Royal Free Hospital
Pond Street, London, NW3 2QGContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Help others by sharing your thoughts and experiences about Royal Free Hospital.
Reviews
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Review titled Always quick and efficient
Rated 5 stars out of 5
by Florance - Posted on 22 August 2023
Staff who do take the bloods are always cheerful, friendly and do their job very well. It took under 2 minutes for my appointment this morning and I barely felt a thing.
Visited Phlebotomy on August 2023
Review titled Royal Free Hospital
Replied on 12 September 2023
Dear Florance, Thank you for taking the time to write a review about your experience. We'll pass your feedback on to the manager of the service. With best wishes, the patient experience team
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Review titled Noise from air conditioning on 10th floor
Rated 5 stars out of 5
by Anonymous - Posted on 25 August 2023
The air conditioning seems to be on at full rate making the room extremely cold also resulting in a high volume making it impossible to sleep over night. The controls for the air conditioning with in the ward/room seem not to work
Visited Don't know on August 2023
Review titled Royal Free Hospital
Replied on 12 September 2023
Dear patient, Thank you for your feedback and apologies for the delay in responding. We can share this with our estates team, however it would be useful to know on which ward this was occurring. If you're happy to do so, please email us at rf.patientexperience@nhs.net Best wishes, the patient experience team
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Review titled Outstanding Day Surgery Experience!
Rated 5 stars out of 5
by Anonymous - Posted on 02 August 2023
I am so, so grateful for my stay in the Day Surgery Unit. Everyone involved in my care was absolutely wonderful (and I could see the little kindnesses they showed to other patients also, above and beyond their jobs). No-one chooses to need treatment (!) but the staff here make the experience as pleasant as possible, and their patients are very fortunate!
Visited Day treatment services on July 2023
Review titled Royal Free Hospital
Replied on 12 September 2023
Thank you for taking the time to leave a review about your experience on the day surgery unit and apologies for the delay in responding. We'll share your feedback with the team. Best wishes, the patient experience team
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Review titled Shocking patient care
Rated 2 stars out of 5
by Alexia Loukaides - Posted on 28 July 2023
Absolutely terrible experience. I had my gallbladder removed in March 2023. I have yet to see a doctor post op we are now at the end of July. I've had 3 a&e visits from the pain and side effects , I had an ultrasound In April which I still haven't had the results of. 5 cancelled appointments due to strikes. Finally 28th of July comes and I get to my appointment early, 45 minutes go past I'm still waiting so i asked a nurse how long is the the wait to which she responded you ask too many questions, I sit back down, an hour and half has gone by I go to the reception to ask how much longer as I have work, the lady then goes to the rude nurse and ask her how much longer to which she responded I need to put this other person first bearing in mind this patients appointment was scheduled 45 minutes after mine. How can someone pick and chose who is seen first. We are clearly all unwell that is why we are there. I told them I will go privately and I want to be removed from their care as the are clearly not interested in my health. Absolutely disgusting service and I feel utter neglect by this hospital
Visited Gastrointestinal and Liver services on July 2023
Review titled Royal Free Hospital
Replied on 02 August 2023
Thank you for taking the time to outline your dissatisfaction with the service you have received. This certainly does not sound like the level of care we aspire to provide our patients, and we would welcome the opportunity to investigate further. If you could please e-mail our complaints team (rf.complaints@nhs.net) with the information above and anything else you feel relevant, along with your hospital number and contact details, we can facilitate an investigation into your concerns.
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Review titled Bad Experience
Rated 1 star out of 5
by Anonymous - Posted on 16 June 2023
Never available and too quick to discharge. My experience with them is limited as you never see anyone face to face. It has taken 3 years to get an MRI with them after an accident. No investigation what so ever. Very poor service should be investigated by the BMA.
