"Ultrasound Department at Royal Bournemouth Hospital"

About: Royal Bournemouth General Hospital / X-ray and Scans

(as the patient),

After an appalling experience in the Emergency Department some time ago, I had developed a genuine fear and phobia of this hospital. Unfortunately, my GP referred me here for some ultrasound scans. However, having contacted the PALS Department (who had been involved in my previous experience), they bent over backwards to try to help me to overcome my fear of the hospital. We eventually arranged for a PALS Officer to meet me near the main entrance and accompany me to my first ultrasound appointment.

The receptionist was polite and I had only a short wait before I was whisked into the scanning room by the sonographer and her assistant. They were very kind and ensured that my privacy and dignity were maintained during the two scans and even offered to accompany me out of the department, although I was happy just to leave as quickly as possible.

I had to attend again today for a further scan, and as the previous visit had been a very positive one, I attended this appointment on my own. Again, the receptionist was polite and even smiled (crikey! ) and again, after a brief wait, I was called in by a very kind assistant and shown where to change, which gown to wear first and which way round it should go and where to wait once I had changed. The new Ultrasound Department had, she told me, just opened today and everything was very new and sparklingly clean. The scan was performed by a radiologist, who introduced himself, performed the scan and then explained what he had seen on the scan and what the possible treatment options were.

I am still not a fan of the hospital but am grateful to the PALS Officer for her help and I do feel that all the staff in the ultrasound department are an example of the kind, caring, understanding and professional approach that could and should be replicated throughout the hospital.

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Response from Sue Mellor, Patient Experience Lead, Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust We have made a change

Dear J1

Thank you so much for kindly providing us with your very positive feedback. Wow what a great example of individualised care.

It makes such a difference to the staff when they feel their efforts have made a difference to a patient and they do always try to get things right for everyone.

I will ensure that your comments are shared with both PALS and Ultrasound and we would welcome any further feedback on how we can improve services for you if you should ever need to visit us again.

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