"A nightmare . I wait to find out what they said..."

About: Royal Free Hospital

What I liked

Was sent to right position & kept informed what was happening by a very pleasant Nurse . There had been great problems regarding getting the appointment in the first place even though attend Cardiology / Neurology & A&E after Cardiac Arrest [ acute] having not been referred with Specialist test results & classic symptons showing years before .

Here [ the same problem rears its ugly head regarding delays & follow up with Tests ]The same concerns with Surgery [ not received urgent letter ] Whittington & UCH too . Lost monitoring appts in 5 hospitals when former GP s said didn't understand condition - GPs saying don't have to follow Hippocratic Oath . Is that because not fully qualified like Nurse who refused to take blood after delaying a week.

NB Security has manhandled here and elsewhere whilst asking for Managers usually admin who had disregarded Doctors wishes & because contracted in do nothing so call Security after telling person to leave . Last occasion Whittington A& E re acute kidney/ ortho/ neuro problem connected to heart &disability SBO / CFS fibromyalgia [ pain & paralysis]

Also most Tier 2 hospitals have no onjective research [ patient orientated] or set up & procedures for those with multi conditions usually chronic now becoming acute [ terminal?].As usual there will be severe delays not only with getting Test CT SAN but with Results & Follow up that the ad maladministrates because on remits from accountants. What could have been improved

What could be improved

Was impressed by the Specialist but so hurried I couldn't think . Thought acknowledged urgency problem to me but when staff went back to him regarding test & follow up took their side ..Experience says it is often technicians interpreting results - legal? not informing Specialists contracted in till next delayed appointment which in case of heart could be too late. .

Often admin try to discharge by giving appts with anyone in team which does not make reasonable sense .

It is unfortunate that often ground breaking medical work is let down by accountants directing a temporary admin with Doctors allowing a conflict of interest regarding public & private systems. Suspect it may effect mortality rates . With GPs with no Specialist knowledge or time to research shouldthey be holding the purse strings . Is this care in the community?

Anything else?

There needs to be a multuidisciplinary approach to the medical via the administration Otherwise chronic becomes acute. Research needs to be all depts & there needs to be bulit into procedures where patients with Multi conditions & disabilities transferred via the specialists from one appt & hospital to another where charging substitute needs to be taken on by separate NHS Dept & findings published . The Specialiasts should also take charge & direct & oversee NICE , Regulatory bodies , Research , A& E & NICE

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Response from Royal Free Hospital

Thank you for taking the time to tell us about your experiences at the Royal Free. We’re sorry that you had problems with getting an appointment, that you felt the appointment was hurried and that you had concerns about your care and treatment. We have passed on your comments to senior managers in the urology department. Our PALS team can help if you would like to discuss your care further – 020 7472 6446 or rfh.pals@nhs.net.

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