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About: Royal Berkshire Hospital

What I liked

The reception lady was polite.

What could be improved

Everything. The nurses were not forthcoming with information or help, there were no facilities for our children in the Paediatric A&E, the doctor could not understand English very well, the doctor started treating our 1 year old without saying what he was doing or smiling and scared the life out of him. We were ignored and treated very badly. We were polite, did not make a fuss, never complained until we had to leave due to such bad treatment. We took our son elsewhere for treatment and were looked after fantastically.

Story from NHS Choices

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Responses

Response from Royal Berkshire Hospital

We are sorry and surprised to hear you were dissatisfied with our newly Paediatric Emergency Department. It is a bright child-friendly area with toys available and the waiting room screen shows child-friendly television programmes. We employ registered children’s nurses to work in this area and play leaders, who are trained to occupy children and are able to distract them if they need to undergo procedures. We would like to say thank you for taking the time to comment on the care that your son received; if you would like to discuss your issues of concern directly with the Matron for Paediatrics & Neonates, she would be happy for you to do so (Tel: 0118 322 7480 or email susan.timperley@royalberkshire.nhs.uk or you can contact our PALS/Patient Relations team (0118 322 8338 or talktous@royalberkshire.nhs.uk).

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