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Contact Us

We want to know what you think about the services we provide - we want to give you the confidence to make comments and tell us about any worries without having to go through the NHS complaints procedure.

Main switchboard

The main switchboard at Royal Berkshire Hospital can direct you to many of our services and teams. However, you will find direct dial numbers for wards on departments on their individual pages

0118 322 5111.

Patient Advice and Liaison Service (PALS)

If you have an issue or query that you would like us to help you resolve, our PALS team may be able to help.

You can ask a member of staff to contact PALS for you, or contact them directly on 0118 322 8338, by letter at:

PALS
Level 2 Main Entrance
Royal Berkshire NHS Foundation Trust
London Road
Reading RG1 5AN

or you can email PALS@royalberkshire.nhs.uk.

Out of hours

The Trust runs an out of hours for urgent calls that cannot wait until the next working day only. Please contact our main switchboard between 6pm and 8am weekdays and 6pm Friday to 8am Monday on 0118 322 5111.

Complaints

If we are unable to offer you a satisfactory response to your concerns informally, you can make a formal complaint either by emailing complaints@royalberkshire.nhs.uk or by writing to the Complaints Team at the address below:

Complaints Team
Level 2, Main Entrance
Royal Berkshire Hospital
Craven Road
Reading
RG1 5AN

What can I expect from the formal complaints process?

  • You should make your complaint within 12 months from when the issue occurred or from when you have become aware that an issue occurred. This enables us to thoroughly investigate your complaint.
  • Please give as much information as you can, including your name, address and hospital number.
  • You can ask a friend or relative to raise a complaint on your behalf. If you do, we will ask you to sign a consent form, giving us permission to disclose your personal information to this person.
  • We will acknowledge your complaint either by email, telephone or in writing within 3 working days, informing you of the next steps.
  • We will also keep you informed of progress, and if the investigation is going to take longer than originally thought we will explain to you the reason why.
  • Once the investigation is complete, we will provide you with a written response explaining the outcome and conclusions of the investigation or we will arrange a meeting if you prefer.
  • However, the formal complaints procedure cannot look at issues relating to discipline (for example whether a member of staff should be dismissed), strike a health professional off the register / suspend their registration or look at complaints about treatment provided privately unless it was paid for by the NHS.

View Royal Berkshire NHS Foundation Trust's Complaints Policy

Independent Support

You can also contact advocacy groups for independent advice if you have concerns about our services.

Reading Voice advocacy

Reading residents can get free, independent and confidential advice and support with making a complaint about hospital or other NHS services. Reading Voice is part of your statutory health and care champion, Healthwatch Reading.

Call: 0736 551 9920
Email: readingvoice@healthwatchreading.co.uk 
Visit: https://healthwatchreading.co.uk/help-making-complaint 

Healthwatch Reading

If you want to give feedback about NHS services to an independent organisation or get advice about finding or using local health services, you can contact the statutory health and social champion for Reading people. Its service is free, independent and confidential.

Call: 07786 476 257
Email: info@healthwatchreading.co.uk 
Visit: https://healthwatchreading.co.uk 

The Advocacy People

The Advocacy People is an independent charity, which provides free and confidential support if you need to access mental health and social care services, of you wish to pursue a complaint.

They can help if you’re an older person, a carer, a person with a disability or a mental health illness.

Call 0330 440 9000
EmailL info@theadvocacypeople.org.uk
Visit: https://www.theadvocacypeople.org.uk/ 

Media & Press Enquiries

All media enquiries should be directed to the Communications Team who are based onsite at the Royal Berkshire Hospital. They will, wherever possible, respond promptly to your requests, you can contact them via communications@royalberkshire.nhs.uk.

Out of hours contacts for journalists only: 0118 322 5111

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