"Lack of facilities"

About: Royal Bournemouth General Hospital

Upon arrival at 9am I found both WHSmith (opening time is 7am) and the WRVS cafe are closed. Which is as surprise as I've never seen Poole hospital have both closed during the day hours.

Then went on a hunt for a vending machine. Only found one coffee machine during the hunt, then when I actually find a snacks vending machine it refuses to acknowledge it has products inside itself.

Staff which I saw didn't look happy at all. Yes I realise they're under a lot of stress but a smile goes a long way.

When names were called, the nurses seem to speak a lot quieter than I would have thought. If there was a hard of hearing person, they'd probably miss their appointment...

On top of all that,!my phone he no service pretty much everywhere on the hospital. Comparing to Poole hospital where I can get a 3G signal about 90% of the time on average.

So this is not a good experience today, I hope I don't have to be admitted at all.

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Response from Royal Bournemouth General Hospital

Dear Raelik

I am sorry to hear that you found your visit to Bournemouth Hospital was so problematic, with difficulties in finding refreshments and internet connections.

I have checked the hours of both the WHSmith and RVS and have shown their hours below. WHSmith 7am - 8pm Mon – Fri 9am – 7pm Sat – Sun RVS 9.30am – 6pm Mon - Fri 12.30am – 6pm Sat – Sun

It was also brought to my attention that due to staff sickness last week the WHSmith manager had to reduce his opening hours, so this may have been the reason you found the shop closed. However this was unusual and exceptional circumstances and I am sorry that it may have been then you visited.

There are a number of vending machines around the Trust which are maintained by an external company with faults reported as soon as possible and I can only apologise that the fault on this machine was not picked up sooner. Vending machines are located throughout the Trust including Orthopaedic outpatients.

The Trust IT structure is currently having a lot of work carried out and some of the newly refurbished areas of the Trust now have WiFi access via ‘The Cloud’. This is something that remains in progress and we hope you will notice significant improvements particular when the building improvements and renovations are completed in the main atrium area.

With regard to the nursing staff not speaking up clearly enough when calling patients into clinics; I will pass your comments to Matron in the outpatient areas for this to be raised during their team meetings.

Please be assured we appreciate all feedback from patients and visitors and wherever possible take action to resolve any concerns.

If you should have any further concerns please don’t hesitate to contact our Patient Advice and Liaison Service (PALs) on 01202 704886 or pals@rbch.nhs.uk

Regards Sue Mellor Head of Patient Engagement