him as a missing person. I became very upset, I was crying but she told me I was shouting and so she was going to disconnect my call. I asked for her name but she refused to give it to me. I asked her to put me through to the Dept where he had his appointment. She did so but the recorded message told me that the Dept was closed now. This story does have a happy ending. I phoned back and spoke to the same lady on the switchboard. She was very patient and kind, (by now I was a mess!) She asked me to wait on hold while she messaged and paged various people (she didn’t specify who) and got back to me with the information that there had been a problem with the ambulances and he had only left the hospital 20 minutes previously ( about 6.45) and there were a number of people in the same ambulance so they couldn’t give me an accurate time of arrival but he was on his way. I am so grateful to that lady who was prepared to go beyond the remit of her job description to help me. I thank her now publicly. She is a credit to the hospital. The A&E worker on the other hand was callous and needs to be employed somewhere well away from the public in general and away from ill and distressed people in particular. Incidentally I tried to find out how to report my father missing to the Police but was advised that due to his infirmities he could not leave the hospital independently and so did not qualify as a missing person. As a vulnerable person he remained the responsibility of the hospital staff and they should locate him. I hope someone will explain this to the A&E staff.
Visited Accident and emergency services on November 2022
Review titled Whipps Cross Hospital
Replied on 14 November 2022
Dear Janita Thank you for taking the time to share this feedback. We fully appreciate that this must have been a very distressing time for both you and your father and we are sorry that this occurred. So that lessons can be learnt from your experience we will be sharing your comments with the A&E service as what you have described is not the standard we expect from our staff. We note however that you went on to have a much more positive interaction with a member of the Switchboard team and will ensure that your kind words is shared with them also. Best wishes to both you and your father Central Complaints Team Barts Health NHS Trust E: bhnt.centralcomplaints@nhs.net
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Review titled Baby A&E
Rated 5 stars out of 5
by Aly - Posted on 29 November 2022
Just back from A&E (and then Children’s A&E). All staff were amazing with my little boy (and very kind to me - a first time mum). We were seen promptly (although it wasn’t too busy), and everyone explained everything to me in detail, but easily for me to understand while upset. Really grateful.
Visited Accident and emergency services on November 2022
Review titled Whipps Cross Hospital
Replied on 29 November 2022
Dear Aly Thank you for taking time to contact us with feedback. We are pleased that you are happy with the care provided at the A&D at Whipps Cross Hospital. We value your feedback as its confirmation to staff and the organization of the excellent care provided at Barts Health. We would like to share your kind words with the team that took care of you and would like to request that you email your details to wxpals.bartshealth@nhs.net We look forward to hearing from you Kind regards Central Complaints Team
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Review titled IBD team
Rated 2 stars out of 5
by Shaheen Mahmood - Posted on 18 November 2022
Newham hospital transferred my daughter to Whipp Cross for IBD. She was given a follow up appointment and she had her phone with her all the time but no one called on the appointment day. We didn't receive any letter nor text with any explanation nor for next appointment. I tried to call the hospital but was not transferred to the IBD team to discuss my daughter's situation. As a mother I think this is so out of order, not to be able to get a follow up appointment nor being able to be in touch with anyone from the IBD team. In Newham Hospital she had her nurse, and he was amazing and very well coming. I want IBD team to please get in touch with us so we can discuss her situation. Thanks
Visited Gastrointestinal and Liver services on November 2022
Review titled Whipps Cross Hospital
Replied on 21 December 2022
Dear Shaheen Mahmood Thank you for taking the time to share your feedback. It is most disappointing to read that your daughter's transfer of care to one of our other hospitals has fallen short of the standard you would have expected. Please contact the PALS Team on site who will be happy to assist you further. You can liaise with them via email to wxpals.bartshealth@nhs.net or telephone number 020 8535 6438 You will need to provide your daughter's information to aid their enquiries. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Excellent Team
Rated 5 stars out of 5
by Anonymous - Posted on 09 November 2022
I had hysteroscopy today and was so pleasantly surprised by the care and treatment of the staff. The doctor was a knowledgeable professional, really fantastic and the nurses and supporting staff are 1st class. They made me feel human, keep up the good work!
Visited Gynaecology on November 2022
Review titled Whipps Cross Hospital
Replied on 10 November 2022
Dear patient Thank you for taking time to contact us with feedback. We are pleased that you are happy with the care provided at Whipps Cross Hospital. We value your feedback as its confirmation to staff and the organization of the excellent care provided at Barts Health. We would like to share your kind words with the team that took care of you and would like to request that you email your details to wxpals.bartshealth@nhs.net We look forward to hearing from you Kind regards Central Complaints Team
Information supplied by Barts Health NHS Trust