"Unfortunately I have just had ..."

About: Royal Free Hospital

(as the patient),

What I liked

Unfortunately I have just had to write a letter of complaint to PALS about the ward I stayed in when I was admitted as an in-patient. I think the Free is a great hospital on the whole so to redress the balance a little I thought I'd say something about what usually happens there rather than the unusual circumstances I complained about. I am a dermatology out-patient (usually) and have been given light therapy lately until the nurses bought the fact that my psoriasis was steadily getting worse to the attention of the dermatology doctors. They have been absolutely lovely to me and one registrar in particular has shown a level of care unusual even in the caring profession. She has juggled my appointments around to give me the chance of access to dermatology doctors (who have also been outstanding in their care, leaving busy clinics to have a quick look at my psoriasis then arranging emergency appointments for when they have more time to examine me properly) and she has seemed genuinely concerned about my condition during some pretty dark times. Without her quick-wits, kind words and expert help I honestly don't think I'd be as well as I feel now. Thank you.

What could be improved

As an out-patient at the dermatology, rheumatology and palliative care clinics I honestly couldn't think of anything that could be improved. Compassionate doctors and nurses and cutting-edge treatment. Brilliant. As an in-patient, at night on a weekend in certain wards perhaps the case is altered somewhat, but hopefully that's being dealt with by PALS.

Anything else?

Just a massive thank you to the doctors, registrars, and nurses and everyone who keeps my ricketty old train on the tracks!

Story from NHS Choices

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Response from Royal Free Hospital

We're very sorry you had a bad experience on the ward and can confirm this issue is being looked into by our PALS office.

On the other hand, we'd like to thank you for taking the time to let us know about your positive experience in dermatology. Your comments will be passed onto this department, as well as rheumatology and palliative care.

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