"Disappointing, frustrating, feeling helpless"

About: Royal Free Hospital

What could be improved

The doctor is very friendly, but seems to be out of depth in NHS environment and needs to organise his team and logistics better, and improve communication with his patients. Both visits to him have been rushed and fruitless. The first time he failed to mention that there was an option for us to see a dermatologist re. our daughter's hemangioma and we found out about it only when we got a copy of his letter to GP. During the follow up appointment on 14 March (to get the referral to a dermatologist) he spent more time looking for a room for his opthamologist than with us. Unfortunately, the eye test showed that the hemangioma has started to affect our daughter's eyesight, but we still (27-Apr) haven't received neither his letter to our GP nor a letter of appointment with a dermatologist, and are still waiting for his response re. when to expect them.

Story from NHS Choices

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Response from Royal Free Hospital

Thank you for taking the time to share your experiences. We are very sorry that you have experienced poor communication and understand how frustrating this must be for your family. We have passed your feedback onto senior managers in the department and we would ask you to get in touch with us so that we can quickly refer your daughter to a dermatologist and offer you a further consultation either by phone or in person with our paediatric ophthalmologist or the head of department. Please contact our Patient Advice and Liaison Service on 020 7472 6446 / 6447 or by email at rfh.pals@nhs.net so that we can arrange this for you.

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