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 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
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Review titled Disbelieved and called names
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2022
My trip to A&E started well when the man checking me in noticed and corrected the height of my crutches and I was sent to triage almost immediately because I was in so much pain. However things went badly wrong after that. The triage nurse was very rude. She was very impatient with my answers and cross that I had already been to a different A&E the day before, I started to explain that 111 had told me to go there and she interrupted and told me it didn't matter. She kept asking my name even though I could see it was on her screen. I asked to lie down as sitting down was so incredibly painful and she said there was nowhere to lie down but she would get me stronger painkillers so I could sit down. She wheeled me into a cubicle where there was a bed in a sitting position and left me facing away from it. I didn't know what was going on, so I tried to get on the bed, I managed to lie across it which was some relief but she was very cross when she came back. She put something in front of my face too close for me to see and was impatient when I didn't know what to do with it. It was morphine in a syringe with no needle attached. Eventually I realised I was supposed to drink it. She left me lying across the bed. I got very cold and kept asking for help and a blanket, staff were walking past and stopped but no one helped. I managed to work out where the lever was to lower the bed to flat so at least I was able to lie flat on the bed and I pulled paper off the roll to cover myself to try to warm up. I was in such a lot of pain it was taking my breath away and making me cry out. When a Dr came he wasn't very kind either, was impatient for me to sit up which I did with great difficulty and in great pain. He said I couldn't be jn pain after having that much morphine. I was. He also said my hip was not swollen. It was I could see it. He said there was no reason for me to be in pain but he'd have to get a consultant because he didn't know what was going on. He said all this like I was being a nuisance and maybe even making it up. I asked him for a blanket. He ignored me. When he came back with the second Dr he seemed much nicer in front of him and said of course I could have a blanket. This was three hours after I had first asked for one. The second Dr said that it was obvious I was in a lot of pain and he recommended some other drugs to relax the muscles and some more pain relief. A nurse came with the drugs but said a name that wasn't mine. When I said that wasn't my name she told me it was. Then she took them away. I got the same drugs 20 minutes later. An hour later I was told to ring my partner to come and get me, I was still in the same amount of pain as when I came in and no more mobile and was very distressed from how I had been treated. I was left to try to put clothes on myself and when I asked for help a nurse stopped looked at me then went round the corner and said 'cat lady is asking for help'. I think this whole experience has been traumatic.
Visited Accident and emergency services on July 2022
Royal Free Hospital has not yet replied.
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Review titled Still waiting for an appointment
Rated 1 star out of 5
by Barbara W - Posted on 06 May 2023
I attended the neurology department for a first appointment in July 2022. I waited for 2 hours only to be told that the doctor was not available. I was put on the list for a future appointment. I am still waiting and my symptoms are getting worse. My gp told me to chase it up as another referral would mean that I would have to start again. No joy as departments do not answer their phones.
Visited Neurology on July 2022
Review titled Royal Free Hospital
Replied on 15 May 2023
Dear Barbara, Thank you for taking time to leave a review here and I am sorry to read that you are still waiting for an appointment with the neurology team. Please contact the neurology department via email at rf-tr.neurologyenquiries@nhs.net and they should be able to look into this further for you. With best wishes, the patient experience team.
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Review titled Amazing service
Rated 5 stars out of 5
by Dee - Posted on 02 August 2022
Visited the A&E department last week and wanted to thank the staff for looking after me so well and being very caring. They went above and beyond to get to the bottom of my condition and once diagnosed managed to find me a bed. 5 star to everyone! Thank you NHS for making me better and for your hard work!
Visited Accident and emergency services on July 2022
Review titled Royal Free Hospital
Replied on 03 August 2022
Dear Dee, Thank you for taking the time to write to us about your experience at the hospital last week. I'm glad to read that you're feeling better now. We'll pass your comments onto the A&E staff. With best wishes, The Patient Experience Team.
Information supplied by Royal Free London NHS Foundation Trust