"For efficient, considerate care go elsewhere."

About: Royal Free Hospital

What I liked

There was a water machine in the waiting area.

What could be improved

Specifically - communication skills from members of staff.

Anything else?

I attended an outpatient appointment at the kidney clinic. With a fixed appointment time I expected to be seen within around half an hour (not unreasonable I don't think). Instead it was over 2 hours until I saw the doctor.

After waiting for nearly an hour under a sign saying 'clinic running on time' and having heard nothing from any members of staff, I politely asked a receptionist whether she knew what was going on. She got her team leader who then came outside to inform people the clinic was running late. If when I had checked in for my appointment they had informed me the clininc was so late I wouldn't have really minded - it would have been irritating but I was happy enough to wander off and have a coffee. It was the lack of information that really upset me.

After waiting another hour with no further information about clinic running time I then spent 3 minutes with a doctor who I do not usually see who was dismissive and abrupt. I'm really confused about why the clinic was running so late when appointment times seem so short.

I then spent another half an hour waiting for a blood test - when I eventually had the test done there were other patients in the room gawping at me. Overall I was in the hospital for 3 hours for a 3 minute appointment - not a very good use of my afternoon leave which I had to take from work.

Story from NHS Choices

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Response from Royal Free Hospital

Thank you very much for your feedback and we are very sorry to hear that you experienced poor communication and delays at the clinic. Your comments have been passed onto our renal team to help improve the service. If you would like to provide further information please get in touch with our Patient Advice and Liaison Service (PALS) so we can look into this further: http://tinyurl.com/2ez9hks

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