Royal Free Hospital
Pond Street, London, NW3 2QGContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled epic Unit - pacu
Rated 5 stars out of 5
by Rifat Bibi - Posted on 25 February 2024
Very good hospitality by staff in this unit. Took care of my sister very well and are treating her very well and are very welcoming and kind. I really appreciate their service.
Visited General Surgery on February 2024
Review titled Royal Free Hospital
Replied on 05 June 2024
Dear Rifat, Thank you for your feedback and please accept our apologies for the delay in acknowledging it. We're glad to read that your sister was cared for well in EPIC and we'll share your comments with the team. Best wishes, the patient experience team
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Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 14 February 2024
Have waited a year for an appointment finally got one snd then it gets cancelled last minute. Thus was supposed to a consultant to consultant referal but that does not seem to matter now have to wait probably another year
Visited Urology on February 2024
Review titled Royal Free Hospital
Replied on 05 June 2024
Please accept our apologies for an oversight which has led to a delay in acknowledging your feedback. We are very sorry to read the issue you've had with this appointment. Hopefully this has now been resolved, but if not, please contact our colleagues in the Patient Advice and Liaison Service (PALS) via: rf.pals@nhs.net Best wishes, the patient experience team
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Review titled Terrible experience
Rated 1 star out of 5
by Anonymous - Posted on 11 December 2023
I went to Royal Free with my husband who was very poorly. The initial assessment was pretty quick but we were then sent to the general waiting area. On our arrival, the notice board said there was a 2 hour wait. During the course of the evening, this sign was changed to 3 and a half hours. Four hours into our wait, I spoke to a couple of nurses and said that my husband was finding it difficult to sit and that, unless the blood tests they had done showed something worrying, we would go home (it was gone 2am at that point). They came back and said the infection markers were high and that we should carry on waiting. They were down to one doctor at that point. One doctor for an A&E in a central London hospital. Disgraceful! It has gone 3am now and we are still waiting.
Visited Accident and emergency services on December 2023
Review titled Royal Free Hospital
Replied on 05 June 2024
Please accept our apologies for the oversight which has led to such a delay in acknowledging your feedback. We are sorry to read the experience you describe and will share this with the A&E team. With best wishes, the patient experience team
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Review titled Excellent Care
Rated 4 stars out of 5
by Diane B - Posted on 22 April 2024
I just wanted to say thank you to all in Breast Surgery for the excellent care I received after being diagnosed with Breast Cancer last year. The surgeon was super efficient and an excellent communicator who encouraged questions and treated me with care. The same applied to all in the Radiotherapy Department and the Oncologist who supervised this part of my treatment. In every department communication from admin staff was good and all the medical professionals I encountered were friendly and helpful.
Visited Breast Surgery on December 2023
Review titled Royal Free Hospital
Replied on 05 June 2024
Dear Diane, Firstly, please accept our apologies for the oversight which has led to a delay in acknowledging your feedback. Thank you for taking the time to share your experience. It's great to read that you've had good communication throughout your care and that everyone you encountered was friendly and helpful. We'll share your feedback with the teams mentioned. With best wishes, the patient experience team
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Review titled Bad experience
Rated 1 star out of 5
by Anonymous - Posted on 27 December 2023
10 hours waiting and they lost the blood sample. After 10 hours it was 930pm the nurse came and said you can not shout with me or I call the security. I didn’t shout with her but I want an answer in regards of the condition and the plan. She told me i understand your frustration and I said no you don’t unless you have been in A&E for 10 hours without eating and without fresh air. They pretend to keep people in a room 1sqm for 10 hours. Very disappointed
Visited Accident and emergency services on December 2023
Review titled Royal Free Hospital
Replied on 05 June 2024
Please accept our apologies for the delay in acknowledging your feedback. We are sorry to read of the experience you describe above and will share your comments with the A&E team. Best wishes, the patient experience team
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Review titled Eternal wait
Rated 1 star out of 5
by Anonymous - Posted on 27 December 2023
Presenting myself at theA&E with chest discomfort and short breath, because the apparently lost a blood sample I must wait for more than 10 hr to be send home with very poor information and updates about, with bad nurse in contact with patient, hopefully will not be another time.
