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 Terrible Service
by Anonymous - Posted on 22 April 2024
Where do I begin? Firstly if you are experiencing Gynaecological problems which affect your fertility you expected to sit in a waiting room full of expectant mothers while you have an ultra sound to see if your cancer has come back. The triggering nature of this is so detrimental to mental health, you are already going through a terrifying experience and are bereft at the thought that you may never have children, yet you are sat surrounding by the one thing you may never be able to have. Secondly, the team of doctors on the Gynaecology ward are the most un- empathetic people I have ever had to deal with. To be told you you won't feel any less of a woman after having an ovarian tumour removed, and then to be told your surgical scar after a hysterectomy has opened because you are fat is unacceptable. There are people far larger than me having the same operation that haven't had any issues with their stitches. Don't even get me started on the car park. I turned up an hour before my appointment time thinking I would be able to park, but was still driving round the place over an hour later, subsequently missing my appointment, being marked down as a no show and having to pay for the privilege, yet it is ok for them to run over on their appointments by an hour and a half and not tell you (during a previous visit). I know the NHS is under a lot of pressure and normally I back them up, and haven't left any form of feedback as I feel for their predicament, however this is the final straw
Visited Gynaecology on October 2023
Review titled Royal Berkshire Hospital
Replied on 13 June 2024
Dear patient, We would like to apologise for your experience at your appointment and during your surgical treatment. We have passed this on to the relevant departments, but would very much appreciate speaking with you, so that we can look into the issues further. Please contact our Patient Advice and Liaison Service (PALS): Email: pals@royalberkshire.nhs.uk Tel: 0118 322 8338 Yours sincerely, Patient Experience Team
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Review titled Fantastic service
Rated 4 stars out of 5
by Anonymous - Posted on 08 October 2023
Much thanks to the ANP who saw us today. Very professional & took a genuine interest in my mother's concerns. As prompt as could possibly be & we were triaged very quickly.
Visited Accident and emergency services on October 2023
Review titled Royal Berkshire Hospital
Replied on 09 October 2023
Dear Relative Many thanks for posting feedback about your mother's visit to our Emergency Department. Your review has been shared with the team and their senior managers. It is great to read that clinician you saw treated your mother quickly with professionalism. We hope your mother is feeling better following her visit to hospital. Patient Experience Team, Royal Berkshire NHS Foundation Trust
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Review titled Amazing Staff
Rated 5 stars out of 5
by CORINA Cawley - Posted on 18 October 2023
I have visited a&n with my daughter recently and all staff so amazing, they looked so well after my daughter even being so busy,very apologetic about the long wait.
Visited Accident and emergency services on October 2023
Review titled Royal Berkshire Hospital
Replied on 07 November 2023
Dear Corina, Thank you so much for your positive feedback about your recent visit with your daughter to A&E. We will pass this on to the teams within A&E, who will very much appreciate your kind words. Best wishes, Patient Experience Team
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Review titled Very Poor communications
Rated 3 stars out of 5
by Mr George Ham - Posted on 29 October 2023
About 3 weeks ago one of my NHS hearing aids domes split. Its still usable but not as good a sound. I completed a repair form to get a new set of tubes (should be every 6 months and it was only 5). Since then total silence I know the post is bad but not that bad and no email to say they had acted on my form. I tried using the email I was given 5 months ago and the number on my card, the response to both attempts is go online and complete the form. Whats the point if it isn't acted on?
Visited Audiology services (community) on October 2023
Review titled Royal Berkshire Hospital
Replied on 31 October 2023
Dear Mr Ham Thank you for your feedback. We're sorry to hear of the difficulties you've experienced in obtaining the items you requested. Our records show that the request was processed within two working days, so unfortunately it appears it was either lost or has been delayed in the post. We have re-actioned the request today, so the items should be with you shortly. Please do contact us on 0118 322 7238 if we can be of any further help. The Audiology Team, Royal Berkshire NHS Foundation Trust
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Review titled 5 hour wait
Rated 1 star out of 5
by Anonymous - Posted on 29 October 2023
After being on call with 111 for 3 hours I was told I must go to hospital due to extreme chest pain and difficulty breathing. Once arriving nobody checked my breathing or chest which continued to get worse. After 3 hours the chest X Ray which I was told would need to happen had still not occurred. With my breathing becoming more difficult I asked how much longer the wait would be, and was informed it would be at least another 2 hours. During this time no one checked my chest and breathing which had become increasingly difficult throughout the night. When I did ask what my options were I was confronted with a very hostile nurse who told me if I could not wait I should “just sign the release papers and go.” This nurse also made it very clear that the patients in A&E were not a priority and began to talk in a raised voice to shut me down from asking questions. Leaving the hospital with increased chest pain and difficultly breathing shows the level of insufficient care that is being given. To not have a single doctor check my chest and breathing when this was why I was at the hospital, shows the lack of efficiently and care that is being provided to walk in patients.
