"I felt like I wasn't there!"

About: Royal Bournemouth General Hospital

I visited the ENT department recently and was very disappointed with the way I was treated. Both the doctor and the nurse were miserable and the doctor didn't introduce themself. I thought NHS policy was that they both should have said "My name is". The doctor barely looked up as I entered, asked me what the problem was and barely let me speak before they started examining me. Afterwards, instead of telling me their diagnosis, the doctor dictated a letter to my GP and then said what would happen next. The doctor didn't need to rush things as there was no-one else waiting.

Story from NHS Choices

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Response from Royal Bournemouth General Hospital

Dear Anonymous I am very sorry to hear about your experience in our ENT department. It is distressing to hear that introductions were not made at the start of your appointment and you felt rushed and rudely treated; I will pass your comments on the head nurse and lead consultant as I know this is not the level of care they would expect from their team. It would help us greatly to have more information to enable us to look into this matter and our Patient Advice and Liaison Service (PALs) can be contacted on 01202 704886 if you are happy to make contact. We actively promote the ‘My name is’ campaign to all our staff and I am sorry to hear that this is not being used by some staff and sincerely apologise for the way you felt treated during your visit. Regards Sue Mellor Head of Patient Engagement

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