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 Rude & upsetting experience at A&E Fracture Desk 4
Rated 2 stars out of 5
by Anonymous - Posted on 05 November 2022
A really good experience for our 2 hours spent in A&E today, lovely staff & great support in children's A&E, X-Ray & Minor Injuries departments - all of whom we visited. Until unfortunately we had to hand a form in at the fracture desk on our departure. I asked one question - if there would be a time slot for the expected phone call & was 'barked' at by the person (who incidentally the desk had the closed blind half mast so looked like they weren't even working). Very rude and impolite, clearly not suitable for public facing duties talking to people in that manner - especially as I had just asked a question. Had my young daughter with me & was taken aback. Disgusting and completely overshadowed a really pleasant experience.
Visited Accident and emergency services on November 2022
Review titled Whipps Cross Hospital
Replied on 07 November 2022
Dear Patient Thank you for taking the time share your feedback following your visit to Whipps Cross Hospital. It is most disappointing to read how a "really good experience", was tarnished by the attitude and behaviour of a member of staff. What you have described is not what we aspire to at Barts Health, and we would like to apologise for this. Please be assured that this will be raised with the service as it is important that staff are made aware of the impact poor attitude and communication can have on a patient's overall experience. We will also share your positive comments with the relevant teams. Best wishes Central Complaints Team Barts Health NHS Trust
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Review titled Fantastic response
Rated 5 stars out of 5
by Richard - Posted on 09 November 2022
My mother 88 collapsed and the response from paramedics through to emergency care in Whipps Cross was exceptional throughout. Thank you so much.
Visited Accident and emergency services on November 2022
Review titled Whipps Cross Hospital
Replied on 09 November 2022
Dear Richard Thank you for taking time to contact us with feedback. We are pleased that you are happy with the care provided to your mother 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 Worst practice ever experienced
Rated 1 star out of 5
by Anonymous - Posted on 07 October 2022
My son got a swollen eye and was advised by GP to go to eye treatment centre directly instead of him giving us a referral which would take two weeks. The next day we went to Whipps Cross Hospital Emergency Eye Treatment with my son's swollen eye going down. We were there at 8.30am, and there were only two patients including my son. The nursery who did the triage told us my son's eyes were ok and he was doing well so we don't need to see the doctor. We showed him the photos of his swollen eyes taken yesterday and told him our GP advised us to take an examination here. He very reluctantly agreed for us to see a consultant. After waiting there for almost two hours, we asked the staff when we'd be able to see the doctor, and was just told by the staff (who looked like he couldn't careless) that he had no idea and the doctor hadn't arrived yet (which was about 9:30am). We asked again roughly how long we need to wait, he said two to three hours and was very rude. On that day and by that time there were about six staffs and only three patients. The nurse later told us that the consultant was late. About 9:50 we were being seen by the consultant, who spent so much time on talking about issues unrelated to my son's eye problem, and said he couldn't do anything as my son's eyes were not swollen any more. Our general impression is that this practice has staffs who were rude and not showing any sympathy toward patients and their behaviour is below standard compared to other hospital departments we've ever visited. Also most of them were being idle instead of doing anything, and there were more staff than patients so they have no justifications for the long waiting of two to three hours.
Visited Urgent Treatment Centre on October 2022
Review titled Whipps Cross Hospital
Replied on 10 October 2022
Dear patient Thank you for taking time to contact us with feedback following your recent visit to Whipps Cross Hospital. We were sorry to read and disappointed to learn that your experience on this occasion did not match the expectation you had of us. We would welcome the opportunity to have this matter looked into by the service who will be able to provide you with further support and feedback. Should you wish for this to happen, please liaise with PALS Team on site who will be able to assist you further. You will need to provide them with your contact details and a summary of the concern. You can do this via email to: wxpals.bartshealth@nhs.net or telephone 0208 535 6438 Kind regards Central Complaints Team
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Review titled Excellent day surgery at Whipps Cross
by FM123 - Posted on 07 October 2022
I had a small procedure day surgery yesterday in the Plane Tree Centre at Whipps Cross. The care I received was excellent from admission to discharge. The system seemed organised and smooth. (Obviously several hours waiting to go to theatre but that is the same in all hospitals.) All the staff I met were professional, empathetic and reassuring. The doctor who was carrying out the procedure and the anaesthetist both explained everything clearly and courteously to me beforehand and both inspired confidence so I felt very relaxed. I was brought food and drink soon after my return to the ward, which was very welcome after a long fast. I was discharged promptly once I felt well enough, I wasn’t kept hanging around to go home. Clear aftercare instructions were given to me by the nurse discharging me. I felt my care was exemplary from start to finish. Many thanks to everyone involved.
