"95% fabulous"

About: The Royal Marsden Hospital (Surrey)

The reception staff throughout were the best I have encountered.

The same goes for the nursing staff, the staff member who did the mammogram and the staff member who did the ultrasound and fna which was the most painless ever experienced.

Also the parking arrangements were good.

I was 30 minutes early, was seen early and finished within two hours.

A very stark contrast to my experience at Kingston Hospital nearly two years ago.

It was especially nice that women were respected, not "herded" and allowed to keep their clothes on during waiting periods. There was palpable respect from almost every member of staff for the dignity of patients.

Two things that could have been improved were the signage and the demeanour of the doctor I saw.

I'm sure they were thorough and clinically excellent but there was no empathy, no warmth, no basic courtesies of please and thank you and no eye contact.

And they struck the fear of God into me over their assessment that what I presented them with was not a cyst and would need a core biopsy.

It was a cyst and it didn't need a core biopsy.

Someone needs to teach them how to deal with frightened human beings.

Had it been bad news I would not have wanted to have it broken by them.

Indeed, I asked the wonderful mammogram staff member and ultrasound technician if I had to deal with them again.

It is important.

It is about communication and should be part of the basic training.

Story from NHS Choices

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Response from The Royal Marsden Hospital (Surrey)

Thank you for taking the time to tell us about your appointment at The Royal Marsden. We are pleased to hear you had a positive experience with our reception, mammogram and ultrasound staff.

We have passed on your comment regarding signage to the appropriate manager.

We are very sorry to hear that you did not have a positive experience with the doctor you saw. This is not how we would want any of our patients to feel. If you would like to discuss this further please contact our Complaints Manager on 020 7811 8186 and she will be pleased to assist you.

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