Royal Berkshire Hospital
Craven Road, Reading, Berkshire, RG1 5ANContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Misunderstand their mission statement
Rated 1 star out of 5
by Eyesdisapointedwidulot - Posted on 23 September 2022
Arrived at 1345 for 1415 appointment, called close on 1500,told to stay in my seat, nurse then called another person for treatment, when I made a comment about waiting, the response' you came here early'. I was then told' you can walk out',which I did as instructed,as I wanted to avoid a confrontation with a staff member who lacked customer service skills&empathy with patient. This appointment was nearly two years from my last visit and twice changed by letters this really inline with the four words in your mission statement????
Visited Ophthalmology on September 2022
Review titled Royal Berkshire Hospital
Replied on 05 October 2022
Dear Patient Thank you very much for your feedback. I am very sorry to hear about the poor service you had at your recent consultation. This is not the level of service we strive to deliver every day nor the experience of most of our patients. I have shared your feedback with the department team, where it will be used to improve the patient experience. Please accept my sincere apologies on behalf of the Ophthalmology Department for your experience. Rafael Fernandes, Matron Head & Neck
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Review titled Great service and care
Rated 5 stars out of 5
by MR F A LALJI - Posted on 29 September 2022
We had an emergency with our 3yo, who was admitted to the Dolphin Ward after being attended to in Children's A and E. The care and attention she received was exceptional. The nurses and all the care workers were fantastic. Thank you all for everything.
Visited Children's & Adolescent Services on September 2022
Review titled Royal Berkshire Hospital
Replied on 03 October 2022
Dear Mr Lalji Thank you for posting a review of the care that your daughter received in our paediatric emergency department and on Dolphin Ward. It is great to hear that she received exceptional care and we hope she is now recovering well. Your feedback has been shared with the paediatric team. Patient Experience Team, Royal Berkshire NHS Foundation Trust
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Review titled Poor comunication
Rated 1 star out of 5
by Anonymous - Posted on 15 October 2022
Mum was admitted after a bad fall, it took a number of calls over 48 hours to be able to talk to someone for a report of how mum was. she is now on Burghfield ward, which is virtually impossible to get an answer from, when I do, I am told she is eating and drinking and sitting by her bed and not complaining of any pain yet the hospital social worker has tried to talk to mum on three occasions and all mum says is how much back pain she has, All I want is an honest report of mums condition when I phone the ward and speak to her designated nurse not a load of lies, mum is a frail 85 year old , I have cancer and live 200 miles away and am also a carer for a family member so cannot at the present time visit mum. This must be one of the worst hospitals in England.
Visited Geriatric Medicine on September 2022
Review titled Royal Berkshire Hospital
Replied on 18 October 2022
Dear Relative Thank you for posting a review. We are very sorry that you are experiencing problems in contacting the ward where your mother is being cared for, and that you feel that you are not receiving accurate updates. All of our elderly care wards strive to work closely with family to keep them updated so it is disappointing that this isn’t your experience. If you would like to contact me directly to discuss this in more detail, or to arrange that the team calls you daily to give you updates, please don’t hesitate to do so. Lisa Moyles Matron for Specialist Medicine Tel: 0118 322 7508 Email: lisa.moyles@royalberkshire.nhs.uk
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Review titled Efficient and friendly
Rated 5 stars out of 5
by Wilma - Posted on 07 September 2022
Given a cancellation slot so seen at short notice but everything went smoothly. Seen promptly and sent for tests without any waiting around. All the staff I met were friendly and polite and the doctor was very thorough and professional. I left feeling much more hopeful about managing my condition.
Visited Respiratory Medicine on August 2022
Review titled Royal Berkshire Hospital
Replied on 21 September 2022
Dear Wilma Thank you for posting a review of your visit to our respiratory department - it is good to hear your care was friendly and professional. Your review has been shared with the teams involved. Patient Experience Team, Royal Berkshire NHS Foundation Trust
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Review titled Poor and ineffectual practice
Rated 1 star out of 5
by Anonymous - Posted on 17 August 2022
The fertility service at Royal Berkshire Hospital is very unprofessional. Much of the time staff appeared to be winging how they addressed care and allocated resources. We shall now be attending a private clinic, so that we can get the care and support we need. Very disappointing.
