"Positive R F experience with confident, ..."

About: Royal Free Hospital

What I liked

I was a patient at the gynaecology department at the Day Surgery unit. Once through the chaos of the Reception area, I received excellent care from the nurses,anaesthetists and doctors.The pre-op care was sensitive and the doctor took time to explain the procedure and calm my nerves as did the anaesthetist. The nurses were very professional both before and after the biopsy and ensured I was well cared for.

The results of my procedure won't be available for a couple of weeks, but I am confident that any further treatment will be carried out with the same level of care, kindness and sense of humour!

Once passed the Reception line, that is...

What could be improved

I was a very recent patient at the Day Surgery unit. As with the other patients who arrived at the pre-arranged time of 7.30am I was hungry, thirsty and nervous.

These physical and emotional issues were made worse by the chaos at the reception desk where the staff were abrupt and disorganised. I was handed the details of a Greek gentleman in his 60s when I am a middle-aged, fair-haired woman.

People were having to stand in line (this wasn't helped by 'buddies' taking seats, while patients were standing). Medical staff were waiting for this reception process to be completed, which may be delayed some peoples' procedures?

It was a very unfortunate beginning to what was a very professional process.

Anything else?

Occasionally, the excellent work the medics and their teams carry out at the Royal Free is let down by back up teams of admin and reception.

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Response from Royal Free Hospital

Thank you for taking the time to tell us about your experience of the Royal Free. Your comments have been passed to the relevant department.

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