"Treated brilliantly at Royal Free"

About: Royal Free Hospital

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Earlier today I went to the Royal Free after a long time. I was greeted by a staff member when the check in machine was not working immediately who proceeded to have it done manually very quickly. I further explained I had two different appointments at different times on two different days. They suggested that I proceed with my appointment and while I was waiting she would try and see if she could contact the appointments department. A short while later she found me in a different part of the hospital and handed me an appointment for my test for the same day! although the only appointment she could obtain for the second test was a few hours later her actions were well beyond the call of duty. She asked me to request the duty person doing my test if just perhaps they could accommodate both tests at the same time which would not need me to come back during the day. When I got the opportunity to make the request...they said yes! Really I could not thank the staff enough - the first staff member in particular, she helped save me a half day of work and lots of unnecessary waiting around. Furthermore, coming to the Royal Free after many years I could not help notice the cleanliness, the improved lighting, and a buzzing hospital where people were receiving fantastic care. One hospital carer who was sitting holding the hand of an old lady in the most gentle kind way. The trolley and wheel chair men and women who were coming to collect patients within minutes of their radiography appointments being completed. I'm sure there will be mistakes and people who sometimes won't get a perfect service but this was an NHS hospital working on a busy morning that seemed to be working like clockwork. The management of the hospital needs to be complimented for really making it a very efficient place and for hiring and training people like them. Well done all! Please feel free to contact me if you need any further details. I am also very happy to help in any other way as a local resident.

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Response from Royal Free Hospital

Thank you for taking the time to give us your feedback. We're so pleased you were happy with the care and attention you received and will feed this back.

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