"One nervous and grateful patient"

About: Royal Bournemouth General Hospital

I had to attend the Endoscopy department for a gastroscopy and colonoscopy, after months of not know what was wrong with me. Being a devout coward I was obviously not looking forward to this at all. The information sent in the post to me was clearly written and easy to understand, (if not pleasant reading!). From the moment of my arrival I was treated with respect and listened to. Starting with the receptionist and carrying right on to the nurse who discharged me, I cannot speak highly enough of all the staff I came into contact with. Every one of them must have listened to the same things I had to say over and over again from various patients. They would not be human if this does not get on their nerves every now and then, but no hint was given of this. They were all friendly and easy to talk to. I was attended to quickly and out of the hospital again in just over three hours, after being given a most welcome cup of tea and being offered a sandwich from a good variety on offer. I know that the NHS often gets a very bad press, and possibly it is deserved in some areas. But if anyone ever complains to me about the standard of care at this hospital, I will certainly be putting them straight. I hope my thanks can be passed on to everyone concerned.

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Response from Royal Bournemouth General Hospital

Dear ‘Kathleen (Sue) McG’ Thank you for your feedback about our Endoscopy department. I think most people visiting the department are nervous about the procedure they are due to have and the staff there are very well trained and recognise this and so always take the time to reassure the patient and explain what will happen. Informing the patient and putting them at ease is a valued part of their role and it certainly doesn’t get on their nerves giving individual care to each patient in answering their questions. Thank you for noting that the information and preparation treatment sent to your home was helpful in preparing you for the procedure, even if a little unpleasant. I am pleased to hear that you were warmly welcomed into the Endoscopy unit by friendly reception staff and that this treatment continued throughout your stay finishing with a nice cup of tea and a sandwich. The NHS often gets a bad press and our Trust is not immune to media attention, both positive and negative, so I thank you for your support and wish you well for the future. Kind regards Sue Mellor Head of Patient Engagement

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