Visited Accident and emergency services on December 2023
Review titled Royal Free Hospital
Replied on 05 June 2024
We are sorry to read of the experience you describe above and please accept our apologies for the delay in acknowledging your feedback. Your comments will be shared with the A&E team. Best wishes, the patient experience team
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Review titled A Mixed Experience
Rated 1 star out of 5
by Anonymous - Posted on 10 February 2024
During 2023, I had two gyane surgeries at the Royal Free - one day surgery minor procedure and one major surgery requiring hospitalisation. It's difficult to leave a review as the surgeries went well, which is the main thing. I'm grateful to live in a country that has a national healthcare service and have had access to all the highly qualified, experienced, and outstanding professionals at the Royal Free. The medical professionals - surgeon, anaesthetists, gynaecologists, doctors, colposcopy staff, scanning technicians, etc were fantastic. Some were reassuring, upbeat, empathetic, and communicated to a high level. Others not so much and appeared to be harried and pressed for time, almost 'working to rule' stance but that is understandable. However, and this is a huge 'but', the admin system fails and a huge majority of the nursing staff (or rather 'healthcare assistants', let's face it there's no way most of them are even beginning to be correctly qualified for the job) were so dysfunctional and appalling that they directly put my life at risk. They made error after error to the point the only way to survive is to be well enough to self-manage one's own case and be knowledgeable enough of medical issues and alert at all times to potential mistakes and also staunch enough to assert one's own rights. It's a case of watching your back at all times and then fighting for one's basic human rights and needs - such as water or a blanket. This is barely possible when profoundly unwell and / or coming out of major surgery and on morphine! I was removed from the hospital by a friend when I was in no way fit to leave. My friend insisted we got out after she came and witnessed me being verbally abused by a nurse (who then came and cried actual tears and begged us for forgiveness so we ended up comforting him - ludicrous!). I left the hospital constantly vomiting, unable to walk, and completely traumatised but it was better than staying there. Thank you for the amazing surgery - I'm blown away to have been left with only tiny little scars and now be alleviated of some chronic debilitating health problems. As for the rest of it, it's totally dysfunctional and needs radical overhaul urgently in my opinion. Nobody should be exposed to unqualified or incompetent 'nurses' or abuse or patient paperwork mix up. No nurse should be working 12 hour days. The weakest links are prolific and life threatening in this hospital in my observation.
Visited Gynaecology on December 2023
Review titled Royal Free Hospital
Replied on 12 February 2024
I am sorry to hear about your experience and offer apologies on behalf of the Trust. If you would like this to be investigated as a complaint, please contact our Barnet complaints team (who oversee our gynaecology services). The team's e-mail is: rf-tr.bcfcomplaints@nhs.net
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Review titled Nucleare Medicine Staff/Dept
Rated 5 stars out of 5
by Joyce Z - Posted on 30 November 2023
A friendly warm welcome by all staff. From car parking attendants, staff on reception to volunteers - all had a smile and were very helpful. Special thanks to all staff in the Nucleare Medicine dept for making my visit so pleasant in this wonderful state of the art facility. I can't thank you enough.
Visited Don't know on November 2023
Review titled Royal Free Hospital
Replied on 05 June 2024
Dear Joyce, Please accept our apologies for the oversight which has led to there being an inexcusable delay in acknowledging your feedback. It's lovely to read that you received a warm welcome and a smile from all staff and volunteers you encountered. We'll share your feedback with the reception staff and the nuclear medicine department. Best wishes, the patient experience team
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Review titled Accessibility
Rated 3 stars out of 5
by Anonymous - Posted on 29 November 2023
Regardless of clinical care being directly delivered- missing an appointment time then getting ticked off for being 5 minutes late is not acceptable whilst awaiting a cancer diagnosis. The lifts at the hospital in Hampstead are awful and people are directed right left and centre due to the complex nature of their controls. I had to use the stairs in the end which is not easy whilst you have Stage 4 osteoarthritis on a knee. Meanwhile the other lift bank’s reserved for staff were laying empty. Why can’t the hospital sort access to its clinics out. Why does it have to be so stressful. Took 25 minutes to leave the floor. If this is reflective of care- I’d be seriously concerned
Visited Urology on November 2023
Review titled Royal Free Hospital
Replied on 05 June 2024
Firstly, please accept our apologies for the oversight which has led to there being an inexcusable delay in acknowledging your feedback. We'll share your comments with the estates team (engineers) who look after the lifts. We hope that any care you have received from the hospital has not been reflective of the accessibility issues you faced to attend your appointment. Best wishes, the patient experience team
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Review titled The care I was given here was truly exceptional.
by Chris2304 - Posted on 29 September 2023
I had a stroke in August 2023 which left me paralysed down the right side of my body. After spending 2 weeks at the Queen Square and Royal Free hospital I was transferred to the neurological rehab unit at Edgeware Community hospital. The care I was given here was truly exceptional. The skill and patience of the physios was excellent and I could see significant improvement every day. By the end of my 5 week stay I was able to walk again without using a stick. The facilities are good and the nursing team were also fantastic - very attentive and caring.
Visited August 2023
Provided by Care opinion
Review titled Royal Free Hospital
Replied on 05 June 2024
Dear Chris2304, Firstly, please accept our apologies for the oversight which has led to there being an inexcusable delay in acknowledging your feedback. Thank you for taking the time to write to us about your experience at the Neurological Rehab Centre in Edgware. It's amazing to read that after a 5 week stay you were able to walk without a stick - a testament to their great work and your own determination no doubt! We'll make sure that the team at NRC are aware of your feedback. Best wishes, the patient experience team
Information supplied by Royal Free London NHS Foundation Trust