"My mothers visit to the Endoscopy Unit"

About: Royal Free Hospital

Anything else?

My mother came in for an ERCP to insert a stent in her liver prior to surgery on the 1st February. She and I were extremely worried about this procedure. However, we were greeted warmly by the receptionist and informed that due to building works, she would be prepared in the lower ground unit and then taken upstairs for the procedure, before returning to the lower ground. All of the staff we came into contact with were curteous and respectful and helped to allay our fears. Mum's key nurse following the procedure was particularly warm, kind and caring.

I work in the NHS myself as a Consultant Systemic Psychotherapist and I know how important it is for staff to show warmth and kindness alongside professionalism.

Please pass on our thanks to everyone in the Endoscopy unit.

The only area I think that could be improved upon is the main reception. On the two occasions we have visited the hospital, I thought that the reception staff could show more interest in the visitors when they have queries e.g. look up when people approach the desk and if they are busy to acknowledge the people waiting in some way. The reception we received did not inspire confidence in us.

Story from NHS Choices

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Response from Royal Free Hospital

Thank you for taking the time to share your experiences of the Royal Free. I am so pleased that you and your mother were happy with the care she received and that you found the staff to be warm and respectful. Your comments will be shared with the Endoscopy team who I am sure will greatly appreciate the feedback.

Thank you for your comments about the main reception and the behaviour of staff. We will pass this on to the relevant team so that this can be followed up.

I hope your mother's surgery goes well.

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