Feedback of the week - 7 January 2019

7 January 2019

We regularly receive encouraging feedback regarding the services at our trust, via patient letters, NHS Choices or Patient Opinion reviews and our social media accounts, such as our official Twitter account @RoyalFreeNHS and our Facebook page. Take a look at some of this week's feedback below.

Feedback from NHS Choices

Gynae opd

My first time as a patient to this hospital every staff member was helpful from arrival to the clinic all staff were lovely on the clinic the senior doctor listened and put me at ease they are a credit to the department and hospital

Jules gave Gynaecology at Royal Free Hospital a rating of 5 stars

Barnet General Hospital A and E Dept

I went to Barnet General Hospital A and E Dept. for a minor problem , this was dealt with after a two hour wait. This was quick as there were a large number of people waitng to be seen. I am satisfied with the help I received.

Anonymous gave Accident and emergency services at Barnet Hospital a rating of 5 stars

A&E Wednesday 18th December 2018

Thank you so much for an excellent all round service.

My mum had a life threatening condition and was taken to A&E From when we booked in we found the reception staff lovely and helpful.Yes we had to wait to be seen but we came prepared with snacks and a drink. Every single member of the triage staff were lovely and so professional but all kept that warm human touch.mum went to CDU and was looked after by a fabulous night nurse who put mum at ease and was so kind. Special thanks to the night nurse. Who went over and above her nursing role, you are a STAR.

We witnessed some members of the public kicking off at the staff in A&E.You all deserve a medal for the things you have to put up with.
Mum was successfully treated and allowed home later that night.
Thank you for your expertise and care you are all such special people working under immense pressure but still able to laugh and smile with a 95 year old lady who was afraid she would never get back home.

I just wish politicians could witness what you do everyday and invest in more staff and services.

Thank God for our NHS

Anonymous gave Accident and emergency services at Barnet Hospital a rating of 5 stars

Attended with teenage daughter

Attended today with my 13 year old who has had extreme dizziness for three days.
The care she received was second to none from the nurses to the consultants and they all work very hard and were very thorough.
Department was spotless and staff very friendly.

Thank you!

Anonymous gave Accident and emergency services at Barnet Hospital a rating of 5 stars

A&E for my 101-year-old aunt

Yesterday my 101-year-old aunt was taken to Barnet General A&E after having sustained a fall in her care home. She was driven in an ambulance, but I drove separately and after a nightmare 15 minutes circling the car park in a fruitless search for a space, I dumped the car on a side street and eventually met up with my aunt at the hospital at 2.45pm, at which time she was in the ambulance handover area. The paramedic with her was caring and concerned. Soon a doctor approached and said Auntie Jean would be bypassing A&E since it was noisy and busy, and would be taken instead to an Urgent Care Clinic. We were seen very quickly and the doctors and nurses concerned were caring, considerate and treated my aunt with dignity. They fully understood that she hated hospitals and needed to be processed as soon as possible. In fact by 4.15pm she had been seen, her head wounds had been glued and she had been given a comfortable chair, a cup of tea and a sandwich before being transported back to her home. All in all I was very impressed by the speed, efficiency and level of care shown at the hospital.

Anonymous gave Accident and emergency services at Barnet Hospital a rating of 5 stars

Very much appreciated the staff

I had a day surgery two days ago, but had to stay overnight after all. I was impressed with most all the staff who cared for me on the day surgery ward, in the OR and the recovery room. However, I feel the communication between the dag surgery ward and general surgical ward could have been better. Once I arrived at the surgical ward it seemed they were not aware I was initially supposed to go home and therefore did not inform me I was staying, as they thought I knew. That being said, the care overnight was excellent, I especially appreciated one member of staff who was very kind and explained everything I could expect calmly.

Anonymous gave General Surgery at Chase Farm Hospital a rating of 4 stars

Endoscopy unit

I had an endoscopy earlier in the year in the old building, during which the team was excellent. The new building is a revelation, and very welcoming, especially the "meet and greet" which is helpful for finding one's bearings.

The reception at endoscopy however, was a let down. A smile can mean everything to a patient attending what I consider a very invasive procedure.
However, once I got past this member of staff, the rest of the team were fantastic, welcoming me with empathy and smiles, and I felt at ease.
The member of staff explained everything in a very pleasant manner, and although there was much waiting around, I finally arrived in my pod, where further explanations and questions ensued. 

The doctor greeted me and I had time to discuss the procedure and my current situation, then the staff prepared me for the procedure. 
Here I must commend both nurses for their attention and empathy, both during and after, in particular the Sister who connected well.
It seems however, that the room where the procedure was carried out is smaller and more cramped than others in the unit, which is less conducive to the members of staff's efficacy. Can this be rectified for the good of all concerned?

Then the member of staff took over again, and I left the unit well pleased after a difficult time.

Hart of Herts gave Gastrointestinal and Liver services at Chase Farm Hospital a rating of 5 stars

Feedback on Google

I made an urgent appointment through dialing 111 in the early hours of the morning and arrived to find myself the only patient in a brand new hospital. I was greeted by a doctor and seen immediately; earlier than my appointment time. The doctor and receptionist I saw were friendly, courteous and professional. I was diagnosed and given medication for tonsillitis and left the hospital feeling very happy and relieved. What a pleasant experience even though it was 5 in the morning. Thank you so much.

Matthew T – 5 stars