How we’re keeping you safe

To help keep you safe we have made some important changes at all of our hospitals and community sites - whether you are visiting or having an operation/procedure at the Royal Free London.


When you visit...

To help reduce hospital visits, many patients will be asked to have their appointment over the phone or by video. However, in some cases we may ask to see you in person. 

What we need you to do:

  • When you visit us, please keep your distance from others and wear your own face covering which covers your nose and mouth. If you are not wearing one, we will give you a mask. The face covering or mask must be worn at all times while you are in one of our hospitals or community sites.
  • Use hand sanitiser or wash your hands for at least 20 seconds with warm water and soap as soon as you arrive. Hand sanitiser is available at all of our entrances and across buildings so that you can clean your hands more frequently.
  • Let us know if you have any questions about your appointment when you arrive. Our reception desks are open and we will be happy to help.
  • Please come alone to your appointment and only bring one person to accompany you if absolutely necessary. This is to help us reduce the number of people visiting our clinics and prevent overcrowding in our waiting rooms.

What we are doing:

  • We will take your temperature and ask you if you or anyone in your household with have symptoms of coronavirus.
  • We are limiting the number of people who can go in a lift at the same time and we have rearranged our waiting areas so that you can social distance.
  • Everyone will be wearing a mask during your appointment and some staff may be wearing extra protective personal equipment such as a visor.
  • We are cleaning all areas more often and with extra care. This includes clinic rooms, public areas such as washrooms and frequently touched surfaces which include check-in screens, hand rails, doors handles and lift buttons. 

Things may seem very different when you visit us but our top priority is ensuring you receive the very best care in a safe way.


Having an operation or procedure...

At the Royal Free London, we are taking every measure to make sure it is safe for you to come in for your operation or procedure.

From changing the way our staff and patients access our buildings, to installing clear markings and signage so you know where to go when you visit, we’ve put measures in place to ensure you are kept safe when visiting our hospitals.

In addition to this, we have re-arranged our ward areas and where we provide services to make sure you are cared for in a dedicated space for people having a planned operation or procedure.

We’re regularly cleaning every area of our hospitals – including our theatres, ward areas and frequently touched surfaces such as door handles and lift buttons.

You’ll also see patients and staff wearing a face mask or face covering at all times, and we’ve increase hand sanitising facilities throughout our buildings.

We’re following the latest national guidelines and our teams are working round the clock to make sure your visit is worry-free.


Before your operation or procedure

  • You and the people in your household will need to self-isolate for either 7 or 14 days beforehand – your healthcare team will confirm the exact number of days you will need to do this.
  • Before you self-isolate, make sure you have enough of the food, medication and supplies you will need at home, or plans in place to have these delivered to you.
  • Before your operation or procedure, we will call you to ask you if you or any member of your household has symptoms of coronavirus – staff will ask you a series of questions and this will help us determine if your operation can go ahead.
  • We’ll also ask you to visit a testing centre at either Chase Farm Ѽ or the Royal Free Ѽ to have a coronavirus swab test. This will be around 72 hours (3 days) before your operation, and you’ll need to drive or take a private taxi to visit the centre. You must not use shared public transport. This visit is allowed during the isolation period. If you cannot travel, testing at your home may be organised. We’ll contact you with your results and let you know if your operation can go ahead.
  • Remember, if you or someone you live with develops a high temperature, a new, persistent cough or loses their sense of smell or taste, you must stay at home and let us know.

Your stay in hospital

  • On the day of your operation, you’ll need travel to the hospital by private car or taxi. You must not use shared public transport. You can speak to your healthcare team if this might be a problem for you.
  • Please wear a face covering which covers your nose and mouth during the taxi journey, if applicable, and on arrival at the hospital. Please wash or sanitise your hands on arrival.
  • We will check your temperature and ask you some questions again before you are admitted onto the ward. We’ll also be doing the same checks on all other patients.
  • The team caring for you will introduce themselves to you. They will be wearing different types of personal protective equipment – this may include a face mask, gloves, an apron and a visor. Please don’t be alarmed by this as this is to help keep both you and your healthcare team safe.
  • If you have any difficulties in understanding or hearing something, please let us know so we can communicate with you in a different way.
  • You will not be able to have any visitors during your hospital stay except in exceptional circumstances. You can use our free NHS WiFi to keep in touch with family and friends by video or phone call. If you don’t have a suitable device, let us know and we will help you to make calls.

After your operation

  • You may need to self-isolate with your household again after your operation. The number of days required will be explained to you as this will depend on the type of operation you are having.
  • Where suitable, we’ll offer you a phone or video follow-up appointment if you need one.
  • Our top priority is ensuring you receive the very best care in a safe way. If you have any further questions about your operation or how to prepare for it, please don’t hesitate to speak to your healthcare team.