Visited Fertility services on August 2022
Review titled Royal Berkshire Hospital
Replied on 18 August 2022
Dear Patient We are very sorry to hear your impression of the service. The Fertility Team always strive to provide the highest standard of care and if we have not managed this for you, we would want to understand what happened. If you would be kind enough to contact us via our Patient Advice and Liaison Service we will endeavour to address your concerns. Telephone them on 0118 322 8338 or email PALS@royalberkshire.nhs.uk Thank you Patient Experience Team, Royal Berkshire NHS Foundation Trust
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Review titled Kindness
Rated 5 stars out of 5
by Jacqueline Clark - Posted on 22 August 2022
I had to have a gallbladder removal operation recently and was pretty scared about my being at higher than normal risk. The surgeon and all the staff were kind and patient and explained what was happening and great expertise was shown in how it all was carried out. Now I am a very relieved and well lady but wish I could go back and personally thank everyone. A big thank you.
Visited Gastrointestinal and Liver services on August 2022
Review titled Royal Berkshire Hospital
Replied on 22 August 2022
Dear Jacqueline Thank you for the review of your experience of general surgery at the Royal Berkshire Hospital. It is great to read that you felt reassured and that you were treated with kindness and everything was explained fully. Your feedback has been shared with the team who will be delighted. We hope you are now recovering well. Patient Experience Team, Royal Berkshire NHS Foundation Trust
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Review titled Well Done
Rated 4 stars out of 5
by Anonymous - Posted on 28 October 2022
I was an emergency admission with a severe lung infection and diabetic ketacidosis, and the treatment was excellent, dealing with the infection well as well as the ketoacidosis, until I was well enough to be discarged. Excellent care and attention! :-)
Visited Respiratory Medicine on August 2022
Review titled Royal Berkshire Hospital
Replied on 14 November 2022
Dear Patient Thank you for providing feedback about your care at the Royal Berkshire Hospital. It is so positive to read that you received such excellent care and attention during your admission. Your review has been shared with the teams and we hope you are now recovering well. Patient Experience Team, Royal Berkshire NHS Foundation Trust
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Review titled Left in tears, made to feel really foolish.
Rated 2 stars out of 5
by Ali - Posted on 19 August 2022
I had a fast track referral for a suspect mole, brilliant service. The Dr I saw made me feel a fraud, he said he couldn't see the mole in question, rushed through the 2 minute consultation, questioned whether I had seen my GP, I had and my Osteopath had flagged it up initially. I came away in tears feeling rather bullied and that I had been wasting his time. Very sad experience as it is the first time I have felt like that in all my hospital visits.
Visited Dermatology on August 2022
Review titled Royal Berkshire Hospital
Replied on 23 August 2022
Dear Ali We are very sorry to hear about your experience on your visit to one of our skin clinics for a mole check. Regardless of the reason for the referral, our aim is to make patients feel welcome and listened to, and we are very sorry this wasn’t the case when you attended. Due to the nature of our work, it is not uncommon for us to see people in whom the skin mole / lesion has changed or got better or gone altogether since the time of the referral. In such cases, we use the opportunity to check nothing sinister remains and endeavour to reassure the patient where possible. We are very sorry that this was not your experience on this visit. Your review has been forwarded to the dermatology team to share your experience and to remind them that their behaviour should reflect the Trust's CARE values. In the meantime, if you would like to speak to someone further about your experience, please feel free to contact us via the Patient Advice and Liaison Service on 0118 322 8338 or email PALS@royalberkshire.nhs.uk Patient Experience Team, Royal Berkshire NHS Foundation Trust
Information supplied by Royal Berkshire NHS Foundation Trust