The Royal Marsden Hospital (Sutton)
Review of Outpatients Department Sutton,
10th June 2021
From the moment that I enquired about treatment here, I was deeply impressed. Staff called me promptly, were extremely polite and I felt valued. Whilst I have received quality care in general at my current hospital, I have often felt like a number. In addition, as is usual in the UK, contacting the doctor's secretary is a very hit and miss affair and getting a callback is a miracle.
Not the case at the Royal Marsden in Sutton - communication was polite, clear, helpful, accurate and delivered kindly. Even before COVID, the NHS was going through so much and I tried to bear this in mind and be a "patient patient". A helpful registration pack arrived quickly in the mail, and from the moment when I arrived at the entrance, I was blown away by the focus on patient care. All staff were helpful and made me feel welcome, and upon arriving at Outpatients Reception all paperwork was in order and I was quickly taken to the appropriate room for my consultation.
I was initially seen by a registrar, and a nurse-practitioner in training. They, once again, made me feel very welcome whilst they took my case history and did the required tests. The consultant then came in with a more senior nurse-practitioner, and the consultant had already had an extensive discussion with my current one so did not need to ask all the same questions again. I appreciated his background research on my case.
I had volunteered for a trial, and was quite astounded that my current consultant (who is a renowned expert in my condition, and works at the "top" hospital for my condition in the UK), had not heard about this. I had to do all the research myself regarding this trial. The consultant athe Royal Marsden advised me that subject to a thorough physical examination in a couple of weeks, I would be an ideal candidate for the trial. After this, the specialist nurse practitioner had an extensive discussion with me to assess my holistic needs. This related to support for other things going in my life, which included referrals to other departments and services like complementary treatments. At her prompting, our conversation went into quite some depth and her compassion and empathy left a deep impact on me. I was given a thick information pack to take home, detailing the services that she would refer me to, and the contact details of her and her colleagues who would me my primary contacts for different areas.
This hospital is not located close to my home, but my trip to the Royal Marsden Hospital in Sutton was well worth it. I felt entire confidence with every aspect of the care shown to me so far. An outstanding hospital, with incredibly dedicated staff!!!
I cannot think of anything at present. Your hospital sets an example that all hospitals should aspire to.