"Lovely doctors and nurses, reception staff not..."

About: Royal Berkshire Hospital

Visited here early morning. Reception staff missing for quite some time but eventually appeared. Nurses and doctors friendly and approachable and provided enough information. Slightly disturbed that i could hear conversations clearly in the next room when in the eye casuistry waiting room and when having vision checked by nurse. So doubting the level of privacy.

Reception staff seemed off hand although not unhelpful. Long queue at casualty desk and two staff head down to their computers. It seems the admin work should be carried out elsewhere if you dont want frustrated customers.

Honestly the whole admin team need to put on a friendlier manner and at least say please and thank you when asking for things from patients. it costs nothing and feels nice.

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Responses

Response from Royal Berkshire Hospital

We are sorry to hear you did not have a positive experience during your visit to RBH Eye Casualty. We strive to provide good patient experience and maintain people's privacy at all times and we are sorry that on this occasion we did not do that. Thank you for providing us with feedback so we can improve on this in the future. If you would like to discuss this or provide more details please contact our Patient Relations Team on 0118 322 8338 or email talktous@royalberkshire.nhs.uk

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