"Overwhelming patient experience"

About: Royal Bournemouth General Hospital / Urology

(as the patient),

One morning at the start of February, I woke with strong pain in my kidney.

Having spoken with NHS helpline I was advised to attend the GP section at RBGH. From the moment I arrived there until discharged three days later I was overwhelmed not only with the care and consideration given but the way in which I was made to feel that it was personal to me.

This was true from the man on reception at the GP section to the GP, all the staff on Wards 18 and 15, the porters who took me to and from the X-ray department, all the staff in X-ray and all the catering staff. I have nothing but the highest regard for all of them.

I hope I was not an unreasonable patient, but I was aware of a few (and it is difficult when you are in pain and away from home) and all were treated in exactly the same way.

I hope you are able to pass these comments on because I am aware of how much criticism the NHS faces and it is therefore very important to give praise where it is so justified.

I would just like to say a huge thank you not just to all those specifically involved with me but also all those in the background who made such fantastic care possible.

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Response from Sue Mellor, Patient Experience Lead, Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust

Dear Kid Stone

I am delighted to hear that you had such a positive experience attending Bournemouth Hospital and please can I thank you for taking the time to provide us with your feedback. We welcome all the feedback we receive both positive and negative as we use this to inform and improve the services we provide. It is most encouraging to know that you have found our staff to be so caring and thorough in your treatment and that you found it to be tailored to meet your care needs. I will make sure department staff are made aware of your kind words.


Sue Mellor

Head of Patient Experience

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