"Treatment excellent - "check in" ok but should be..."

About: Royal Berkshire Hospital

What I liked

Medical staff - Drs and Nurses as always brilliant - excellent - caring etc. Let down by receptionists see below..

What could be improved

You are judged on your first point of contact - sort out some training.Why do the receptionists think it is acceptable to talk amongst themselves when dealing with patients - even though I was the other side of the counter I might as well have been on Mars! I am not really interested in listening to the receptionists gossiping about each other - viz I learnt that "...is pregnant ..". "...it's been a bad week....". Interesting , it's Monday!!! "... The Chief Executive came to see us...." One of the receptionists told another that she had been trained to undertake a computer function but could not remember how to do same. All of this within earshot of patients. This gives little confidence to a patient .Any organisation has to understand that the first point of contact sets the bench mark as to how an individual feels/relates to that organisation .

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Response from Royal Berkshire Hospital

Thank you for your positive comments on the standard of care you received within our Outpatient Department from our medical and nursing staff and please accept our apologies for the less than acceptable professionalism from our reception staff. This will be addressed accordingly to prevent our patients experiencing this again. Here at the Royal Berkshire NHS Foundation Trust we expect all our staff to provide a high standard of care and our ophthalmology matron will be providing feedback and training to the administrative staff to prevent reccurrence.

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