"The NHS fails every time when it comes to paper..."

About: Royal Free Hospital

What I liked

Waiting time for appointment was not too long.

What could be improved

Receptionist at clinic appointment was extremely rude. Expressed no manners at all. Sent us to sit in entirely the wrong place, then moved us. Then when we were called to see the doctor it turned out we were in the right place to begin with.

Not only did the doctor not read the notes befote our meeting but he did not have any surgery notes and had nothing directly to refer to in regards to the operation that had previously been performed.

Story from NHS Choices

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Response from Royal Free Hospital

Thank you for taking the time to let us know about your experience. We apologise that staff were rude and gave you incorrect advice about where to sit. If you have any concerns about your treatment, please contact our PALS service on 020 7472 6446 or rfh.pals@nhs.net. We will pass your comments on to senior managers within the hospital.

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