"A&E should access patients properly. Dorrell Ward,..."

About: Royal Berkshire Hospital

What I liked

I liked the staff and doctors on Dorrell Ward.

They were very caring and proffessional.

The nurses explained everything they were doing for me.

I could not have had a better experience on Dorrell Ward. I would like to thank all the staff who cared for me.

What could be improved

A&E. I arrived at A&E at 8am. Reception were friendly and I was seen fairly quickly by about 9.30. My issue lies with the person who assessed me in A&E. I didn't know at the time, but I had glandular fever and the lady who assessed me didn't even look at my tonsils. She just told me to ring the number for Westcall and to see a doctor there. Even though I told her that my GP had told me on the previous day to go to A&E if I had any further problems, as she would no longer be able to help me.

I went to Westcall just after 9.30 and saw the doctor at 11am, not too bad, she took 20 mins to access me. She was helpful and referred me to ENT. I then had to wait until 1pm for a porter to collect me from Westcall! This wasn't acceptable. I had already been waiting hours in agony and the worse thing was they took me back to A&E!

I can't fault the receptionist on A&E she recognised my mum and said she would get me re-assessed soon and true to her word I didn't wait too long.

I got a bed in A&E by about 1.30. Five and a half hours since admission to hospital. I can't believe how long it took me just to get a bed. I was then sat in A&E for another 2 hours before I was moved to Dorrell Ward.

Because of Gladular Fever I hadn't eaten for days and had barely drunk anything that day. I think it is unacceptable for someone so ill to be sent around the hospital and back to A&E when I should have been admitted in the first place. I hope something can be improved so this doesn't happen to anyone else.

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Response from Royal Berkshire Hospital

Thank you for sharing your positive experience of Dorrell Ward. Your feedback has been forwarded to the Ward Sister to share with her team. Positive patient feedback enhances our teamwork within departments and is always welcome.

We are sorry that your experience in the Emergency Department wasn’t quite as satisfactory. The department strives to assess patients within 15 minutes of arrival so that we can prioritise care. The assessing doctors then divert what are deemed as GP cases to Westcall which is what happened on this occasion. Westcall correctly transferred you to ENT to be seen by the specialist doctors. Normally, this redirection results in swifter care by appropriate specialists so we can only apologise that you experienced a long delay and a distressing wait for a hospital bed. We hope you are now recovering well.

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