"Rude Staff and left uninformed"

About: Royal Berkshire Hospital

Anything else?

Attended eye casualty, felt as though I was unwelcome and an annoyance to staff, waited ages to be seen only to be sent away and told to come back - never again!

Story from NHS Choices

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Response from Royal Berkshire Hospital

We are sorry to hear that you felt unwelcome in the Eye Casualty. We provide a walk-in casualty service and all patients are triaged by the nurse. Based on a clinical assessment, a decision will then be made whether patients need to be seen either by the nurse practitioner or doctor on the same day or not. It is not unusual that we send patients away after they are triaged and book them for another day or refer them back to either their GP or optician for an initial assessment. We try to ensure that all patients receive an eye casualty leaflet which explains and mentions the expected waiting time as we are a very busy emergency service. We do understand patients are here for a genuine reason, and however insignificant the problem is, we always aim to treat them with respect and dignity. We can only apologise if you felt this wasn’t your experience and the matron for the area has discussed your feedback with the team involved.

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