King Edward Vii
St. Leonards Road, Windsor, Berkshire, SL4 3DPContact details and Patient Advice and Liaison Service (PALS)
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Review titled Gone downhill
Rated 2 stars out of 5
by Anonymous - Posted on 03 June 2024
Unfortunately the diabetic clinic has really gone downhill. Before Covid I generally had a great experience, regular check ups, understanding doctors etc. Since Covid I’ve had to chase for my appointments except once, been told things have been done when they haven’t, really struggled to get through to anyone etc. The past two appointments with two different doctors included pretty insensitive comments such as telling me that injecting never hurts and they’d tried it once (once!!) and it didn’t hurt. My most recent experience has been the most disappointing. Early May I received my appointment letter (first time since Covid I haven’t had to chase) and a blood test form. They said it would be available to Frimley and my GP. I go to Wexham and they tell me there’s nothing on the system since April 2023 and that request has expired. I checked the form and sure enough it was dated April 2023. I called them and actually got through, explained the situation and said they would resend the referral and date it today. They said it would be available on the system straight away. I go back to the blood test reception, they check the system and it’s still not on there. We wait for 15 minutes and it’s still not on there. I tried calling the diabetic booking number three times but there was no answer and so I left a message asking for an urgent callback. Called twice more and then called the main hospital reception and explained again and was passed through to the diabetic nurses. I could not get through and left another message asking to be called back urgently. I went back to the blood test reception and asked her to check again, but there was still nothing on the system. By This point it had been 30 minutes since my call, So I called back a further five times and left another message and then called the main hospital reception again. they tried to get hold of the secretary and could not get through and had no further suggestions. I called the diabetic nurses one last time but again could not get through. At this point, I had been waiting at the hospital for an hour. I eventually got the form submitted through my GP and it is now over three hours since I called and left three messages asking for an urgent callback yet I still have not heard from them. Very very disappointing and caused a huge inconvenience. What was supposed to be a quick 15 minute job led to me waiting for nearly 1.5 hours because they failed to do a simple blood test request. It messed up the rest of my day’s schedule, meant I had to pay extra for parking and was just frustrating in general. Really poor service
Visited Diabetic Medicine on June 2024
Review titled King Edward Vii
Replied on 05 June 2024
Dear patient, Thank you for your posting and valuable feedback and we are sorry that you were unhappy with the service provided by our Diabetic Clinic. In order to respond to your concerns , I have contacted the service. It is a small bookings team, and they book appointments for both East and West Berkshire. Unfortunately, they cannot answer the phone to everyone as it rings as they will be booking other patient appointments. However, the team will look to see how they may be able to answer incoming calls differently taking in to account the high call volume. The bookings team telephone and email also state they will endeavour to answer in 24-48 hours in order to manage patient expectations. The administration team cannot order any tests. It must be someone clinical . The bookings team would have spoken to the Diabetes Nurses and requested they complete a new form on the system if the patient had contacted them. The Diabetic Specialist Nurses will be in clinics , out in the community or teaching so they are not always instantly available to the admin team or have access to the clinical system to make the request. For some time we have allocated a DSN to answer patient calls as they come in but with the number of calls received, they cannot be on a call and answer a call at the same time so patients will be prompted to leave a message . All incoming calls are logged so we can manage these, and no call is ever not responded to and are returned in order. We cannot comment regarding the blood form . The usual process is that they are given at the end of the last consultant appointment It should have been on the system, but we do not know why it wasn’t on this occasion and we would like to apologise for this. With regard to concerns regarding doctors, patients are encouraged to advise us if they are unhappy with their consultation. They can ask to see a diabetes nurse after their consultation. Patients can also request to see a particular consultant if they are happy to wait a bit longer for an appointment. The consultants are employed by Frimley Health NHS Foundation Trust and their availability varies, so we have no control over that. Unfortunately, we have a 6-month waiting list for our consultant clinics due to capacity as we have seen a huge increase in the number of referrals to the service since the start of the COVID pandemic. Once again, thank you for your feedback and we will use this to inform service development moving forward. Please contact me, in confidence, should you wish to discuss your experience further. Alternatively, you could contact your local Healthwatch organisation for assistance Healthwatch are the consumer champions for health and social care. https://www.healthwatch.co.uk/ Kind regards, Trevor Lyalle Patient Advice&Liaison Service Berkshire Healthcare NHS Foundation Trust Tel: 01189043467 E Mail: pals@berkshire.nhs.uk
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Review titled Great caring team
Rated 5 stars out of 5
by Paul Trevena - Posted on 05 July 2023
The podiatry team are always caring and dont just focus on feet, they make a point of asking about the health of the whole person including mental health. It's a pleaseure to receive care from such a positive team, whilst they obviously take pride in the NHS and their work. They are also realistic about peoples lifestyles and are non judgemental. The are a great caring team and I am very greatful to receive their care
Visited Podiatry on June 2023
Review titled King Edward Vii
Replied on 06 July 2023
Dear Paul, Thank you for your email and kind comments We are pleased to learn that you were happy with the service at King Edward V11 Hospital. I will share your feedback with staff concerned. I am sure that they will appreciate this. Kind regards, Trevor Lyalle Patient Advice& Liaison Service Berkshire Healthcare NHS Foundation Trust. Tel: 01189043467. Email: pals@berkshire.nhs.uk
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Review titled Bad practice
Rated 5 stars out of 5
by Anonymous - Posted on 05 December 2022
I went there to have diabetes program ( diabetes centre ) as a group And was a lovely lady , who was, unfortunately ( blind, and deaf ears) she ask the person in charge ( kindly) to talk little bit loud, and, Near to her. But the person in charge, find the question; annoying . She didn’t like. The other people ,start, make they frustration . And start laughing about the situation.( lady -blind and deaf ) I ask one person ,to not laughing, and give respect to ,the lady who Was unfortunate about life. He told me to shut up. And I reply, to shut up himself. In that moment, the ( Lady in charge ) Start to shout at me . Instead, to keep the situation under control , And defend that poor lady . Make all situation very bad. Unprofessional, uncomfortable , and no manners. Always ,help first The Unfortunate!!!!!
