Royal Free Hospital
Pond Street, London, NW3 2QGContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Fantastic Ward
Rated 5 stars out of 5
by Keeley S Wood - Posted on 11 June 2023
Booked for surgery, admitted to the Day Unit, from the time I arrived to going home I was treated by all staff with care, compassion, dignity and respect. I was kept updated with everything regarding my surgery. I was on my own and not once did I feel anxious or concerned. Thank you to those who looked after me! You are all a credit to the department xxx
Visited Day treatment services on June 2023
Review titled Royal Free Hospital
Replied on 12 June 2023
Dear Keeley, Thank you for your feedback. It's great to read that the staff treated you with care, compassion, dignity and respect and that you never felt anxious or concerned. We'll share your feedback with the Day Surgery Unit manager so that they can share your comments with the staff that looked after you. With best wishes, The Patient Experience Team
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Review titled Not a great experience
Rated 3 stars out of 5
by Anonymous - Posted on 25 June 2023
I visited this hospital today on a Sunday because of verry bad pain caused by sinusitis but I felt so humiliated when the young lady who checked me asked ironically "when is the last time u have seen a dentist? "as soon as I open the mouth . It made me burst in tears. My teeth are not perfect but are not extremely bad either, are just the best a dentist could do not verry long ago without carrying any intervention on them because I feel I can't tolerate the pain caused by them anymore. The other staff wass kind and polite.
Visited Don't know on June 2023
Review titled Royal Free Hospital
Replied on 05 June 2024
Please accept our apologies for the oversight which has led to there being an inexcusable delay in acknowledging your feedback. We're sorry to read about the way this member of staff spoke to you. This is not how we expect our staff to talk to patients and will share this with the team as there is learning to be had from your experience. Best wishes, the patient experience team
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Review titled Great care and professionalism
Rated 5 stars out of 5
by Eteri - Posted on 25 May 2023
We were admitted with my son at the children’s North Ward on the 6th floor. The nurses were fantastic, I can’t thank them enough for their care. The doctors team, pediatricians, surgeons and the children’s gastroenterologists were extremely professional and helpful. There was also a team of educators on the ward and they were the kindest of people. Not to mention the young doctors and nurses at the children’s emergency department - they are doing an excellent job under immense pressure. Thank you, Royal Free!
Visited Paediatrics services on May 2023
Review titled Royal Free Hospital
Replied on 26 May 2023
Dear Eteri, Thank you for sharing your recent experience of 6 North and the children's emergency department with us. It's lovely to read that you found the nurses fantastic and the medical team to be professional and helpful - and the kind educators of course! We'll share your feedback with the staff on the ward and in the emergency department. With best wishes, The Patient Experience Team
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Review titled Bad practice
Rated 3 stars out of 5
by Anonymous - Posted on 16 May 2023
I bring my mom to A & E when her bp was high and Pulse also High. The service in the First part was good. They send to treatment suite for bp monitoring. Me and my mom and brother was waiting so long for dr to see my mom. We came at 12 pm and the doctor seen my mom at 5am and asked if she wanted to do an CT scan. She agreed and CT scan was done at 6:30am. They bruises her hand while failed to insert a canulla. After the CT scan we were waited for the results until 11am no response yet. We keep asking them but they were so busy to find out why it has been so delayed. Then one of the nurse ask my brother to leave and 1 visitor allowed but on the notice board it said 2 visitors allowed. My brother has to leave after all the arrangements. Still waiting nobody has come to seen my mom or asking how her condition now. Are they playing games here. Delayed treatment delayed discharge. Patient get more anxious and angry.