Visited Pain Management on June 2023
Review titled Royal Free Hospital
Replied on 05 June 2024
We are sorry for the oversight which has led to there being an inexcusable delay in acknowledging your feedback - please accept our apologies. We hope that you have now had the MRI. Best wishes, the patient experience team
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Review titled Fantastic Ward
Rated 5 stars out of 5
by Keeley S Wood - Posted on 11 June 2023
Booked for surgery, admitted to the Day Unit, from the time I arrived to going home I was treated by all staff with care, compassion, dignity and respect. I was kept updated with everything regarding my surgery. I was on my own and not once did I feel anxious or concerned. Thank you to those who looked after me! You are all a credit to the department xxx
Visited Day treatment services on June 2023
Review titled Royal Free Hospital
Replied on 12 June 2023
Dear Keeley, Thank you for your feedback. It's great to read that the staff treated you with care, compassion, dignity and respect and that you never felt anxious or concerned. We'll share your feedback with the Day Surgery Unit manager so that they can share your comments with the staff that looked after you. With best wishes, The Patient Experience Team
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Review titled Not a great experience
Rated 3 stars out of 5
by Anonymous - Posted on 25 June 2023
I visited this hospital today on a Sunday because of verry bad pain caused by sinusitis but I felt so humiliated when the young lady who checked me asked ironically "when is the last time u have seen a dentist? "as soon as I open the mouth . It made me burst in tears. My teeth are not perfect but are not extremely bad either, are just the best a dentist could do not verry long ago without carrying any intervention on them because I feel I can't tolerate the pain caused by them anymore. The other staff wass kind and polite.
Visited Don't know on June 2023
Review titled Royal Free Hospital
Replied on 05 June 2024
Please accept our apologies for the oversight which has led to there being an inexcusable delay in acknowledging your feedback. We're sorry to read about the way this member of staff spoke to you. This is not how we expect our staff to talk to patients and will share this with the team as there is learning to be had from your experience. Best wishes, the patient experience team
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Review titled Great care and professionalism
Rated 5 stars out of 5
by Eteri - Posted on 25 May 2023
We were admitted with my son at the children’s North Ward on the 6th floor. The nurses were fantastic, I can’t thank them enough for their care. The doctors team, pediatricians, surgeons and the children’s gastroenterologists were extremely professional and helpful. There was also a team of educators on the ward and they were the kindest of people. Not to mention the young doctors and nurses at the children’s emergency department - they are doing an excellent job under immense pressure. Thank you, Royal Free!
Visited Paediatrics services on May 2023
Review titled Royal Free Hospital
Replied on 26 May 2023
Dear Eteri, Thank you for sharing your recent experience of 6 North and the children's emergency department with us. It's lovely to read that you found the nurses fantastic and the medical team to be professional and helpful - and the kind educators of course! We'll share your feedback with the staff on the ward and in the emergency department. With best wishes, The Patient Experience Team
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Review titled Bad practice
Rated 3 stars out of 5
by Anonymous - Posted on 16 May 2023
I bring my mom to A & E when her bp was high and Pulse also High. The service in the First part was good. They send to treatment suite for bp monitoring. Me and my mom and brother was waiting so long for dr to see my mom. We came at 12 pm and the doctor seen my mom at 5am and asked if she wanted to do an CT scan. She agreed and CT scan was done at 6:30am. They bruises her hand while failed to insert a canulla. After the CT scan we were waited for the results until 11am no response yet. We keep asking them but they were so busy to find out why it has been so delayed. Then one of the nurse ask my brother to leave and 1 visitor allowed but on the notice board it said 2 visitors allowed. My brother has to leave after all the arrangements. Still waiting nobody has come to seen my mom or asking how her condition now. Are they playing games here. Delayed treatment delayed discharge. Patient get more anxious and angry.
Visited Accident and emergency services on May 2023
Review titled Royal Free Hospital
Replied on 26 May 2023
Dear reviewer, Thank you for taking time to leave a review and apologies for the delay in responding. We are sorry to read that you had a poor experience with your mum in A&E and that you experienced long waits and that you were not communicated with very well. Our A&E department continues to be very busy and there will be times when staff have to ask additional visitors/companions to leave. If this was not done in a empathetic manner, then please allow us to apologise on behalf of the A&E staff. We hope that you were not waiting too much longer after leaving this comment and that your mum is better now. With best wishes, The Patient Experience Team
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Review titled Visit to Breast Clinic Royal Free
by Satisfied and Content - Posted on 05 May 2023
I had to attend the breast clinic with my 18 year old daughter and wanted to express my thanks to the well run department. Everyone from the welcoming receptionist to the consultant, radiographer and patient nursing staff were all very kind and sensitive. Its so convenient to have everything in the one department. Within 2 hours she had been seen, scanned, diagnosed and discharged. Thank you all
Visited May 2023
Provided by Care opinion
Review titled Royal Free Hospital
Replied on 15 May 2023
Dear Satisfied and Content, Thank you for taking the time to leave feedback about your recent visit to the breast clinic with your daughter. It's lovely to read that all of the staff were kind and sensitive - exactly what you need in hospital - and that everything was carried out within 2 hours. We'll share your feedback with the staff at the breast clinic. With best wishes, the patient experience team
Information supplied by Royal Free London NHS Foundation Trust