"shame the paperwork let hospital down"

Anything else?

Got appointment in post to see the diabetes consultant at the diabetis clinic at Thatcham community hospital. ummm .... did they know something I did not following my blood test at doctors. Feeling very worried I phoned them. They said would investigate and call me back. could feel blood pressure rising by this time as was quite worried I had diabetes, which with only one kidney, worried me somewhat. They got back to me and said no problem. The appointment was for the endocrinologist but they hadnt any automatic letters for that department so sent me ones for the diabetic clinic instead. HUH!!!! maybe a note pinned to the letter telling me not to freak out that I didnt have diabetes and the appointment wasnt for the diabets clinic as stated but ...... Reception told me to go to outpatients, which I did. Apart from that I was seen promptly by the endo etc. He gave me form for a blood test. I was spoken to rather curtly by the nurse on duty at the "blood counter" telling me no more tests today and all those people were ahead of me pointing to the rows of patiently sat patients.. I politely told her I had never been to this hopsital before, didn't know the routine which I why I was asking her and the endo just told me to present this form - today! She did ;profusely apologise and could see she was stressed out with so many people to take blood from. Must have been very hectic to turn people away. So arranged to have my GP take the bloods following week. I didn't know I had to "take a number" and sit and wait. Where I got the number from, haven't a clue but ... maybe next time if I have to attend again, i will ask at reception first and get clued up on what the procedure is. I so dislike the first day at a hospital as everyone expects you to know what to do and where to go. In the box below where I have to say which department I visting I have selected the Endocrinology and Metabolic Medicine department. Although I did see an endo I was actually sent to the Outpatients department, but no choice to select that.

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Responses

Response from West Berkshire Community Hospital

Thank you for sharing your experience of visiting our outpatient services at West Berkshire Community Hospital. We are very sorry that it was so disappointing. The administration team for Endocrinology are working with our IT administrators to change the appointment letters that are sent out in order to prevent the confusion that you experienced and we will ensure that your comments are fed back to the team in the outpatient department, so that they understand how challenging an appointment can be if the right instructions or guidance is not given to our patients. Pathology had an extremely busy day on the day you visited and were indeed struggling to manage the demand on their services. You should however have been given an apology for the delay and advised of alternative solutions in a much nicer manner. We are very sorry that this did not happen. We hope that your next visit will prove to be a better experience for you.

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