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 Awful experience
by Don’t worry - Posted on 11 June 2024
Been waiting in a&e for 13 hours with a patient who is has difficulty breathing and is experiencing a lot of pain . 13 hours for a blood test ??? What kind of hospital is this I don’t understand a person can die until someone gives help . The patient is in a lot of pain crying from pain and they haven’t even gave any pain killers ?! I wouldn’t suggest anyone to go to this hospital if you’re experiencing very bad pains .!
Visited Accident and emergency services on June 2024
Review titled Royal Free Hospital
Replied on 11 June 2024
We're sorry to read of the experience you describe, this is not what we wish for our patients. If you wish to provide further detail for this to be looked into in greater depth, please contact our colleagues in the Patient Advice and Liaison Service (PALS) on rf.pals@nhs.net With best wishes, the patient experience team.
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Review titled In and out in 5 minutes
Rated 5 stars out of 5
by Anonymous - Posted on 19 June 2024
I went to the drop in x-ray service and it couldn't have been more efficient. I was literally in the hospital for less than 5 minutes and one of the staff even took care of my baby whilst I had the x-ray. Couldn't have been easier. Thanks
Visited Don't know on June 2024
Review titled Royal Free Hospital
Replied on 20 June 2024
Thank you for taking the time to leave us a review. It's great to read that your visit was so efficient and that someone was able to look after your baby whilst you had the x-ray. We'll share this with the team. Best wishes, the patient experience team
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Review titled Fantastic Stay Floor 7 South
Rated 5 stars out of 5
by Christopher Rule - Posted on 31 May 2024
I would like to say a huge thank you to all members of staff working in day surgery and recovery room also to all the amazing staff working on floor 7 South Royal Free Hospital have made me feel so comfortable and so relaxed and been very helpful and polite towards me and would personally like to thank all of the NHS Staff of all the hardwork you put in and all deserve an award for outstanding and incredible members of staff thank you so much for looking after me during my stay I have never felt so relaxed in a hospital ward before once again Thank You to all staff working for NHS especially in royal free hospital pond street
Visited General Surgery on May 2024
Review titled Royal Free Hospital
Replied on 05 June 2024
Dear Christopher, Thank you for your feedback. It's so nice to hear that you felt comfortable and relaxed on the ward and that the staff you dealt with were helpful and polite. We'll share your feedback with the teams who we know will really appreciate it. With best wishes, the patient experience team
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Review titled Extremely let down today, GP could not not care less!
Rated 1 star out of 5
by Phoebe - Posted on 03 May 2024
I had an appointment today in Clinic 6 at apprx 13:30, which they cancelled without letting me know. I took today off as did my father, which cost us around £800 as the receptionist told me I absolutely had to be at this appointment today else it would be pushed by many many months. When we explained this to the reception, the doctor still refused to see me even though the mistake was made by this hospital. This appointment was important as I may have a serious condition concerning the left side of my brain, but clearly not that important to these NHS so called professionals. This doctor should be ashamed!
Visited Neurology on May 2024
Review titled Royal Free Hospital
Replied on 05 June 2024
Dear Phoebe, Please accept our apologies for the delay in responding to your feedback. We're sorry to read of the experience you had. If you would like this looked into further and have not already done so, you can 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 A huge 'thank you' ...
Rated 5 stars out of 5
by Kathy - Posted on 25 May 2024
My elderly mum came into A&E for an emergency MRI this week. The wait time in A&E (through no fault of the staff) was around eight hours, which meant that, towards midnight, she had to be admitted for the night. Having said this, we couldn't have asked for more from the lovely staff looking after the small side ward (AAU Bed 24) where mum was eventually accommodated. I watched, the next morning, as they managed some fairly challenging situations with expertise, patience, compassion and humour; and the duty doctor who attended was - despite being run off his feet - patient, clear and kind. We feel very fortunate that the Royal Free is one of our local hospitals - we've been involved with them on a number of occasions, and so appreciate the care and expertise they offer. Thank you, Royal Free - you are an absolute treasure!
