About: Royal Berkshire Hospital

What I liked

I was referred by my optician in January 2012, My first hospital appoint at the eye clinic was on the 1st February where I was told that I would required a brain scan and then the hospital would provide a follow up appointment within 3 months. The hospital contacted me by letter with an appointment for a scan on the 17th February. So far so good.

I then waited for the hospital to contact me with the follow up appointment to discuss the results of the scan This did not happen and after 3 months had elapsed I telephoned Booking Desk and made the appointment at the earliest of the 13th June!

13th June went ok but the results provided by the optician and hand delived to the hospital staff had ogne missing from my hospital notes. Luckily I had kept a copy!

I am disappointed and annoyed that the hospital did not provide the follow up appointment !!!

This created the issue that I was unable to get holiday insurance which was most inconvienient!!!

I am unhappy with the hospital administration!


What could be improved

Hospital administration.

Comunication between the hospital notes entered by the nursing staff and the aministration / booking staff.

Improve the management of patient hospital notes and any additional information.

Anything else?

I had to discuss and request my medical history from my doctor who sent a letter to the hospital [which did get into my hospital notes] of a hospital operation and treatment that I had when I was a child of 8 [1967/68]. I was unaware of the reason for this operation and it explained everything.

It does not appear that the hospital contacts a patients doctor.

I am aware that putting all patient notes on computer is a long term task and in this case it would have simplified this issue. Is this still to happen or has the goverment [in their wisdom] decided ntot to do this?]

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Response from Royal Berkshire Hospital

As an action from your feedback, and also in line with our patient satisfaction survey, the Trust’s Head and Neck Directorate are reviewing all forms of communication with our patients to prevent such errors occurring in future.

The Directorate will be monitoring patient experience closely within the Ophthalmology Department and will be providing training to all staff on a day-to-day basis to enhance patients’ experience. We understand how disappointing it can be when expectations are not met and the Directorate hopes that you will accept their apology for the lack of communication and any distress that you have experienced.

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