"A tale of two halves!"

About: Royal Berkshire Hospital

I had occasion to visit the radiology department on level 2 for a procedure under ultrasound scan. On arrival at reception I noticed that there were two receptionists, both busy on their computers. When one of them had finally finished they looked up and asked how they could help me (no smile and no expression). I said I had an appointment and gave them my letter. I was asked several questions and instructed to sit and wait on the chairs opposite to be called. This happenened fairly quickly although I wasn't aware it was me for several calls as they obviously misread my name. When I gave them my name and asked if I was who they wanted they just nodded and shrugged their shoulders. I went along to the Scanning department and what a contrast! Everyone was friendly, polite and professional. They smiled and introduced themselves. Thank you all. You enhanced the experience and made a big difference to this patient. What a shame the department was let down by front of house - it really costs nothing to smile.

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Royal Berkshire Hospital

Thank you for your comments; it is always helpful to receive feedback from service users. We are sorry to hear that the welcome you received at Radiology Reception did not meet your expectations but are pleased that your experience within Ultrasound was more positive. On the day in question the reception staff were working with a new IT system but should not have allowed this to impact on the standard of service provided. Your comments have been shared with them and they have been reminded of the need to be welcoming and to provide a high level of customer service at all times.

  • {{helpful}} of {{total()}} people think this response is helpful