"Dreadful hospital with rude, unprofessional,..."

About: Prospect Park Hospital

The staff are always in a rush, even the doctors, but especially the front line staff (receptionists, nurses, etc.)

They do not listen to you as evidenced by them asking you to repeat things mentioned a minute ago, and by them referring you for treatment which you just told them you object to.

They are very offhand at times, and far too informal with patients.

They snapped at my loved one for phoning to ask for information about something, telling him it wasn't an important matter and why did he phone wasting their time!

All he wanted was to request a new appointment with a doctor.

Hardly unimportant and time-wasting!

Incredible, really.

Just incredible, off-the-scale rude, brash uncaring staff.

They nearly all speak in patronising tones and make out you are creating problems for yourself and it's all your fault the way you are.

Whilst in some people this may be true, you should not act this way when meant to be helping people.

They need help.

You are meant to be that help.

You are mean to provide a service to help these people, not make them feel even worse by telling them what a failure they are!!

Even in reception there's little privacy, as you have receptionists calling out your personal details across the room for verification!

Unbelievable really. Nearly all the staff are disrespectful and clearly doing this only for the money.

They make you feel you aren't welcome.

Very bad communication between staff, also, as my loved one got three (yes three!) identical letters after his appointment!!

Also, he phoned to rearrange an appointment with one staff member, who said they'd send him a new appointment letter, only to be harassed with two phone calls on the day of the original, cancelled appointment by a different member of staff, wanting to know where he was!

Quite remarkable.

The staff couldn't even notify each other about this simple appointment change!

Leaving my loved one to feel awkward with a ''where are you?'' questioning voicemail on his mobile!!

So very rude and unprofessional!!

Get your act together, Prospect Park Hospital.

You are a shambles and a complete disgrace to your profession.

Even the reception seats had dust on them and hair.....

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Response from Prospect Park Hospital


Thank you for your posting. We are sorry that you are dissatisfied with your experience of services at Prospect Park Hospital. I will share this with senior staff to make them aware. I have contacted our Facilities Manager here and they are planning to provide a seating area/ alcove to the left of the Reception Area which should provide more privacy. We would like to apologise for the appearance of dust and hair on seating. This will be reviewed with cleaning staff. Reception staff will also be reminded about the need to preserve privacy when speaking to people waiting there. Please contact me. We can then discuss this in greater detail and provide you with a full response.

Yours Sincerely,

Trevor Lyalle

Patient Advice & Liaison Service

Berkshire Healthcare NHS Foundation Trust

Tel: 0118 9605027 e mail: trevor.lyalle@berkshire.nhs.uk

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