Patient experience

When the Royal Free Hospital was founded back in 1828, our mission was to provide care and prevent ill health. Our mission remains, but the way we provide healthcare has changed dramatically since then. Some changes are due to advancement in technology and in changes to the economics which underpin healthcare, but we also make changes as a result of patient and carer feedback.

Patient experience can be described as ‘what the process of receiving care feels like for patients’. Understanding patient experience can be achieved through a range of activities that capture direct feedback from patients, carers, other service users and the wider community; from surveys to working together to co-produce services. Ultimately good patient experience and involvement is evidenced to result in better clinical outcomes for patients, as one of the three pillars of high quality care alongside patient safety and clinical effectiveness.

We value the feedback of our patients and carers and need to seek and understand your views, so that we can work towards meeting your needs and expectations.  


We want the Royal Free London NHS Foundation Trust to be a welcoming and supportive trust for carers. Please get in touch with us if there’s anything we can do to support you as a carer while the person that you care for is in one of our hospitals. Click to read further resources.

Get in touch with our hospitals

If you would like to share a positive experience or make a suggestion about any aspect of your care, please speak to the person in charge of the ward, clinic or department. Alternatively you can get in touch with our Patient Experience teams. Please note that our Patient Experience teams do not deal with complaints. If you would like to make a complaint, please refer to the 'Patient Advice and Liaison Service (PALS) section below.

Email Barnet Hospital

Email Chase Farm Hospital

Email the Royal Free Hospital

Other ways to share your feedback with us 

Patient Advice and Liaison Service (PALS)

If you are unhappy with the care you have received at the Royal Free London NHS Foundation Trust, then in the first instance we suggest talking to the staff involved in your care as this can often lead to issues being resolved more quickly.

If this does not resolve your concerns, you can visit the PALS page for information on how to raise your concern with the trust.

Please note that you can also contact PALS to leave compliments for staff and the care you have received, which will be passed to the team. 

Local Healthwatch

Healthwatch is the independent national champion for people who use health and social care services and there is a local Healthwatch for every area of England. Each local Healthwatch gathers information on patients’ experiences of local health and social care services which can be used to influence both national policy and local services.

If you would like to find out more information or get involved, contact your local Healthwatch:

Healthwatch Barnet

Healthwatch Camden

Healthwatch Enfield

Healthwatch Hertfordshire

NHS website

You can also leave a review of our hospitals via the NHS website