"Complaints regarding administration"

About: Royal Berkshire Hospital

The Quality Care Commission in its report regarding “Outpatients stated ; I quote: “There was a significant variation in the time between an outpatient consultation and the GP receiving the outcome letter of within one week to six weeks”. However, the hospital has still not got to grips with the problem. On 13th October I had a KUB and US. For patients falling within certain high risk groups the Ultrasound Department will carry out an abdominal aortic scan as part of a renal tract scan, which is why this additional service was offered to me. On this occasion a small aneurysm was detected, which, the sonographer informed me, will now be monitored and I would receive a letter and leaflets and my GP would be informed. The NHS/AAA screening web pages also state about notification and leaflets even discussion with practice nurse To date 06/11/2014 I have received nothing; No letter/leaflets regarding aortic aneurysm or Kidney X-ray or renal tract report The KUB was completed and I was informed a letter would be sent to my GP and I would receive copy; Again to date 06/11/2014 I have received nothing. I saw my GP and I informed him a small aneurysm was detected during my renal tract scan. My GP informed me he had received no results from the hospital. How is my GP to decide on treatment or prescriptions without hospital notification?. This is not the first problem I have had with administration; I have been in the past a "victim" of medical records not in chronological order, test results missing In November 2013 I had 2 standard letters; 1)booking me for Pre-Op assessment Clinic on 09/12/2013 at 12.00 and ( 2) informing me; A bed has been reserved for you on Hopkins Ward, 4th Floor, Eye Bloc at the Royal Berkshire Hospital Date and time; 19 December 2013 at 12;00 Your operation/procedure is scheduled for later that day Prior to those letters I had received a letter from a Consultant stating: The question is do you need surgery at the moment , I think it would be worth seeing the surgeon who performs this to discuss things further and you will be hearing from him shortly. At the time administration booked me for the operation I had not even seen or heard from the surgeon. I made a complaint, the response was “we sent standard letters” That was the only explanation; (I saw the surgeon in February 2014 who decided not to do an operation) This present set-up is definitely of no use to patients, doctors or anyone else. 4 e-mails of complaint sent to “talktous” 1 to Complaint Dept have all been totally ignored I expected from my complaint? I expect to receive letter regarding aaa result; result of kub and us renal tract scan (or copy of letter to my GP which I am supposed to receive and always have done in the past) However, seems I am not even going to get that I am 74 years of age; I have other health problems I do not need, or should I have, stress caused through an incompetent hospital administration department

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Responses

Response from Royal Berkshire Hospital

We are very sorry to hear of the difficulties that you have experienced. We understand that your concerns are currently being formally investigated and that you will therefore hear from us shortly. In the meantime if we can be of assistance we would be happy to arrange for someone to contact you. We understand that the email difficulties you experienced in contacting our Patient Relations Department from abroad have been rectified and your emails are now getting through to the department so you can either email or telephone them on 0118 322 8338.

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