Whipps Cross Hospital
Whipps Cross Road, London, E11 1NRContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Instant solution
Rated 5 stars out of 5
by Ronald Powell - Posted on 28 June 2023
I had a lump on my neck which was not cancerous. The dermatologist I saw instantly identified it as having been caused by too much exposure to the sun in my long ago youth. The dermatologist sprayed the lump with a freezing liquid and said the lump would fall off soon. The diagnosis was prompt and clear and the treatment immediate. What more could you want?
Visited Dermatology on June 2023
Review titled Whipps Cross Hospital
Replied on 29 June 2023
Dear Ronald Powell, Thank you very much for taking the time to provide such positive feedback about the care you received from the Dermatology service at Whipps Cross Hospital. We will ensure this is shared with the team who will be very happy to receive your kind comments. Kind regards Central Complaints Team
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Review titled Extremely rude and unhelpful staff
Rated 1 star out of 5
by Anonymous - Posted on 01 June 2023
I just booked a blood test and I called for clarification about something on the booking form. The member of staff who answered the phone did not even offer a greeting, was extremely rude, with a terrible tone and told me to “just call back tomorrow and ask someone else.” The member of staff was completely dismissive and said something along the lines of “we don’t know, all we know is you book it online somewhere” and did not take the time to even try to understand the specific question I was asking. This was a terrible experience and anyone who is in any way vulnerable should not call up the hospital themselves because they will be left feeling lost, upset, disrespected and unsupported. I hope this member of staff gains some more training on how to be professional and empathetic, and learns some of the basic facts about the services the hospital provides before answering calls so they can actually answer enquiries, or at least realises the importance of basic decency.
Visited Don't know on June 2023
Review titled Whipps Cross Hospital
Replied on 05 June 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 Excellent A and E
Rated 5 stars out of 5
by Anonymous - Posted on 06 June 2023
I fell and badly gashed my head. At Whipps I was treated promptly, with courtesy and kindness. I had an Iv infusion set up ( cannula put in excellently!). I was thoroughly examined, and had a ct scan. All within 3 1/2 hours. I’m only sorry to have been there and used your precious resources when it was my own fault !! I was a nurse for 53 years - some at Whipps Well done team !
Visited Accident and emergency services on June 2023
Review titled Whipps Cross Hospital
Replied on 07 June 2023
Dear Patient Thank you for taking the time to share such positive feedback following your recent visit to the Emergency Department at Whipps Cross Hospital. We are pleased that you received excellent care and that you were treated with "courtesy and kindness". We will ensure that this is shared with the department who we are sure, will be happy to receive your kind comments about their service. Once again thank you Kindest regards Central Complaints Team Barts Health NHS Trust
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Review titled Very Sad
Rated 5 stars out of 5
by Joyce Bell - Posted on 28 June 2023
I am sad to be leaving a negative review as I have always considered this department to be one of the best in the hospital. Things started to go wrong when my January follow-up appointment letter hadn't come and when I enquired was told that the machine used to make appointments was broken. They weren't sure how long it would take to repair, but said that I would receive an appointment as soon as possible. After waiting another 2 months I enquired again and was told the same thing. 3 weeks later I received a text message saying that because of the situation in the department they couldn't guarantee when I would be seen, and was offered the opportunity of being seen at Moorfields Eye Hospital. They said that unless they heard to the contrary by 4th April they would transfer my details to Moorfields Eye Hospital, who would contact me to make an appointment. Another 2 months went by and I still hadn't received an appointment. By now I was having serious visual disturbances so I contacted Moorfields helpline and was told that I was not on the system as no referral had been received from Whipps Cross. I was advised to go to Whipps A&E as the eye condition was very serious and needed emergency treatment. I was seen in the Whipps Cross Emergency Eye Unit, where everyone was so helpful, kind and reassuring. I was started on treatment immediately, and hopefully not too much damage has been done. I have always rated this department very highly, and still do so, but I am very disappointed in the breakdown in communications. I am also concerned that there may be others like myself, who think they have been transferred to Moorfields, and are waiting in vain for an appointment that will never come.
Visited Ophthalmology on June 2023
Review titled Whipps Cross Hospital
Replied on 29 June 2023
Dear Joyce Bell, Thank you for taking time to contact us with feedback about the Eye department at Whipps Cross Hospital . We were very disappointed to hear about your experience regarding your refferral and the breakdown in communications. 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 Missed miscarriage - not being taken serious
Rated 3 stars out of 5
by Claudia - Posted on 24 July 2023
I had a private scan at week 7 that didn't show a heartbeat. On recommendation of the private clinic and my GP I got in touch with the EPU at Whipps Cross, who told me that if I don't have any symptoms they wouldn't see me and I have wasted my money as I don't know any more than before the scan. There is nothing they can do for me. I brought the private scan up during my first midwife appointment, stating that I'm really worried, feeling like my pregnancy symptoms have calmed down and feel really alone in this situation. Again I was told if I'm not in extreme pain or bleeding I can't be helped with my situation. I was advised I could pretend to be in pain and the EPU will see me. I have now found out at my 12 weeks scan that indeed I have a missed miscarriage. I know this had to happen medically and i understand that there was nothing the hospital could have done. But the emotional stress I am put under because nobody listened to me or wanted to help me is unbearable. I'm however very grateful for the doctors and nurses at the EPU who helped me after the miscarriage diagnosis. They were patient, helpful, caring and made me feel less alone and sad.
