"Great once you are admitted but appalling..."

I had a spinal decompression operation on 16th November 2015. All went very well with the operation and I was very satisfied with the consultant and the ward staff that looked after me for the two days. However the whole process up to admission was appalling, the Berkshire Independent needs to look at it's administration processes and systems. I had difficulty getting my appointment, the communication was poor I had appointments and scans but was then asked to come again several times as they had no record that I had attended. There is no single point of contact and I dealt with up to seven different admin staff. Phones are often not answered and there appears to be a lack of leadership. I was very concerned and worried prior to admission as I lacked any confidence in the hospital, however this changed once the date had been set and everything from the pre op assessment to discharge was very good. I have spoken to other people who have had similar experiences with this hospital. Sort out your leadership and administration!!

Story from NHS Choices

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Response from The Berkshire Independent Hospital

Thank you for your feedback, both positive comments regarding the Clinical care you received from our staff and the concerns regarding the administration of your pathway. As we discussed on the phone recently the process has recently changed to ensure we provide a seamless journey for our patients. I apologise that we have not met your expectations and as discussed one of the challenges was the change mid pathway of the funding of your procedure which will have resulted in you receiving automated correspondence from the Choose and Book system. Each Consultant has a point of Contact and I apologise that you were given incorrect information. I have reinforced the correct process with all staff to ensure that there is no repetition.

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