About: Royal Berkshire Hospital

(as the patient),

What I liked


What could be improved

Arrival and admission procedures at A&E. Keeping the patient better informed.

Communication between staff.

Better release procedures.

Anything else?

Ambulance took very long. Eastern European paramedic spoke very poor English, difficult to understand. Had to lie in the passage of A&E, no bed space or not enough staff. Who knows. Handover from paramedic to nurse: no communication between them, nurse ignored paramedic, paramedic tried to inform nurse of current status of patient, nurse kept ignoring paramedic, rude and unprofessional behaviour from both. Dr. requested tests, when they returned couldn't find results. Too many different staff working with one patient, they didn't know who did what or what's next. In the 4 hours that I was there I was not given one sip of water or offered any meal over dinner time. I feinted after lunchtime and only had food at 9pm at home. Upon my release I had to dress myself and stand for several mins trying to call my husband. This after I feinted earlier and had no food since, while staff behind the counter looked on as I struggled using the phone. Phone operator spoke very poor English and dialled wrong nr. Then I had to wait in A&E reception alone, still feeling very weak. How can you release a patient that has feinted and then just leave them to struggle on alone? This also happened in Czech Rep and the ambulance, emergency treatment and release was far superior to the UK. I remained in a hospital bed until my husband signed my release form.

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Response from Royal Berkshire Hospital

We would always encourage patients or visitors to raise any issues with the nursing staff or the PALS/Patient Relations team immediately. This helps us to try and make sure that any issues are resolved on the spot. We are concerned to hear of any experience of our services that does not meet our desired level of care but it is difficult to tackle specific issues unless we have more detailed information. We would welcome the individual contacting us so that we can find out more information and investigate as appropriate.

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