"I was refered to the general surgery ..."

About: Royal Free Hospital

(as the patient),

What I liked

I was refered to the general surgery team at the Royal Free in September 2008. My first appointment was in October 2008. I arroived promptly, checked in and after a four hour wait was informed that the doctor was not available to see me. I arranged another appointment for the following week. Again, a four hour wait, but this time I was seen by a doctor. He examined me and requested an ultrasound. The booking for the ultrasound took 5 phone calls and two letters. When I arrived, no appointment had been booked. My follow up appointment with the consultant would have been wasted, so I requested a later date. When I arrived for this appointment, the clinic was not a general surgery clinic but a colo-rectal clinic. My rebooked appointment is in two months. It appears that the Royal free has competent clinicials but the support services are a shambles.

What could be improved

A booking system that actually works and does not send out multiple for each appoint ment on the same day. On day i received 4 letters in the post informing me ofthe same appointment -- I terrible waste of taxpayers money

Story from NHS Choices

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Response from Royal Free Hospital

We are very sorry to hear about your poor experience with our out-patient appointment area. If you would like to contact our PALS service with details of when this happened, we would be glad to look into this further:

Patient Advice and Information Service (PALS)

Opening times: Monday to Friday 9am - 4.30pm, except Wednesdays 10am - 4.30pm

Tel: 020 7472 6446 / 6447; (020 7472 6445 - 24 hour answer phone)

Fax : 020 7472 6463

Minicom : 020 7472 6593


Interpreting services: 020 7472 6592

Text number: 07624 803635 (for use by deaf, hard of hearing and hearing impaired patients only)

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