The Royal Free Hospital

• IN response to your reader’s letter (‘World class care’ at RFH? It isn’t, October 17), I’d like to say how sorry I am to learn of his poor experience of care at the Royal Free Hospital and would like to offer my apologies on behalf of the trust for the inconvenience and upset caused.

An investigation carried out by our complaints team found that the delay in his referral to another hospital was due to an administrative issue. This has been resolved to ensure it does not happen again.

Furthermore, your reader’s poor experience of both our patient advice and liaison service and the complaints process was unacceptable and this is being addressed internally.

We have written to him on both these matters and I hope we were able to address his concerns.

Finally, I would like to thank him for bringing both these issues to our attention so we can ensure that patients have the best possible experience at our hospital.

STEVE SPOERRY
Interim Chief Executive of Royal Free Hospital
Royal Free London NHS Foundation Trust