"The medical care was excellent throughout but the..."

About: Royal Berkshire Hospital

What I liked

The Consultants and team were warm, friendly and reasuring.

The staff on Trueta Ward (10th-13th July) were amazing during my 3 days stay following a hip replacement.

They communicated well at each stage of my care, and met all my needs with kindness. The Physiotherapits were outstanding! Encouraging and supportive.

The food was good

What could be improved

During my fist visit to the consultant and on deciding I needed surgery I was asked if there were any dates I could not attend. I sad, May due to being away for a wedding. I was subsequently sent an appointment for 25th May!. On phoning to cancel, I was told someone had written 1st May as the date I could not attend. I have no idea where anyone obtained that information!

Prior to my operation I had been given a subsequent date of 10th July for surgery by letter.

The letter indicated to phone a number to confirm attendance which I did at the correct time.

I was invited to attend a Pre Op assesment and Hip School on 19th June. On arrival at the pre op department I was told my name was not on the list. On investigation I was told that I had actually cancelled my appointment for that day, and the actual surgery! I had done no such thing and indeed why would I be there if I had cancelled?

However I must say the Pre op Assessment department were most suportive and helpful and indeed sympathetic, but they said there was no way my surgery date could be reinstated. They carried out all thePre Op tests, arranged for me to attend Hip School and indeed arranged a new date for surgery for 31st July.

I have to say I was devstated by this. I telephoned the PALS service who were helpful but I never received an apology.

In the meantime I received a phone call offering me a surgery cancellation on my original date!

On arrival at the Chesterman Unit I was told I ws 2nd on the list for surgery but that they couldn't locate my notes and if they weren't found in time I would just have to be further down the list. That also was distressing, howevr, thankfully my notes were located in time and surgery went as planned.

I must say I cannot fault the RBH for all aspects of care but the administration really needs attention.

Story from NHS Choices

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Response from Royal Berkshire Hospital

Thank you for your positive comments on the care you received during your stay in orthopaedics at the Royal Berkshire Hospital. It is always great to hear when things have gone well for our patients as we strive to achieve really high standards of care and compassion for everyone.

We are delighted that the ward environment was clean and that the food we provided for you was good. We work really hard on achieving high standards of communication and we are really pleased that both this, our team work and the friendliness of our staff stood out for you during your stay on Trueta ward. We will ensure these comments are passed onto our ward team.

We are sorry that the administration let our services down for you and we can only begin to understand how frustrating this must have been for you. We do understand how much organisation is involved in arranging a hospital stay and the subsequent recovery period and we can only apologise that you were inconvenienced so much. We have recently installed a new computer system which has had a few teething problems. However, we are sure that this system will help to improve our efficiency in getting the administrative part of our service right for our patients in the future.

Thank you for taking the time to feed back both the positive and the negative aspects of your experience with us. We share all our feedback with our teams and by doing this hope to develop and shape the services we provide.

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