Feedback and Complaints

We value all feedback

Thank you for taking the time to share your thoughts and feedback.

Our aim at the Royal Free London Private Patients Unit is to provide the highest quality care and services, your comments and feedback are invaluable in helping us to do this.

Whether you are a private patient, relative or visitor to the Royal Free London Private Patients Unit, we want to ensure that your experience is a positive one. If you are not satisfied, we would like to understand why and to find out what we can do to improve our service. Your views, positive and negative, are important to us.

Staff will always act professionally and respond to concerns as they are keen to receive feedback. You might also want to let us know about something that has gone well or about staff that you feel have excelled in their service to you.

To ensure we are continually improving, we encourage all patients to leave feedback about their care if possible. This can be done in the following ways:

Please read below for more information on these processes.

Online patient survey

Although there are many ways you can share your experience with us, our preferred way of receiving feedback is via our online patient survey. The feedback, comments and results from this survey are reviewed monthly and are used to look at ways we can continue to improve our services.

All our surveys are anonymous, but do give the opportunity to provide your details if you wish to be contacted about anything covered in the survey.

After your outpatient appointment or discharge from the ward, we will send an email with a link to the survey. If you have not received a survey link within a month of your appointment, please email us on rf-tr.ppu-patientfeedback@nhs.net.

Paper copies of our survey can be provided on request.

Feedback and compliments

If you wish to provide any feedback for the team, but do not wish to complete a survey or go through the formal complaints process, please feel free to send your comments to us.

It is important to us to know when you’ve had a positive experience from our hospital, a team, or an individual. Your positive comments are greatly appreciated by our staff and help ensure good practice is shared and continued.

We also welcome any individual suggestions on how we could improve our services or facilities, that may not need to be addressed through our complaints procedures.

Compliments and suggestions can be shared verbally with a staff member or manager, written on a compliment slip, or sent to us via email: rf-tr.ppu-patientfeedback@nhs.net.

Making a formal complaint

If you are a private patient at the Royal Free London PPU, you can raise a concern or formal complaint by email to rf-tr.ppu-complaints@nhs.net or by post to the following address, "12th Floor Private Patient Complaints, Royal Free Hospital, Pond Street, London, NW3 2QG".

Your written complaint should include:

  • Your name and contact details
  • A full description of the events or issues, including where and when it took place, individuals and teams involved.
  • What actions have been taken by the team so far (if relevant)
  • What outcome you wish to see from your complaint.

Please click here for further information on the formal complaints process.

If you have been seen at one of our hospitals as an NHS patient, please click here, and our colleagues in the NHS will be happy to assist you.