"Great clinical staff, rude receptionist."
About: Royal Berkshire Hospital Royal Berkshire Hospital Reading RG1 5AN
What I liked
Children's A&E is a superb idea - very calming environment for children, plenty of activites/toys/books to help pass the time.
The Clinical staff were fantastic - as always.
The Reception staff left a lot to be desired.
What could be improved
After waiting 90 minutes with a 2 year old (we were the sole patients in childrens a&e the entire time). I approached a receptionist with a smile and politely asked how much longer the wait would be. They replied ' I can't tell you, ask one of the nurses when they come out' and left their seat and walked away while i was still standing at the desk. Bearing in mind a nurse had not 'come out' in the last 90 minutes -they implied it was not their responsibility to provide patient care and i was putting them out. Surely it is not my responsibility as a patient to approach a nurse? The receptionist did upset me which caused added anxiety for my child.
I realise that EPR is being introduced - but patient care must come first. This was sheer rudeness, nothing else.
As i have said, the triage nurse and doctor were lovely and very professional - but the receptionist made an unpleasant experience, even more unpleasant.