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Care Opinion

Urology Department

Posted By Kathas

"Urology Department"

About: Royal Berkshire Hospital / Urology

(as a service user),

Excellent care from nurses and doctors for myself and husband who both have cancer and other geological issues. Cannot be faulted.

Administration, though, is atrocious & inefficient. Patients do not expect when finally tracking down the person who left them a message after several days, no one else was able to help or find out what it was about, to informed that they had just been doing a favour for a friend A but that another person called B should be able to help the next day. Does no one keep a record of messages left and received? Eventually the biopsy was cancelled an hour before starting as the blood tests needed had not been done despite the patient querying this during one of the many calls.

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Responses

Response from Royal Berkshire NHS Foundation Trust 2 years ago
We are preparing to make a change
Royal Berkshire NHS Foundation Trust

Submitted on 09/05/2022 at 13:29
Published on Care Opinion at 16:49

Thank you for your kind comments regarding the care you have received from our Urology Department.

We are sorry that your experience on the admin side wasn't up to standard. We will look into the issues you have raised in an attempt to improve our processes.

If you would like to contact The Urology Service Manager via our PALS Department (0118 322 8338 or PALS@royalberkshire.nhs.uk) to provide more detail, we can investigate in more depth.

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Update posted by Kathas (a service user)

Thank you.

We will both look forward to receiving better communications and information from the admin team. Is it standard practice to make a note of all calls made it received along with a brief note regarding what it is about?

Response from Royal Berkshire NHS Foundation Trust 16 months ago
We have made a change
Royal Berkshire NHS Foundation Trust

Submitted on 04/01/2023 at 11:25
Published on Care Opinion at 11:49

I can confirm that the Urology Services Manager raised these issues with the admin team in their meetings and had an indepth discussion regarding conversations with patients and how calls should be dealt with.

We have recently changed how our telephone system works and the process we have in place regarding messages.

All outbound calls are made through the Netcall system and are recorded, which should help direct us to the correct member of staff if this arises again.

When members of the team leave messages for patients, notes are now put on the electronic patient record system so that all staff can access the information.

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