"Another memorable visit today to a great..."

About: Royal Free Hospital

What I liked

I am filling in this form to praise one employee of the hospital who stands out for first class attitude, knowledge and competence in all aspects of her job. On both my visits to clinic 5 (first floor) on 30/03/11 at 09:15 and on 6/04/11 at 15:30 I happened to be favourably impressed by the extreme efficiency and competence and good natural predisposition to help people, even under stress, shown by lady, a nurse/floor assistant to clinic 5. On my first visit she spontaneously called me (when I was sitting in the waiting corridor to be seen by a specialist) to inform me that I am being held back because they were waiting for a required 'referral form' from my GP practice and she reassured me that it won't be long before it would be faxed over to them. After one minute she passed by and updated me on the status of the waiting, advising that the fax had just come through. Today, on my return to the clinic to arrange for a sleep study, the receptionist looked not sure on what to do and so called this staff member who promptly left whatever she was doing and devoted her full attention to me and listened carefully to what I came there for and phoned the correct extension to have somebody to speak to me. She waited by the phone until they rung her back and explained my situation then made me speak to another very helpful lady on the phone, who took note of my request and reassured me I will be contacted by phone regarding my appointment. This lady exceeded my expectations, twice. I also noticed the good, happy, helpful attitude of all the staff members of the Blood department when I went for my tests (twice) during March. And another great staff member that I have dealt with was a lady, whose friendly tone, accuracy, readiness and knowledge of the hospital building could be compared to a standard of hotel concierge.

What could be improved

Also, a gentleman was very attentive, corteous and helpful when I enquired on 30/3 morning about directions to the General ENT department as it was not showing on the main self-help signage (it's under Ear/Throat/Nose).

This hospital is well run, the staff is brilliant, the signage to locations of the building is clear, visible and up to date, very clean throughout, well ventilated and the areas I visited smelled fresh.

What could have been improved?

I can't think of anything really, but I have only visited Ground and 1st floor for quick exams or a specialist visit only.

Anything else?

I would recommend this hospital, fully up-to-date with NHS high standards of hygiene, accessibility and services provided. And if that's not enough, there is a nice green area nearby.

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Response from Royal Free Hospital

Thank you for your kind feedback, we're delighted that you had a good experience and we will pass your comment on to the staff involved.

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