Visited Accident and emergency services on October 2023
Review titled Royal Berkshire Hospital
Replied on 07 November 2023
Dear patient, We would like to apologise for your treatment when you visited hospital in October. To allow us to investigate the issues you raised, please contact either our Patient Advice and Liaison Service (PALS), or Complaints Team. pals@royalberkshire.nhs.uk complaints@royalberkshire.nhs.uk Many thanks, Patient Experience Team Royal Berkshire NHS Foundation Trust
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Review titled Breast Surgery Adsu
Rated 5 stars out of 5
by Tracey Brightman - Posted on 24 October 2023
I have been extremely lucky and grateful with the treatment of the breast care team from the amazing consultant and his support team including the above and beyond medical secretary. Adsu were efficient and caring, and anaesthetists reassuring and professional. Hopefully my experiences at Royal Berkshire will be limited but I am in awe of the Breast Department from original diagnosis to surgery to whatever it leads to. Thank you Royal Berkshire Hospital
Visited Breast Surgery on October 2023
Review titled Royal Berkshire Hospital
Replied on 26 October 2023
Dear Tracey Thank you for taking the time to post a review during what must be a worrying time for you - your kind words have been shared with ADSU and the breast care team. Both teams will be delighted to read that you experienced reassuring and efficient care during your patient journey. We hope you are recovering well from your surgery. Patient Experience Team, Royal Berkshire NHS Foundation Trust
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Review titled Tough start
Rated 4 stars out of 5
by Anonymous - Posted on 12 October 2023
I visited the breast screening service this morning following a 2 week wait referral for a breast lump. On arrival I was met by a very cheery receptionist who checked me in and sorted my paperwork. Sadly I needed to change some details and was called through prior to this being completed. The nurse practitioner I was seen by was ver short and rude to me as my questionnaire was still with the reception team (all completed), she told me that was no use to her. She was cursory at best, there was no attempt to welcome and reassure me at a time when I was alone and understandably worried about what was to come. She then examined me, told me she couldn’t feel anything she was worried about, “it could be a cyst but if so it’s atypical” - as a clinician I can understand this terminology but if I was a layperson this could be frightening. She told me she would arrange a mammogram and ultrasound anyway. I was handed a form and told to go to main x-Ray! Thank god for the radiology team! They were superb! The radiographer who performed the mammogram was kind, gentle and reassuring. The radiologist who reviewed the results and then performed the ultrasound was excellent and could not have been kinder. Please pass on my thanks to the lovely team in X-Ray as they restored my faith in the process.
Visited Breast cancer services on October 2023
Review titled Royal Berkshire Hospital
Replied on 17 October 2023
Dear Patient Thank you for posting a review of your experience. It is great that your care in Radiology was excellent but we are sorry to hear that you did not have a good experience in the Breast Clinic on this occasion. Your feedback is really useful in helping us to improve the service and the issues you have raised will be discussed in a team meeting tomorrow for shared learning. If you would like to discuss your experience further, please contact our PALS team (0118 322 8338 or PALS@royalberkshire.nhs.uk) to arrange a meeting with the matron. Patient Experience Team, Royal Berkshire NHS Foundation Trust
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Review titled Exemplary
Rated 5 stars out of 5
by Ian - Posted on 05 October 2023
This was a really excellent experience and I was lucky enough to benefit from the decades of experience of the nurse who treated me. I was seen quickly, triage was in a few minutes. Seen and an X-ray done within about half an hour. The highest quality of care, extremely person centred, personable and warm. This was the case last time I had to come here too. Even the receptionist was lovely. The whole team should be very proud of the care they are giving to the community. Thank you.
Visited Accident and emergency services on October 2023
Review titled Royal Berkshire Hospital
Replied on 09 October 2023
Dear Ian Thank you for your very positive feedback regarding your visit to our Emergency Department - it is fantastic to read that you were treated so quickly and with such warmth and care. Your lovely review has been shared with the ED team and their senior managers. We hope you are recovering well from your injury. Patient Experience Team, Royal Berkshire NHS Foundation Trust
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Review titled Pre op chaos
Rated 1 star out of 5
by Anonymous - Posted on 25 September 2023
Pre op assessment unit was absolute chaos. No privacy or respecting patients dignity. Doors all open so everyone could hear. Weighing in corridor hope you don't mind everyone knowing your weight. No queueing system, area not fit for purpose.
Visited Don't know on September 2023
Review titled Royal Berkshire Hospital
Replied on 26 September 2023
Dear Patient Thank you for your feedback; this is really useful in helping us to improve the service. The matron for pre-op has reviewed the clinical area with the team and we recognise that we have not fully adapted to the new surroundings since moving into the new space. The team will with immediate effect move the weighing scales to an alternative area to ensure privacy can be maintained for patients. We are also sourcing a solution for the doors being left open with our IT teams as the Wi-Fi connection can be compromised when the doors are shut. To reassure you, all patients coming to pre-op have a booked appointment and are escorted into the unit to check in by our reception team. This ensures that patients are seen within time order for their appointments. We are sorry that your experience was poor on this occasion but your review has helped us to reassess the new set-up so hopefully future patients will have a better experience . Patient Experience Team, Royal Berkshire NHS Foundation Trust
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Review titled Waiting For Scan Results
Rated 3 stars out of 5
by Leslie Culver - Posted on 15 November 2023
On 14th Sept. I had a CT Angio at the request of an Interventional Radiologist. Some 8 weeks on I am still unable to get even a telecon consult to discuss the results and next steps despite multiple calls to the Radiology Appointments Centre. Poor show!
Visited Diagnostic Imaging on September 2023
Review titled Royal Berkshire Hospital
Replied on 17 November 2023
Dear Leslie, Thank you for your feedback. We would like to apologise for the difficulties you've had in contacting the Radiology Appointments Centre. We've sent your feedback to the senior managers of this service, and asked them to look into why you've not yet had any follow up appointment about your results. To allow the Radiology Service to find your records and look into what is happening, please can you email us and we will contact you directly: patient.experienceteam@royalberkshire.nhs.uk Best wishes, Patient Experience Team Royal Berkshire NHS Foundation Trust
Information supplied by Royal Berkshire NHS Foundation Trust