Enter and view: women's health outpatients department at Queen's Hospital

This Healthwatch Barking and Dagenham Enter and View report assessed women’s experiences of the Women’s Health Outpatients Department at Queen’s Hospital. During an unannounced visit in December 2025, Healthwatch spoke to 28 women, including 19 attending antenatal appointments and nine accessing gynaecology services. 

The report found that experiences were generally positive across both antenatal and gynaecology services. Women frequently described staff as caring, respectful, informative, and supportive, and many praised the quality of communication provided by doctors, midwives, and nurses. 

Patients accessing gynaecology services reported mixed experiences of referral and waiting times. While most found the referral process easy or very easy, some experienced lengthy waits of up to six months, one year, or even two years between appointments. A small number described difficulties obtaining referrals, particularly through primary care. 

Several women said they received little or no advice about managing symptoms while waiting for specialist appointments. Some reported that symptoms worsened during long waits and highlighted gaps in communication between GPs and specialist services.

Experiences of clinical care were largely positive. Most respondents felt they received sufficient information about their condition and treatment options, although one patient felt consultations focused on prescribing medication without properly answering questions. All respondents said they were treated with dignity and respect. 

Satisfaction with gynaecology services was high, with all respondents reporting that they were either satisfied or very satisfied. Patients particularly valued clinicians who listened, explained conditions clearly, provided diagnoses, and outlined next steps. However, some suggested improvements to receptionist attentiveness and the transparency of appointment systems.

Feedback from women accessing antenatal services was very positive. Most respondents said self-referral and appointment booking processes were straightforward and efficient, with many receiving appointments or follow-up calls quickly after referral.

Most women reported being seen within one month of referral and felt well informed about waiting times, symptoms to monitor, and what to expect during pregnancy. Many appreciated support from assigned midwives before their appointments. However, some women said they received little information or struggled to obtain support while waiting. 

Information provision during antenatal care was highly rated. Eighteen of nineteen respondents said they received enough information about their care and treatment, citing clear explanations, easy-to-understand letters, and regular updates from midwives.

Experiences of staff were extremely positive. Eighteen of nineteen respondents said they were always treated with respect and dignity, while all respondents reported that they had not experienced stigma or discrimination. Midwives were particularly praised for being kind, supportive, attentive, and reassuring. 

Although overall satisfaction was positive, several women highlighted concerns about long waiting times, short-notice appointments, delays without explanation, and confusion caused by multiple telephone contact numbers. One respondent was dissatisfied because of lengthy waits. Women also reported communication issues between Queen’s Hospital and King George Hospital, including conflicting appointments at both sites. 

Healthwatch observed that the department was clean, comfortable, and welcoming. The clinic displayed extensive health information and bilingual materials in several languages, helping to support women from diverse backgrounds. Posters encouraged patient feedback and signposted support services. The waiting area was accessible and provided facilities for women and families, including baby-changing facilities and hygiene stations.

Healthwatch recommended improving communication about appointment delays, strengthening receptionist communication, providing clearer information about treatment options, and maintaining high standards of dignity, inclusivity, and interpretation services. For antenatal care, it recommended retaining self-referral pathways, improving appointment scheduling and telephone systems, and strengthening coordination between Queen’s and King George hospitals. It also recommended that GPs provide better symptom-management advice while patients wait for specialist treatment.