Visited October 2022
Provided by Care opinion
Review titled Whipps Cross Hospital
Replied on 10 October 2022
Dear FM123 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 Complaint Team
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Review titled Alright practice
Rated 4 stars out of 5
by Anonymous - Posted on 27 October 2022
So yesterday me and my partner took our child to be seen at Whipps cross hospital at 7 o'clock pm after he had bumped his head and it was bleeding we go in and get seen to get told his head needs to be glued me and my parter then get told its going to be a 5 hour wait which is absolutely ridiculous there was another patient with a child who was also bleeding who had to wait that long to it is outrageous how long we had to wait knowing that the doctors and nurses knew that two patients were bleeding that were younger than three we then get told that they cant glue his head because the skin had been taken completely off and all they could do was clean and leave it how it was when we could of got told that earlier i am really not happy with any of the staff there at all
Visited Children's & Adolescent Services on October 2022
Review titled Whipps Cross Hospital
Replied on 28 October 2022
Dear Patient Thank you for taking the time to send us your feedback regarding you recent visit to Whipps Cross hospital . We were disappointed to read that your experience did not match the expectation you had of us. In order for us to investigate the issue highlighted, please forward the patient details to our PALS team at wxpals.bartshealth@nhs.net Kind regards Central Complaints Team
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Review titled Fabulous MRI staff
Rated 4 stars out of 5
by Diane Henderson - Posted on 15 October 2022
Took my elderly dad, who's a wheelchair user and hard of hearing, for an MRI scan yesterday. It was in the mobile imaging unit outside of the MRI department. The two young men looking after my dad couldn't have been more patient, kind and professional. Rare to say, but it was a joy to meet them. They immediately saw how vulnerable dad was, and they put him at ease, showed a sense of humour, and went out of their way to help dad sit up, orientate and get back to his wheelchair. They listened to him, and he felt heard. Such a refreshing change. If only more staff shared their values and treated patients how they did. I do understand how busy everyone is, but a bit of kindness goes a long way. I wish I were allowed to put their names on here, but it was the two young men working in the mobile unit on 14 October. Thank you both.
Visited Diagnostic Imaging on October 2022
Review titled Whipps Cross Hospital
Replied on 17 October 2022
Dear Diane Thank you for taking the time to send us such wonderful feedback following your dad's visit to the MRI Department at Whipps Cross University Hospital. We are pleased to read that staff provided your dad with professional care, support, and kindness. We will ensure that your kind words is shared with the team; we are sure this will be very much appreciated. Once again, thank you Best wishes you and your dad Central Complaints Team Barts Health NHS Trust
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Review titled X Ray of Hip confusion
Rated 2 stars out of 5
by Anonymous - Posted on 19 October 2022
I was sent from a+e to X-ray, on crutches. On arrival at x ray I was told I should be on a trolley as I am having my hips x rayed and I should not be on crutches. At this point I was asked to go back to a+e to ask them to put me on a trolley ! How does that make sense ?! Fortunately the member of staff listened to my concern about having to go back to a+e (a fair distance!) and asked for a porter to get a bed. To note the medical team did not require me to be on a stretcher. I think there is a discrepancy in policies here and should be clarified between teams.
