"No continuity of care"

About: Royal Berkshire Hospital

Anything else?

Having visited the unpleasantly stuffy and pokey ENT outpatients building many times over a 9 month period for ongoing problems, I saw a different doctor every time bar one. This meant constantly having to repeat the entire saga to new people, many of whom had clearly not read my notes. On one occasion, my notes had been 'misplaced' so a new set was made - these, then had disappeared by a subsequent visit so again I had to fill in the doctor on previous events. Administratively, there are one or two very competent and capable staff, but much of the time I dealt with seemingly inexperienced staff, one of whom who gave incorrect advice (which significantly lengthened a wait for an audiology visit for me). Again, when it came to the day of my outpatient procedure it was done by yet another unknown doctor who I never saw again, so at no time did I feel as though there was any continuity of care - or even the most basic level of information sharing. Subsequent to this I suffered prolonged, painful infections and my final appointment was with a registrar who seemed to have no knowledge about current alternative treatment options in ENT and was dismissive and wholly lacking in people skills. On the upside, the nursing staff were doing the best they could in a clearly over- busy and horribly unfit-for-purpose building: poor them! Having been told I now need to be referred back to ENT, I will be asking my GP if I can go to Frimley Park.

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Response from Royal Berkshire Hospital

Thank you for your feedback; we are sorry that your experience has not been to your satisfaction. Firstly, you are correct that the estates of the building is in poor shape. Our Estates Strategy includes plans for relocating the ENT Department to a more accommodating building. However, in the meantime, we are currently investing in the environment to improve the overall cosmetic of the building. Secondly, in regards to your concerns with the medical staff, the Trust is a training hospital and we do have different levels of staff who are overseen by a consultant body within ENT, so the degree of experience of some doctors is variable but please be assured that all of our patients do have a named consultant who can be approached for advice at any time. As you can appreciate, we see many patients on a daily basis and without details of the particular appointment, we are unable to comment on the professional or interpersonal skills of the doctor that you saw. If you would like us to investigate further, please contact our Patient Relations Department on 0118 322 8338 or email talktous@royalberkshire.nhs.uk to provide more detail. In the meantime we will discuss your general feedback within the team.

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