"So bad it's worth going the extra mile to UCL..."

About: Royal Free Hospital

What I liked


What could be improved

Efficiency and complaints procedure.

Anything else?

Staff communication skills were non-existent. Having a pre-arranged time for an appointment should mean being seen within half an hour of that time not left in a waiting room for 45 minutes getting quizzical looks from reception staff like I'm some vagrant who'd wandered in off the street to keep warm. Finally after the aforementioned time had elapsed being placed at the end of a long queue (at least 20 people waiting) for an X-ray by a particularly rude orderly whose communication skills were patchy at best added insult to injury. The obvious plan would have been to put me at the back of this queue as soon as I'd arrived. Ran out of time and had to return to work without treatment. Complaints system since was laughable and not really worth the bother.

Story from NHS Choices

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Response from Royal Free Hospital

Thank you for your feedback and we are very sorry to hear about your experiences. We would encourage you to get in touch with us at rfh.communications@nhs.net so that we can look into this further.

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