About: Royal Berkshire Hospital

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Went into a &e as a sixteen year old with renal colic (stone suffer) a & e saw me efficiently and got my onto a bed, two hours passed and still no pain releif in sight. After I asked again they finally gave me something. They did not listen to me when I said I needed fluids due to my condition. After being in a & e for fours hours I finally get too an ultrasound in which they knew nothing about my condition and I had to provide it once again. After my scan I was told I was going to a ward and should wait in the CCU seven hours later got offered no pain relief no water and no information on what the hell was going on. When a porter did come I had too wait another hour for a bed. I was totally disgusted in the way I was treated with no care in the world. Was not seen by a consultant intill three days in after arguing saying i needed fluids that the junior doctors said no too. By the time I was given them my vains were so dilated that i needed a new caniulla. I was staved for two days due to lack of information and discharge took four hours. I feel due to me being sixteen without parents I was not respected and no one told me anything about my treatment

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Response from Royal Berkshire Hospital

We sincerely apologise for your experience in A&E and CDU. Our aim is that on arrival in the unit you are seen by a consultant and an immediate management plan is formed so that when you are seen by the junior doctor later, results and initial investigations are on hand. We apologise that you did not receive analgesia in a timely manner. With regards to ultrasound not having your information and you needing to repeat yourself, again we apologise as the staff in the department should have access to your notes and only clarification should have been needed. Presently the hospital is under huge pressure for beds resulting in delays, but you should have been kept informed of this and we are sorry that this did not happen. We are also very sorry that you had further unsatisfactory experiences on the Urology ward. The Urology team endeavours to give an excellent standard of care to all patients, regardless of age, and we are very sorry if this was not the case for you.

We strive very hard to ensure patients have a positive experience and we are sorry in this case that we did not achieve this. All feedback is valued and the matrons for the emergency and urology areas have taken your comments on board and will speak to all staff concerned in an attempt to improve services. If you would like to discuss the problems you experienced in more detail we would encourage you to contact our Patient Relations department. Please either telephone 0118 322 8338 or email talktous@royalberkshire.nhs.uk.

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