"Good - but could be better!"

About: The Royal London Hospital

What I liked

I was very fortunate that my appointment was at the beginning of the afternoon appointments schedule; I was seen within 30 minutes of my arrival and was referred to the Radiography Team for an x-ray.

The Radiographers were very professional and pleasant in their approach - with my x rays being completed in a competent and professional manner.

I was then referred back to the Orthopaedic Consultant - who was very professional and treated me with respect and in an appropriate manner.

There had been a relocation of departments to the new wing of the hospital at the time of my appointment.

What could be improved

I have been subsequently given a rescheduled follow up appointment for July 2012 in place of the original follow up appointment which was scheduled for January 2012.

Whilst I accept that there have been relocation hitches - a follow up appointment which is intended to investigate the outcome of my upcoming scan appointment this month scheduled for July is just bonkers!!!

In addition - I have to highlight the manner in which some of the locum nursing staff called for patients: I have a double barrelled surname but nearly missed my appointment with the consultant after the x ray due to the staff calling out the last part of my surname. I was not impressed with this and felt that if a patient is called Mr/Mrs/Ms X Ray - then this is the name that should be called.

Anything else?

Staff on the reception did not appear to be familiar with the relocation of departments and I was sent back to the old departments on at least two occasions prior to finding the right one!

If I had a profound disability or was elderly this could be very distressing

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Responses

Response from The Royal London Hospital

Thank you very much for your positive feedback about our staff at The Royal London Hospital. We have passed you comments onto the department.

We apologise that you were called by an incorrect name. It is the Fracture Clinic's normal practice to call patients by their first name first followed by their surname in full. If we do not get a response, we call the patient by their surname then their first name.

We are sorry about the long wait to your follow up appointment, please do contact us on the following email AFHealthcare@bartsandthelondon so that we may assist you further with this.

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