Visited Accident and emergency services on May 2023
Review titled Royal Free Hospital
Replied on 26 May 2023
Dear reviewer, Thank you for taking time to leave a review and apologies for the delay in responding. We are sorry to read that you had a poor experience with your mum in A&E and that you experienced long waits and that you were not communicated with very well. Our A&E department continues to be very busy and there will be times when staff have to ask additional visitors/companions to leave. If this was not done in a empathetic manner, then please allow us to apologise on behalf of the A&E staff. We hope that you were not waiting too much longer after leaving this comment and that your mum is better now. With best wishes, The Patient Experience Team
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Review titled Visit to Breast Clinic Royal Free
by Satisfied and Content - Posted on 05 May 2023
I had to attend the breast clinic with my 18 year old daughter and wanted to express my thanks to the well run department. Everyone from the welcoming receptionist to the consultant, radiographer and patient nursing staff were all very kind and sensitive. Its so convenient to have everything in the one department. Within 2 hours she had been seen, scanned, diagnosed and discharged. Thank you all
Visited May 2023
Provided by Care opinion
Review titled Royal Free Hospital
Replied on 15 May 2023
Dear Satisfied and Content, Thank you for taking the time to leave feedback about your recent visit to the breast clinic with your daughter. It's lovely to read that all of the staff were kind and sensitive - exactly what you need in hospital - and that everything was carried out within 2 hours. We'll share your feedback with the staff at the breast clinic. With best wishes, the patient experience team
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Review titled Wonderful services
by Sibling Love - Posted on 28 June 2023
In March my brother had a stroke. He was rushed to Queens Square hospital where he was in ICU for a few days. From there he went to the Royal Free Hospital in Hampstead for a few weeks then on to the most amazing rehabilitation centre called NRC in Edgware. Whilst there he had a whole team of wonderful people who taught him to walk, speak, write, read, make food, care for himself, to wash and dress. They helped with his thoughts and feelings and taught new ways to do things for himself. We will be eternally grateful to every person who cared for him from March up until the day he left rehab in June. When he left rehab, a wonderful social services care package was set up for him and continuing therapies are being held in his new home. The care and support we have received throughout this difficult time has been and continues to be wonderful.
Visited March 2023
Provided by Care opinion
Review titled Royal Free Hospital
Replied on 05 June 2024
Dear Sibling Love, Please accept our apologies for the oversight which has led to there being an inexcusable delay in acknowledging your feedback through this website. We received a copy of your feedback from the team at the NRC last year and it makes us really proud of the work they do there. With best wishes, the patient experience team
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Review titled Efficient, empathetic , professional service
Rated 4 stars out of 5
by Anonymous - Posted on 30 March 2023
I have rarely if ever needed AE , and in the current climate of an enormously overwhelmed NHS, I was very worried to even attend after hearing many accounts of different accident and emergency departments ( not the staff just the unmanageable needs right now ) . However although busy there appeared to be an extremely efficient production line right from reception, to triage , phlebotomy and seeing a Doctor . All of the above staff were friendly, informative and above all each and every one was calm despite the amount of patients they were juggling, many of which are spill overs from primary care whose capacity is stretched . Particular thanks to the young doctor and HCA I saw . My one and only complaint is that it was unbearably hot in there with no ventilation. As someone who has a condition where I cannot tolerate heat I became quite unwell, apart from that .. just many thanks to all.
Visited Accident and emergency services on March 2023
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Review titled Royal Free Hospital
Replied on 21 April 2023
Dear Patient, Thank you for taking the time to leave us feedback about your experience in A&E. It's great to read that all the staff you encountered were friendly, informative and calm. I'll pass your feedback onto the A&E management team and will share your comments about the heat and lack of ventilation in the department with our Estates team to see if there's anything that can be done. With best wishes, the patient experience team
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Review titled Amazing service
Rated 5 stars out of 5
by Anonymous - Posted on 30 March 2023
I felt well looked after. Most members of the staff were absolutely great. Special thanks to the doctor who took the time to listen and was so reassuring and the HCA who was very professional and excellent at his job. Also the receptionist was incredibly lovely and friendly. You are simply an amazing team, working really well together. Thank you so much!
