We want to know what you think about
the services we provide at the Royal
Berkshire NHS Foundation Trust.
The 'Talk to us' initiative aims to give
people the confidence to make
comments and raise any worries as soon as they arise, without
having to go through the NHS complaints procedure.
The public are encouraged to speak directly to the ward staff,
or to an operations manager or divisional matron if they feel that
the issue is serious or relates more generally to the service or
We would like to know what we do well and what we could do
better. In giving us your feedback you do not have to give your
name although it will help us if you do. If your prefer your name
is not given to the people you are commenting on, we will respect
your wish to remain anonymous.
Commenting on services,
positively or negatively, will not adversely affect your care and
treatment in any way.
In addition, patients or relatives who are unhappy with dealing
with the ward or nursing staff directly will be signposted to the
Patient Advice and Liaison
Service (PALS) so that PALS can liaise with staff and
managers to try and sort out issues quickly.
The Talk to us leaflet is currently
available in English. It can be made available in other languages
and other formats (large print or Braille) on request.
Tell us you're happy
Everyone likes to know if they are doing a good job and to
receive a compliment. Here at the Trust we want to know if we are
providing a good service. If you have experienced a good service
from any of our staff, please let us know. We will use this
information to help improve other areas of service in our
hospitals. Please email us with your
Alternatively, if you would like to express your views publicly
about your care here, please take the time to visit the feedback
page on the
NHS Choices website. Here you will see other comments people
have made about the hospital.
Help us make improvements
We need to know your views on the services you receive so that
we can constantly improve and raise standards in all our services.
The information you give us about things that need improving,
however small, will be used to makes changes for future patients
and visitors to our hospitals. Please email us with your
Making a formal complaint
Please ask to speak to the person in charge of the ward, area or
department and they will try to resolve your complaint immediately.
PALS can also help you sort out
your problem 'on the spot'. PALS aims to help patients and their
relatives or carers to resolve problems or difficulties. Ask a
member of staff to contact PALS for you or contact PALS directly on
0118 322 8338.
If you cannot resolve your complaint informally you can contact
the Patient Relations Department by letter, email or
telephone 0118 322 8338. You will need to give full details of the
concerns that you would like us to investigate, together with your
full name and address. If you are complaining on behalf of a
relative or friend we will need their written consent to answer
your complaint, we can send you a form for them to sign.
Detailed information on how to make a complaint can be found in
How to make a complaint. The How to make a formal
complaint leaflet is currently available in English
and can be made available in other languages and other formats
(large print or Braille) on request. You can also download the
Trust's complaints policy.
Making a complaint if you have a learning disability
If you have a learning disability SEAP (Support, Empower,
Advocate, Promote) will listen to you, give you information and
help you to make a complaint. Contact them at:
7th Floor Cavendish House
East Sussex TN34 3AA
Tel: 0330 440 9000
Fax: 01424 204687
Patient Relations Team
Level 2 Main Entrance
Royal Berkshire NHS Foundation Trust
Reading RG1 5AN
0118 322 8338