Visited Maternity services on June 2023
Review titled Whipps Cross Hospital
Replied on 25 July 2023
Dear Claudia Thank you for taking the time to share your feedback about your experience at Whipps Cross Hospital, and we would like to begin by saying that we are sorry for your loss. We are disappointed to learn that we failed to meet the standard you would have expected of us, that you were not listened to and left feeling “alone”. We would welcome the opportunity to have this unhappy experience be looked into further. Please be advised that you can contact the PALS team on site either via email wxpals.bartshealth@nhs.net or Tel. No. 020 8535 6438 for guidance and support on how to proceed, if you wish. Kindly note that they will ask you for your full details, NHS or hospital number and more detailed information to assist you. Your comment about the EPU nurses and doctors who you found to be “patient, helpful, caring and made you feel less alone and sad”, has been noted. We will ensure that your kind words are shared with them. Kind regards Central Complaints Team Barts Health NHS Trust
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Review titled Great doctors / nurses - above and beyond!
Rated 4 stars out of 5
by Emma - Posted on 09 May 2023
I had an outpatients surgical procedure and despite being nervous the doctors and nurses present took extra care to talk me through everything step by step and even played music to put me at ease. They truly went above and beyond! The facilities themselves in outpatients feel dated and a bit forgotten compared to other departments I've visited but that didn't affect the standard of care I received once into the procedure. I did have a few issues booking the appointment and getting the right information but that was all resolved within 5 minutes of arriving. Thanks for all your hard work it went such a long way to making me feel better about something that was causing a lot of worry.
Visited Dermatology on May 2023
Review titled Whipps Cross Hospital
Replied on 12 May 2023
Dear Emma Thank you for your feedback dated 9 May sharing your positive experiences with us and to pass on your praise for quality of care and professionalism of the team at Whipps Cross Hospital. We share a common goal at Barts Health to make sure the care we provide is as good as it can be. We want patients to have access to high quality care when they need it, and to feel supported at all times. I am extremely proud of the many things we do well and of all the teams here at Barts Health. I am grateful for the time you have taken to let us know about your experience. I have passed your kind feedback to the team at Whipps Cross Hospital so that this can be shared with the wider teams involved in your care. Thank you again for taking the time to write and I hope you are soon on the road to recovery. Kind regards Central Complaints Team
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Review titled Phone doesn't get answered
Rated 2 stars out of 5
by Anonymous - Posted on 25 May 2023
They simply do not answer the phone or they pick up and hang the phone immediately so that you can start again. Absolutely ridiculous and infuriating especially as I'm trying to reschedule an important operation for my child.
Visited Ear, Nose & Throat on May 2023
Review titled Whipps Cross Hospital
Replied on 25 May 2023
Dear patient Thank you taking the time to share your feedback following your contact with 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
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 29 May 2023
Every person is a new patient and each patient must be treated with care. Went into emergency as I was having a miscarriage and heavy bleeding. Was called in and then asked about my symptoms 4 times, 4 times I had to explain. Waited 3 hours for a blood test when they said you’re next. Then when my partner politely asked the nurse how long it will be for me, the nurse became rude. The 4th time I explained the the lady my symptoms, she stood there rudely asking me with attitude, chewing her gum- what’s wrong with you. No empathy whatsoever. You work in a hospital. You should always remember that every patient is different. When a patient is going through a traumatic experience you expect them to understand, even if you don’t care, try and act caring. Sat there for 6 hours just to get a blood test then to be told to go back 2 days later for a scan. When I should have been referred to the early pregnancy unit. First of all, are all nurses this rude ? I get there are many people who are rude, but learn to understand that their attitudes could make one feel even worse/ god forbid, but those attitudes could create something unexpected.
Visited Accident and emergency services on May 2023
Review titled Whipps Cross Hospital
Replied on 30 May 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 are sorry and would like to apologise for this. 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 Avoid for referrals !
Rated 1 star out of 5
by Neelim - Posted on 07 June 2023
I was referred here in march 2023 and on the letter it stated that If I have not been contacted by May, that I should call up the hospital. Its now June and I am still on the 'waiting list'. I cannot get any treatment for my condition unless I have this appointment. Please don't choose to get yourself referred here. You'll be on the waiting list for months on end before you get seen!
Visited Gynaecology on May 2023
Review titled Whipps Cross Hospital
Replied on 09 June 2023
Dear Neelim 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 Wonderful, personal and caring treatment
Rated 5 stars out of 5
by Sabine - Posted on 17 June 2023
I went to my 2nd ultrasound appointment in May. Wish I could publish my consultant's name because she was just wonderful. I got a lot of extra information and she was very caring. The receptionist was also just lovely. Making and changing appointments is a breeze. I've been to Whipps a number of times now, once after I had to call an ambulance and was taken to A and E. Again, a very positive experience, starting with the ambulance staff all the way to the A and E staff. Considering how broken the system is in so many ways, I am amazed at how well it works for me as a patient. All jobs in the NHS are tough, let's be honest. I really really want to thank the staff for not just doing what they do but how they do it. Thanks for making me feel that I'm such safe and knowledgeable hands.
Visited Don't know on May 2023
Review titled Whipps Cross Hospital
Replied on 19 June 2023
Dear Sabine 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