"Ward 17"

About: Royal Bournemouth General Hospital

Was in for gallstone trouble causing jaundice was put on a low fat diet checked the fat content on screen when ordering a few times during the week staff would phone and alter the low fat food I was having had a slice of quiche was moaned at by a head nurse then when I had a gallbladder attack later that night they just said I told you so unsympathetic at all made me so paranoid I did not eat anything for 2 days was In a hell of a state had my stent put in my bile duct and was looking forward to a lovely meal yet instead when I was allowed to eat I was provided with a jacket potato and beans what a let down they changed it without my consent! And also during the week they have you put your urine sample in the pan in the toilet and notify staff afterwards on more than one occasion 5 of mine was on the bathroom floor at once not collected after various attempts of alerting staff to it, I used the shower and well the one I used had a problem a day before and it did not have an out of order sign on it so flooded the moment I had finished water seeping towards the corridor and I panicked The good parts - nurses go beyond the call of duty always beds changed every morning, everyday I saw a cleaner moping the floors etc so very clean staff do not have the right to change a persons food if it is low fat doctors also need to fill you in on what's happening not leave you for long amounts of time wondering I felt I was bothering staff by asking a lot even my partner asked my partner is my carer I would of thought he could stay with me majority of the Time in my closed curtain cubical for support but no was told waiting hours I hope this will change Bournemouth because the rest of it works urine pans should get the attention not hard 2 mins out of their day job

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Response from Royal Bournemouth General Hospital

Dear ‘Anonymous’ I have read your comments with concern and believe that because of the various issues you raise, your comments need to be reviewed by the senior nurse I would therefore be grateful if you would allow me a few days to look into your comments in more detail when I will respond. In the meantime if you would like to discuss in more detail please contact our Patient Advice and Liaison Service (PALs) on 01202 704886 Please know that your comments will be shared with the staff and whilst there is no excuse for the poor quality you highlighted I know they will be delighted with the positive comments that you kindly added. Regards Sue Mellor Head of Patient Engagement

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

Dear ‘Anonymous’

Thank you for giving us time to investigate your comments, we have been in contact with the wards sister and she has taken time to offer you a personal response as below:

“Firstly I would like to thank you for taking the time raise your concern, we are always happy to receive feedback good or bad so we can address any problems that might occur during admission. I would also like to apologise for any confusion around your low fat diet. I have reminded staff that all patients requiring a low fat diet should be given a diet sheet to assist them with choosing the right food I have also reminded them and my ward hostess that before any changes are made to a meal this must be discussed with the patient. In relation to your concerns regarding the bed pans The staff regularly check the toilet and I am sorry if you felt this was not up to standard during your stay. I hope this answers your concerns.”

We do endeavor to provide individualized care for each and every patient and I am so sorry that we have not met either our own or your expectations. Whilst you will appreciate how busy it can be that is no excuse for not meeting your needs and I apologise. I hope the training and education that the ward sister has put in place will mitigate this happening to another patient

Thank you again and we wish you well.


Sue Mellor

Head of Patient Engagement

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