"Breast clinic fiasco"

About: Royal Berkshire Hospital

I visited the Breast Clinic this morning after initially being seen at Newbury Hospital. We arrived early for the radiography dept, where the treatment is well organised and caring. We were then sent to the Breast Clinic and after checking in, we waited, and waited and waited, until after an 1.5 hours I thought it best to check all was ok. The receptionist said it was normal to wait 45 mins for the results to return and be assessed. All seemed reasonable, but after nearly 3 hours I could feel the stress building and asked a different receptionist if she could help me, sitting in that environment for as long as we had, waiting for what could be life changing results, I was now getting upset. The lady very kindly took me into their office, made me a hot drink and gave me tissues...it was quite clear from what they were saying that I had not been booked in, even though I had checked. The nurse kindly looked up my results and even tried to ascertain the results from the needle biopsy I had had two days earlier in Newbury......I now have to wait 2 more weeks for these. The consultant finally saw us, with no apology and understanding of the awful wait. The receptionist then had to book me in to make an appointment back in Newbury. Please do not let this happen to anyone else. It's cruel,

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Responses

Response from Royal Berkshire Hospital

Please accept our apologies for causing you added stress at such a difficult time. Your feedback has been taken back to the team. It is our expectation that all members of our staff respond to patients' concerns effectively and we are very sorry that this did not happen when you first alerted us to a delay.

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