"Hospital transfer"

About: Royal Free Hospital / Cardiology The Heart Hospital / Cardiothoracic surgery

(as a relative),

My husband was transferred back to the Royal Free to recover from a heart operation (carried out at the Heart Hospital). The Heart Hospital was excellent and care was second to none.

The communication between hospitals was terrible. The Royal Free were not expecting him, the bed wasn't ready, the nurses didn't know what was going on. Having had lots of experience with hospitals - one of the main problems is the lack of communication. It is frustrating to turn up by passenger ambulance only to find the hospital is not expecting you.

General ward care at the Royal Free needs improving but specialist care (Cardiology, Vascular etc) at the Royal Free is excellent. The Heart Hospital was incredible.

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Response from University College London Hospitals NHS Foundation Trust We are preparing to make a change

I hope your husband is recovering well from his procedure and glad to hear you were pleased with the care he received at the Heart Hospital.

I am very sorry that there was a breakdown in communication between the Royal Free Hospital and the Heart Hospital regarding your husband's care. The medical and nursing staff at the Heart always try to facilitate a smooth transition for patients when they are transferred to another hospital and we are sorry that this was not your family's experience. Your concerns and experience will be shared with the staff involved in managing transfers so that we can improve our service to patients in the future.

Response from Julie Coombes, Communications Manager, Communications, Royal Free London NHS Foundation Trust We are preparing to make a change

We’re very sorry to hear about the communication problems with your husband’s transfer to the Royal Free from the Heart Hospital. I appreciate how frustrating this must have been for you and your husband. Your feedback will be passed onto staff involved in managing transfers in order to improve our service.

If you would like a more detailed response to your experience, or if you would like to provide us with any further information, please get in touch with our Patient Advice and Liaison Service who will be able to help you further on 020 7472 6446 / 6447 or by email at rfh.pals@nhs.net

We wish your husband all the best with his recovery.

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