"Confused messages"

About: Royal Berkshire Hospital

After over 3 years of visiting GPs surgeries and waiting for a referral, my son was finally seen by a consultant 4 months ago and then again last week. On our first consultant appointment at ENT my son had blood taken for allergy tests. 4 months later, on our second appointment, we were told there was an 'error' with the processing of the blood - they had no idea what had happened to it, apparently it had to go all the way to Scotland so it could have been lost. My son had to have another test done and the decision was taken for my son to have an operation anyway. I have no idea on what basis, because there hasn't been any sound analysis that I am aware of to give me enough evidence that he needs it. I wasn't given information about the doctors who would perform this operation, where it would take place and what the procedures are and whether there would be more consultations beforehand. The doctor who consulted my son had no idea about how the hospital works, I could hardly understand what he was saying, the nurse helped him quite a bit to get his message across, so all that made me very nervous. I did not feel that I could trust the staff with my son's life, as he will have to be put to sleep and the operation is very sensitive: close to sinuses and the brain. I feel I need to look at other options before I can make up my mind, I cannot take any risks. I wish the information was clearer and more transparent, the doctors more competent and more reliable, the assessment more thorough, and the whole process more streamlined.

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Responses

Response from Royal Berkshire Hospital

Thank you for feedback. We are disappointed to hear that you have been unhappy with your experience within the department and we would like to speak with you in person about the concerns you have highlighted. If you wish to do so, please contact our Patient Relations Team on 0118 322 8338 or email talktous@royalberkshire.nhs.uk and they will take your personal details and forward to the Matron for Head & Neck Surgery. Please feel reassured that we will share your comments with the department.

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