Visited Diagnostic Imaging on October 2022
Review titled Whipps Cross Hospital
Replied on 19 October 2022
Dear patient Thank you for taking time to contact us with feedback following your recent visit to Whipps Cross Hospital. We were sorry to read and disappointed to learn that your experience on this occasion did not match the expectation you had of us. We would welcome the opportunity to have this matter looked into by the service who will be able to provide you with further support and feedback. Should you wish for this to happen, please liaise with PALS Team on site who will be able to assist you further. You will need to provide them with your contact details and a summary of the concern. You can do this via email to wxpals.bartshealth@nhs.net or telephone 0208 535 6438 Kind regards Central Complaints
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Review titled Terrible communication and care
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2022
My mum experienced an acute hip fracture. She was nil by mouth since 2am and supposedly was listed for surgery. At 5pm this was cancelled. No reasons given. I work in the nhs . There is no communication and no explanation. An elderly lady is left in pain with no sight of a clinician despite multiple request.
Visited Orthopaedics on October 2022
Review titled Whipps Cross Hospital
Replied on 05 October 2022
Dear Relative Thank you for taking the time to send your feedback about your mother’s experience, cancellation of her surgery and the poor communication around this. We are sorry and disappointed that our standard has fallen short of what you would have expected of us. As your mother is an inpatient, please can we suggest that you liaise with the PALS Team on site who will be able to assist you further with your concerns. You can contact them via email at wxpals.bartshealth@nhs.net or by telephone on 0208 535 6438. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Exemplary
Rated 5 stars out of 5
by Jean Atkinson - Posted on 01 November 2022
Yesterday, I arrived by ambulance at Accident & Emergency. I was impressed with the kindness, professionalism, care, friendliness, desire to keep me informed and clarity that I received. I will always be grateful to the staff on the 10.00am to 10.00pm shift. Thank you so much.
Visited Accident and emergency services on October 2022
Review titled Whipps Cross Hospital
Replied on 02 November 2022
Dear Patient Thank you very much for taking the time to send us this positive feedback about your visit to Whipps Cross Hospital’s Emergency Department. We are so pleased to read that you received such exemplary person centred care and that you were treated with “kindness, care and, professionally”. We will share your kind words with the Team, who we are sure will be most appreciative to receive this. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled The worse experience of my life
Rated 1 star out of 5
by Anonymous - Posted on 10 December 2022
Hospitals are suppose to be a place where care takes place. This hospital lacked in so many aspects. I arrived struggling to breathe to the point where I was coughing non stop when the nurses were doing my vital checks, I was also struggling to speak. I arrived at 22:30pm on 09-10-22. Many people were pushed in-front of me, whilst I understand some cases may be severe but a handful of individuals who went before me (even though I had arrived hours before them) had conditions and symptoms that were less severe than mine. I waited over 12 hours and was seen the next day at 11:00am. Over 12 hours to be seen. I have a family of doctors and can really sympathise but the way this hospital in particular is running with the increased amount of A&E patients is terrible. There needs to be a system in place to support each patient without having to make them wait A day to be seen. The doctors need to have a more clear list to follow and should have a rule of only pushing individuals at the back of the waiting list with only one person being placed in front and not multiple. I unfortunately lost count of how many were pushed in-front of me. Secondly, the Nmc of conduct states compassion and empathy, the majority of the staff in this hospital had shown 0 remorse for what was unfolding in front of them. And when anyone tried to approach the staff, that to politely, they kept ignoring and running into their private rooms. Very unprofessional. A review of the hospital really needs to be put in place as I am shocked at what I witnessed today. I am shocked at the standards of practice.
Visited Accident and emergency services on September 2022
Review titled Whipps Cross Hospital
Replied on 12 December 2022
Dear Patient Thank you taking the time to share your feedback following your visit to Whipps Cross Hospital. We are sorry and disappointed that your experience fell below the standards we aspire to, here at Barts Health NHS Trust. We would welcome the opportunity to look into this in a more detailed and personalised way; if you would like this happen, please liaise with the PALS Team on site. Kindly note that you will need to provide them with your NHS or hospital number, full name, date attended, contact number (would also be useful) and a summary so that they can ensure that the correct episode is reviewed. They can be contacted by email address wxpals.bartshealth@nhs.net. In the meantime, we will share your feedback with the department. Kind regards Central Complaints Team Barts Health NHS Trust
Information supplied by Barts Health NHS Trust