Visited Diabetic Medicine on December 2022
Review titled King Edward Vii
Replied on 07 December 2022
Dear Sir or Madam, Thank you for your email and I am sorry to learn that you were unhappy with the way that this group was run. I will share your feedback with our service lead so that we can investigate this and improve our service. Please contact me directly, so that we can discuss your experience in more detail. It will help us to address your concerns more specifically. Alternatively, you could contact your local Healthwatch organisation for assistance. Healthwatch are the consumer champions for health and social care. Contact details can be found on our website www.berkshirehealthcare.nhs.uk Kind regards, Trevor Lyalle Patient Advice & Liaison Service Berkshire Healthcare NHS Foundation Trust. Tel:01189043467 E mail: pals@berkshire.nhs.uk
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Review titled Over 55 years of age and no support anymore
Rated 3 stars out of 5
by Anonymous - Posted on 07 July 2023
Been with this audiology NHS trust since 2010 for hearing loss and referred by ENT Consultant. Now classed as age related hearing loss as over 55 years of age. They will now not support me for hearing loss. Referred back to GP who says I have to self refer myself for hearing aids to Buckinghamshire and Oxfordshire Age Related Hearing Loss service. Now no where is local for me to get hearing aids. Nearest centre is 12 miles away. I find this not helpful as you get older. This Audiology apartment have been great in looking after my hearing loss. The staff have been great and I know it is out of their hands, but I feel like now as I am older you are left in limbo and harder to access care for hearing loss, when the need now is greater than when I was younger to get easy and close access for care.
Visited Audiology services (community) on December 2022
Review titled King Edward Vii
Replied on 11 July 2023
Dear Patient, Thank you for your posting and we are sorry that you are finding it more difficult to access the service that you need. I have contacted our Head of Service with your concerns. Unfortunately, since 2019, we are no longer commissioned to provide adult hearing services for patients who meet the Any Qualified Provider referral criteria for patients living in Berkshire . We continued to see Buckinghamshire patients in error for a time but this was reviewed in 2022 as very small numbers of patients were being seen, but the difference in waiting times, reporting and patient journeys was causing confusion to our staff and patients. To avoid a postcode lottery type system for patients in Buckinghamshire and Surrey, as a team we elected to have one system for all patients, to avoid further confusion for our administrative and clinical staff. This was communicated to Clinical Commissioning Groups and GPs. The Any Qualified Provider system aims for patients with age related hearing losses to be offered a choice of providers, who all work to NHS standards, but may be high-street providers as well as NHS hospitals. We do not have any control over who the Integrated Care System gives these contracts to, or where they are located. We do still see older patients, but their hearing loss has to meet our complex patient criteria. We do appreciate that for patients who have previously been under our care, this creates confusion, and we always seek to explain that their GP should be able to provide them with a list of AQP providers and then the patient can select their preferred option. For many patients, this has meant a change in their hearing care provider, but the standard of care should remain the same. We hope that helps in response. We are pleased that you were happy with the service we provided. Please contact me if you would like to discuss this further or require further clarification. Alternatively, you could contact your local Healthwatch organisation for assistance. Healthwatch are the consumer champions for Health and Social care. https://www.healthwatch.co.uk/ Kind regards, Trevor Lyalle Patient Advice & Liaison Service Berkshire Healthcare NHS Foundation Trust. Tel: 01189043467 E Mail: pals@berkshire.nhs.uk
Information supplied by Berkshire Healthcare NHS Foundation Trust