"Actual Appointment Time, a bit of joke!"

About: Royal Berkshire Hospital

I took my son for an ENT appointment and had to wait an hour longer than the given time! I believe that appointments process is totally broken and needs to be revisited. I arrived half an hour early from the given time because we were traveling from another town, therefore I had to leave my son there to come out and extend car parking. I did not feel comfortable about it. The best bit I saw on the notice board. You said: waiting time should be displayed We listened: it is now displayed on the white board Reality: there was no indication of waiting time anywhere! The names of doctor/staff on duty were not displayed correctly too. We saw the consultant after a wait of more than an hour but it was well worth it as consultant was very pleasant and knowledgeable. That was the only positive in our visit!

Story from NHS Choices

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Response from Royal Berkshire Hospital

Apologies for the lack of communication that occurred on that day. We do try to keep patients informed of any delays but this is sometimes difficult to adhere to as some of the clinics are multi disciplinary, working alongside other specialist staff such as audiologists and speech therapists. We are sorry that there were errors on the staff boards - this may have been because of an emergency change in staffing on that day due to sickness or an emergency - without knowing the exact issue, it is difficult to explain. We are presently working on the appointment system to re-adjust the timings and specifics of the appointment to make life easier and hopefully less stressful for patients. If you would like to discuss your experience in more detail with the ENT Sister, she would be happy to talk with you - to facilitate a meeting please contact our Patient Relations Team on 0118 322 8338 or email talktous@royalberkshire.nhs.uk

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