Royal Free Hospital
Pond Street, London, NW3 2QGContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Efficient, empathetic , professional service
Rated 4 stars out of 5
by Anonymous - Posted on 30 March 2023
I have rarely if ever needed AE , and in the current climate of an enormously overwhelmed NHS, I was very worried to even attend after hearing many accounts of different accident and emergency departments ( not the staff just the unmanageable needs right now ) . However although busy there appeared to be an extremely efficient production line right from reception, to triage , phlebotomy and seeing a Doctor . All of the above staff were friendly, informative and above all each and every one was calm despite the amount of patients they were juggling, many of which are spill overs from primary care whose capacity is stretched . Particular thanks to the young doctor and HCA I saw . My one and only complaint is that it was unbearably hot in there with no ventilation. As someone who has a condition where I cannot tolerate heat I became quite unwell, apart from that .. just many thanks to all.
Visited Accident and emergency services on March 2023
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Review titled Royal Free Hospital
Replied on 21 April 2023
Dear Patient, Thank you for taking the time to leave us feedback about your experience in A&E. It's great to read that all the staff you encountered were friendly, informative and calm. I'll pass your feedback onto the A&E management team and will share your comments about the heat and lack of ventilation in the department with our Estates team to see if there's anything that can be done. With best wishes, the patient experience team
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Review titled Amazing service
Rated 5 stars out of 5
by Anonymous - Posted on 30 March 2023
I felt well looked after. Most members of the staff were absolutely great. Special thanks to the doctor who took the time to listen and was so reassuring and the HCA who was very professional and excellent at his job. Also the receptionist was incredibly lovely and friendly. You are simply an amazing team, working really well together. Thank you so much!
Visited Accident and emergency services on March 2023
Review titled Royal Free Hospital
Replied on 21 April 2023
Dear Patient, Thank you for sharing feedback with us about your recent visit to A&E. I'll share your comments with the A&E management team. If you are able to remember the names of any of the staff you saw, so that your feedback can be shared with them, you can email us at rf.patientexperience@nhs.net With best wishes, the patient experience team
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Review titled Getting worse
Rated 1 star out of 5
by Mr LB - Posted on 20 July 2023
about 18 months ago I was diagnosed with Lymphoma. Had a skin issue which was suspected as Cancer. My consultant notified Dermatology (Royal Free Hospital) to get a biopsy done and also to request historical records but no one responded or even followed up, despite confirming that they seen my notes (confirmed by my consultant) still no response or reply for 4 months, Haematology (uclh) unit ended up doing biopsy themselves then continued with my treatment. Even after my cancer treatment and bone marrow transplant, no one followed up with my skin condition as it was still persistent, prior to that my appointment got moved 4 times, when i finally saw them in March this year they looked at my skin, said they didn't know what it was and that they couldn't do anything about it come back in in 6 months to see if there is any improvement, appointment was made for September, its just been moved again to March next year. Despite the good reviews i have seen here, I feel that no one has really cared about my condition, one would have thought that since my condition was an acute one - all over my body - more tests (blood tests) or something to figure out what was causing my issue, worst case a referral to a specialist but it seems due to them being overwhelmed they were quick to dismiss me (even the dermatologist commented on how understaffed they were) his excuse for my appointment was holidays but that was the same he said when i last visited. As my condition was unusual he said he would speak to his senior consultant, he went out came back and dusted over where he went and gave me some story about their being millions of conditions they were unaware of and this may have been one of them; the truth is even the senior consultant couldn't be bothered to pop in. This has been going on for almost 5 years now, when I first had my skin issue I was treated at Barnet (got the same poor follow up) i.e lots of cancelled appointments then ended up getting bumped off the waiting list so I requested to be moved to dermatology at the royal free, my earlier consultations with their specialist was great, the Dr was very caring, almost determined to get to the bottom of my issue but he got transferred, after that the follow up became; well next to nothing and now very disappointing
Visited Dermatology on February 2023
Review titled Royal Free Hospital
Replied on 21 July 2023
We are sorry to read of your disappointment and frustration with the service provided, and would be happy to look into things for you. If you would like a response to the concerns you have, we would suggest that you make contact with the complaints team via rf.complaints@nhs.net. Under the NHS Complaints Procedure, however, complaints should be made within 12 months of the date of the incident(s) concerned, so it may be that some of your issues will be considered out of time for investigation.
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Review titled Challenging experience
Rated 3 stars out of 5
by Anonymous - Posted on 17 January 2023
I was admitted and stayed in hospital over Xmas and new year. My experience during the first part of my stay was rather challenging. Although I could witness that I was being taken care as well as possible, the environment that surrounded me was chaotic, incredibly noisy, I had to constantly be on alert, not so much for myself, but the patients I was sharing a room with. From patients calling out for nurses for a very long time, to unsatisfied and angered patients, patients in pain and screaming, to having to ask for help for other patients at times and having to get up to do so. I was desperately needing a calm environment to rest and recover, but this did not happen for part of my stay. Even when I moved to a different ward, although calmer, I still had to go find help for other patients who kept calling for help and were unattended. I feel so upset from my experience that I am struggling to overcome it on an emotional level. I have no idea if this was happening because it was a holiday period or if this would be like this at all times. But I feel very reluctant to return to hospital, even when it is the place that is best to help me when in acute situations. I would like to still add that I witnessed incredible work from the nurses and assistants at times. Their compassion, patience and hard work did not go unnoticed and I am very grateful for it. I also want to reference the volunteers who at one time, went above and beyond to help me out.