Visited Accident and emergency services on May 2024
Review titled Royal Free Hospital
Replied on 05 June 2024
Dear Kathy, Thank you for taking the time to leave feedback on your mum's recent visit to A&E and stay in AAU. We'll share your comments with the A&E and AAU teams and hopefully they can try and track down the patient, clear and kind doctor. With best wishes, the patient experience team
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Review titled Great experience
Rated 5 stars out of 5
by Mary Massih - Posted on 18 May 2024
I attended A and E yesterday morning with chest pains. The care I received was exemplary. From the nurse who took my bloods and performed the ECG , to the radiologist, who x-rayed my heart and lungs, and to the Doctor who advised me on my heart condition, I could not fault them. They were kind, clear and respectful. I was in and out of the A&E within 3 1/half hours. Many thanks to all of you. Do please could keep up the good work
Visited Accident and emergency services on May 2024
Review titled Royal Free Hospital
Replied on 05 June 2024
Dear Mary, Thank you for taking the time to write a review about the care you received in A&E recently. It's lovely to read that the staff you encountered were kind, clear and respectful and that you were in and out quickly. We'll pass your feedback onto the A&E management team. Best wishes, the patient experience team
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Review titled Day Surgery South - very good experience
Rated 5 stars out of 5
by H Macdonald - Posted on 15 March 2024
From the moment I arrived at Day Surgery Unit South for the second time, I was assisted by helpful staff. Yes there are long waiting times for avm treatment that needs to be addressed separately. I would like to highlight my overall experience of the entire team who were informative, professional, hard working and friendly from the reception and service staff to the nurses, two anaesthetists, and vascular registrar I saw that day/overnight. There was always a friendly atmosphere in this busy day surgery unit (both with patients and amongst staff) and the two nurses looking after me were compassionate and attentive. My treatment would not be possible had it not been for the vascular surgeon and interventional radiologist for taking me on as a patient from Scotland which I am very grateful for. Thank you
Visited Day treatment services on March 2024
Review titled Royal Free Hospital
Replied on 05 June 2024
Thank you for taking the time to share your experience with us and we're sorry for the delay in acknowledging your feedback. We'll pass your feedback onto the manager of the Day Surgery Unit who will be able to share it with his team. With best wishes, the patient experience team
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Review titled Keep on rescheduling appointments
Rated 1 star out of 5
by Anonymous - Posted on 26 March 2024
I have been waiting for an appointment for at least a year and a half. I keep on receiving appointments only to have them rescheduled nearer the time. I was supposed to have an appointment tomorrow and I received a text less than 24 hours in advance that it has been rescheduled for four months time.
Visited Gastrointestinal and Liver services on March 2024
Review titled Royal Free Hospital
Replied on 05 June 2024
Please accept our apologies for the delay in acknowledging your feedback. We're sorry to read of the experience you've had with your appointments. We hope the appointment mentioned above is still scheduled to go ahead as planned, but if anything changes, please don't hesitate to reach out to our colleagues in the Patient Advice and Liaison Service (PALS) via rf.pals@nhs.net who will be able to look into the matter for you. With best wishes, the patient experience team
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Review titled Excellent service
Rated 5 stars out of 5
by Helam - Posted on 30 March 2024
My experience at the Royal free was simply the best. I was transferred from uclh on the day of my delivery of twines. I was welcomed with a warm greetings with all the reception team. Which already set the scene. The treatment I received was a 5 start hospitality at the C-section theater and I was very comfortable and reassured with friendly conversation. This took place on 21/02/2024 and some of the team I would like to send special thank to the maternity and all the reception team. I would like to thank you for a job well done and keep up the amazing difference you making everyday. I would recommend Royal Free hospital at any day.
Visited Maternity services on February 2024
Review titled Royal Free Hospital
Replied on 05 June 2024
Dear Helem, Thank you for taking the time to leave feedback about your experience of our maternity service. Please accept our apologies for the delay in the acknowledging it. We have passed your comments onto the maternity team who are very grateful for you taking the time to write in. With best wishes to you and your family, The patient experience team
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Review titled appalling experience/Outpatients Ophthalmology
Rated 1 star out of 5
by Anonymous - Posted on 02 March 2024
I attended an outpatient appointment at the Ophthalmology clinic. When called to see the consultant, I entered a room with three men present. One of them welcomed me and told me how good it was to see me again. Clearly, he had not read my notes otherwise he would have known it was my first appointment at the clinic. There were no introductions made and I assume two of the men were junior doctors and the man who examined me and spoke to me about his findings was the consultant. The consultant asked me to open my eyes and without any warning shone a very bright light into an eye which has an old injury and cataract. The light caused me a lot of pain. I had to tell the consultant 3x that I could not tolerate the intensity of the light before he dimmed it. Following the conclusion of the consultation, the junior doctor who spoke to me first, suddenly came over and asked me to open my eyes. Once again and without any warning, he shone a light into them, clearly wanted to check the consultant's findings and learn from them. He did not tell me why he was re examining my eyes or ask me if it was OK with me to repeat the examination. Both men, in my view, lacked basic communication skills and I found the whole experience abusive.
Visited Ophthalmology on February 2024
Review titled Royal Free Hospital
Replied on 26 March 2024
Thank you for this feedback. I am sorry that you had such an unpleasant experience with the ophthalmology service and would be happy to take this forward as a complaint. If you would like to register a complaint with the Trust, please send an email to rf.complaints@nhs.net, outlining the above experience and providing your name and hospital number. Kind regards, Stephen Evans Head of Patient Experience
Information supplied by Royal Free London NHS Foundation Trust