Visited Accident and emergency services on March 2023
Review titled Royal Free Hospital
Replied on 21 April 2023
Dear Patient, Thank you for sharing feedback with us about your recent visit to A&E. I'll share your comments with the A&E management team. If you are able to remember the names of any of the staff you saw, so that your feedback can be shared with them, you can email us at rf.patientexperience@nhs.net With best wishes, the patient experience team
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Review titled Getting worse
Rated 1 star out of 5
by Mr LB - Posted on 20 July 2023
about 18 months ago I was diagnosed with Lymphoma. Had a skin issue which was suspected as Cancer. My consultant notified Dermatology (Royal Free Hospital) to get a biopsy done and also to request historical records but no one responded or even followed up, despite confirming that they seen my notes (confirmed by my consultant) still no response or reply for 4 months, Haematology (uclh) unit ended up doing biopsy themselves then continued with my treatment. Even after my cancer treatment and bone marrow transplant, no one followed up with my skin condition as it was still persistent, prior to that my appointment got moved 4 times, when i finally saw them in March this year they looked at my skin, said they didn't know what it was and that they couldn't do anything about it come back in in 6 months to see if there is any improvement, appointment was made for September, its just been moved again to March next year. Despite the good reviews i have seen here, I feel that no one has really cared about my condition, one would have thought that since my condition was an acute one - all over my body - more tests (blood tests) or something to figure out what was causing my issue, worst case a referral to a specialist but it seems due to them being overwhelmed they were quick to dismiss me (even the dermatologist commented on how understaffed they were) his excuse for my appointment was holidays but that was the same he said when i last visited. As my condition was unusual he said he would speak to his senior consultant, he went out came back and dusted over where he went and gave me some story about their being millions of conditions they were unaware of and this may have been one of them; the truth is even the senior consultant couldn't be bothered to pop in. This has been going on for almost 5 years now, when I first had my skin issue I was treated at Barnet (got the same poor follow up) i.e lots of cancelled appointments then ended up getting bumped off the waiting list so I requested to be moved to dermatology at the royal free, my earlier consultations with their specialist was great, the Dr was very caring, almost determined to get to the bottom of my issue but he got transferred, after that the follow up became; well next to nothing and now very disappointing
Visited Dermatology on February 2023
Review titled Royal Free Hospital
Replied on 21 July 2023
We are sorry to read of your disappointment and frustration with the service provided, and would be happy to look into things for you. If you would like a response to the concerns you have, we would suggest that you make contact with the complaints team via rf.complaints@nhs.net. Under the NHS Complaints Procedure, however, complaints should be made within 12 months of the date of the incident(s) concerned, so it may be that some of your issues will be considered out of time for investigation.
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Review titled Challenging experience
Rated 3 stars out of 5
by Anonymous - Posted on 17 January 2023
I was admitted and stayed in hospital over Xmas and new year. My experience during the first part of my stay was rather challenging. Although I could witness that I was being taken care as well as possible, the environment that surrounded me was chaotic, incredibly noisy, I had to constantly be on alert, not so much for myself, but the patients I was sharing a room with. From patients calling out for nurses for a very long time, to unsatisfied and angered patients, patients in pain and screaming, to having to ask for help for other patients at times and having to get up to do so. I was desperately needing a calm environment to rest and recover, but this did not happen for part of my stay. Even when I moved to a different ward, although calmer, I still had to go find help for other patients who kept calling for help and were unattended. I feel so upset from my experience that I am struggling to overcome it on an emotional level. I have no idea if this was happening because it was a holiday period or if this would be like this at all times. But I feel very reluctant to return to hospital, even when it is the place that is best to help me when in acute situations. I would like to still add that I witnessed incredible work from the nurses and assistants at times. Their compassion, patience and hard work did not go unnoticed and I am very grateful for it. I also want to reference the volunteers who at one time, went above and beyond to help me out.
Visited Acute Internal Medicine on December 2022
Review titled Royal Free Hospital
Replied on 19 January 2023
Dear Patient, Thank you for taking the time to provide us with feedback about your recent admission. We're sorry to read of the experience you describe. Some of the issues with the environment may have been due to the holiday period, however we cannot say this for certain. We'd like to be able to share this feedback (anonymously if you wish) with the wards you stayed on so that they can learn from your experience and so that we can let the staff who were compassionate and patient know that you appreciated them. If you would like us to share your feedback, please email us at rf.patientexperience@nhs.net to let us know. With best wishes, the patient experience team
Information supplied by Royal Free London NHS Foundation Trust