"A scary visit to A&E was transformed by kindness."

About: Royal Bournemouth General Hospital

Last week I was admitted to A&E twice for heart problems and on the second visit I was worse and

I had to go into resuss. On both occasions the staff that dealt with me could not be faulted. Both male and female nurses alike were kind and caring and did their best to reassure a very frightened patient, me! The doctors that attended to me were first rate, also kind and caring and very very friendly and human. Everyone was professional but there was also humour and genuine caring that you cannot teach anyone to have. I have to go back for more tests but my experience last week has made that a much less scary event to come.

It wasn't just with me I saw very elderly patients receive the same wonderful kindness and caring. Bournemouth General Hospital has more than upped its game in general but their staff at least the ones I met were a credit to the hospital. Thank you all the the person who wheeled me to Xray, the radiologist, the young person who brought me tea and a lovely smile, the triage nurse, a lovely man person, and other nurses who smiled and helped me in so many ways. They also helped my husband who had early dementia, cope with the situation which meant the world to both him and me. I will mention that a person on the desk in the A&E dept. on the Saturday morning should learn a thing or two from these lovely people, they were sadly the only let down!

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Response from Royal Bournemouth General Hospital

Dear ‘HHalliwell’

We are sorry to hear you are having heart problems that required a visit to our Emergency Department but delighted to know that the team were able to transform a scary and anxious time for you into one of kindness and caring.

It is good to know that with professionalism and the right amount of humour patients can be made to feel safe and cared for and I thank you for your praise of all the staff you and your husband encountered on your journey through the department. I am pleased those looking after you were also able to support and comfort your husband through a confusing and distressing episode of you being unwell.

Thank you also for your observation on the treatment and kindness received by an elderly patient who I am sure like yourself was scared about their visit to the Emergency Department.

I will forward your kind comments to the Matron to share with her team and I am sure she will also pick up on the one negative point you mentioned and we apologise that this was your experience at the first point of contact in the department.

We hope you soon feel better and thank you again for sharing


Sue Mellor

Head of Patient Engagement

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