About: Royal Free Hospital

What I liked

The staff were generally courteous and polite

What could be improved

The hospital organisation (I should say dis-organisation) is appalling. The organisation is completely non-patient-centric. Staff do not work together in any way what so ever. If they tried to be this dis-organised they could not achieve it.

The doctor prescribed some medicine to be taken by syringe. Asked about how to collect it he said "I have no idea, i give up on the NHS". At the pharmacy they could not dispense the medicine then as "we do not have it. It will take a couple of days. We will call you when it is ready". Needless to say they never called. I had to call to check, after 3 days, only to hear "it has been ready since yesterday". The pharmacy explained they didn't call because "the people who make up the meds just deliver to our fridge, we don't know it's there". the syringe needs a needle. The pharmacy do not tell you there is no needle included. The first time I picked up meds here I went home without a needle and had to return to collect needles (that is a 140 miles round trip) since no-one could tell me what needle is needed. This time i knew i had to go back to the clinic to pick up the needle - of course the pharmacy did not tell me this time either. The nurse at the clinic did not know what needle to give me and expected me to know "well you have had the medicine before, so which needle is it?". All in all completely hopeless. The CEO (or whatever title he/she goes under) of this hospital and the management of the hospital do not deserve the title or their jobs, the leadership that delivers this service is completely incompetent.

Anything else?


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Response from Royal Free Hospital

Thank you for taking the time to give us your feedback. We are very sorry to hear about your experience and that you felt the service we provided was disorganised. We would encourage you to contact the Patient Advice and Liaison Service to discuss the issues you have raised here in more detail. Contact details here: http://tinyurl.com/87ln6pa

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