"Didn't know my friend's name"

About: Royal Berkshire Hospital

Despite spelling out her current name at the reception, my friend was called by her old name in the waiting room, causing confusion and leading to a longer wait time. Very disappointed in the lack of basic competence.

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Responses

Response from Royal Berkshire Hospital

We are sorry to hear that you were disappointed with the level of service you received from Emergency Department reception. It is normal practice to call the name that was given at booking in as it is the only identifier that we have available to us, so we are unsure how this situation occurred. If the name was incorrect at booking in we can only apologise as its normal practice that if there is any uncertainty, reception staff clarify the name with the patient. We are sorry that this did not happen on this occasion.

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