"Not good as I was in pain, am a diabetic and had..."

About: Royal Berkshire Hospital

What I liked

Staf were polite and helpful

What could be improved

Waiting time, receptionist made an error and put the incorrect time on my notes, I therefore had to wait an extra 1 and a half hours to be seen.

Anything else?

Staff nurse was apologetic.

Story from NHS Choices

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Response from Royal Berkshire Hospital

Thank you for taking the time to comment on your recent outpatient visit to The Royal Berkshire Hospital. We are sorry that your experience did not meet all of your and our expectations. The reception staff in Orthopaedics are currently getting used to a new computer system and while this does not excuse the error that happened with the time you were booked into clinic; we believe it goes someway towards explaining why an error such as this may have occurred, and we can only apologise. The reception staff have been working extremely hard to prevent disruption to patient services and they do regret the distress that you were caused.

We are delighted that you were able to recognise the way our staff work together, how polite and respectful they were towards you and how clean the department was. Our staff do work very hard to ensure our patients get the best experience possible and we are grateful to you for highlighting both your concerns and the positive aspects of your visit.

The matron for this area has spoken to the team about your comments, in a learning context, and knows that they will continue to do their best to avoid problems such as this occurring in the future.

Once again, thank you for giving us the opportunity to understand your experience and we hope any future contact with our Trust meets not only some but all of your expectations.

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