Visited Acute Internal Medicine on December 2022
Review titled Royal Free Hospital
Replied on 19 January 2023
Dear Patient, Thank you for taking the time to provide us with feedback about your recent admission. We're sorry to read of the experience you describe. Some of the issues with the environment may have been due to the holiday period, however we cannot say this for certain. We'd like to be able to share this feedback (anonymously if you wish) with the wards you stayed on so that they can learn from your experience and so that we can let the staff who were compassionate and patient know that you appreciated them. If you would like us to share your feedback, please email us at rf.patientexperience@nhs.net to let us know. With best wishes, the patient experience team
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Review titled wasted bed space
Rated 4 stars out of 5
by Anonymous - Posted on 14 December 2022
I am quite satisfied with the care I received during the three-and-a-half weeks I was in hospital but feel frustrated for incoming patients and the hospital management that a whole night was wasted because of the delay in obtaining my discharge medication. my bed could have easily been used by an incoming patient. if this delay occurs many hundreds of times throughout the hospital this is a huge waste of resource.
Visited Colorectal cancer services on December 2022
Review titled Royal Free Hospital
Replied on 19 December 2022
Dear patient, Thank you for taking the time to leave feedback about your recent admission. Whilst it's great to read that overall you were satisfied with the care you received, we understand your frustration at the delay in receiving your discharge medication. We will share your feedback with the pharmacy and discharge teams. With best wishes, the patient experience team.
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Review titled Great practise
Rated 5 stars out of 5
by Anonymous - Posted on 28 November 2022
I came here for a blood test. Booked an appointment in advance and was really pleased to find the best suitable time slot available after I've tried many other places without success. Staff was very polite, waiting time was only up to 10mins behind the schedule. Phlebotomist was very professional and polite. I would highly recommend.
Visited Phlebotomy on November 2022
Review titled Royal Free Hospital
Replied on 19 December 2022
Thank you for taking the time to write to us about your experience when you attended for a blood test. We know it can be a very busy department, so it's nice to hear you were not waiting too long past your scheduled appointment time. We'll share your feedback with the team. With best wishes, the patient experience team
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Review titled Phlebotomy dept has been transformed
Rated 5 stars out of 5
by Anonymous - Posted on 29 October 2022
Clean , efficient, seen exactly at appointment time;polite, pleasant, caring staff from front desk to phlebotomists.
Visited Phlebotomy on October 2022
Review titled Royal Free Hospital
Replied on 19 December 2022
Dear patient, Apologies for the delay in responding to your comment. It's great to read that you have seen a difference in the phlebotomy department. We'll share your feedback with the phlebotomy team. Best wishes, the patient experience team
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Review titled Amazing team
Rated 5 stars out of 5
by Anonymous - Posted on 20 September 2022
Was in the royal free for a eye brain thing and the neurology team looked after me so well. They got me tested every way and I felt very confident in their hands Thank you so much (Btw why are they stuffed in a broom closet)
Visited Neurology on September 2022
Review titled Royal Free Hospital
Replied on 19 December 2022
Dear patient, Please accept our apologies for the delay in responding to your comments. We will share your feedback with the neurology team who we know will really appreciate them. With best wishes, the patient experience team
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Review titled Very kind staff
Rated 5 stars out of 5
by Derek Michael Evans - Posted on 03 January 2023
As a retired community pharmacist, over 48 years, never before on the receiving end, I appreciated the nhs. Very good: charity room the night before admission; quaranteen for rsv, wonder how many of your customers knew it was Respiratory syncytial virus? (private room!); No Pain! Really really clean. Nice tidy operation. Less good: personal belongings reunited after 5 days (phone, teeth, shaving razor, underpants...swimming pools better organised); disorientatred in icu - no clocks, windows, lights on/off at random. Provide own battery for clock in room; hospital food - go for omlette, curry; 13hr delay for ct scan (I wasn't doing anything else, but when to eat or drink?); lower quality communication from more junior registrars; bit of a wait for a shower- by then I had underpants!; name badges under ppe not readable (try elastic band?); waste bin labelling confusing (copy Mount Vernon). Sorry, constructive criticism might be helpful.
Visited Gastrointestinal and Liver services on September 2022
Review titled Royal Free Hospital
Replied on 11 January 2023
Dear Mr Evans, Thank you for your feedback. It's great to read about the positive aspects of your experience at the hospital. With regards to the other aspects, we can share your feedback with teams so that they can be learnt from. It would be good to know which ward you were on (once out of ICU) so that we can share this with the right people. If you'd like to email us we can be reached at rf.patientexperience@nhs.net With best wishes, the patient experience team
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Review titled Poor appts system
Rated 1 star out of 5
by Reena Joseph - Posted on 16 August 2022
Awaiting appointment for dental surgery at edgware hospital since 18th July. Trying for a week to telephone 0208 216 4332/375 2659, keeps ringing but no answer. Today I was 24th waiting to get through at royal free switchboard. There must be a better way to make an appointment.
Visited Oral and Maxillofacial Surgery on July 2022
Review titled Royal Free Hospital
Replied on 18 August 2022
Dear Ms Joseph, Thank you for getting in touch. We're sorry to hear that you are having trouble getting through to someone regarding your appointment. You could try calling the appointment call centre on 020 7443 9757 or the link below has further contact numbers for the service. https://www.royalfree.nhs.uk/services/services-a-z/maxillofacial-and-orthodontics/#tab-contact We hope you get your appointment sorted soon. Kind regards, The Patient Experience Team
Information supplied by Royal Free London NHS Foundation Trust