"Princess Royal Farnborough (PRUH) Maternity"

Anything else?

My son was born at the PRUH on February 24th this year. I wanted to write to you to give you some feedback regarding our family’s experience. Firstly I would like to relay our gratitude for the consistently high standard of care my wife and son received and the warm and friendly attitude of the staff to all of us during our time with you. After some minor complications Thomas was delivered by ventouse and the staff made the whole experience as trauma-free as they could. I’m happy to report mother and baby are doing really well. The second point I’d like to raise is less positive I’m afraid and relates to the behaviour of Bounty representatives on the ward. The experience we had with their agents was the only negative during our stay at the PRUH. My and my wife’s understanding was that the maternity ward was a secure ward and only authorised medical staff were allowed to be present on it. I believe the Bounty reps’ play on this misconception; in my absence the rep visited my wife, did not introduce herself so my wife assumed she was hospital staff. The rep went on to solicit personal information from my wife as if it were a requirement to divulge it. There was a total lack of transparency about who the rep was and why she was there. When my wife discovered she was not a doctor or nurse she felt violated and that her privacy had been compromised. Not great at such a vulnerable time. On her return to take photographs, when I was present, again there was no introduction. I asked who she was. “I’m from Bounty” was the reply. I asked what that was as I had no idea. “It’s Bounty” was the only explanation offered. She didn’t make it clear the photographs were optional and were chargeable. When I declined the offer I was challenged and had to repeat myself before asking the rep to give us some privacy. Not a pleasant experience. I don’t want to question why the Bounty rep’s are there; I’m sure the hospital benefits financially from the arrangement but the controls on their behaviour must be tighter as it was obvious these people are exploiting patients’ misconceptions and vulnerability. • Patients should be advised by ward staff Bounty reps will be present on the ward • Bounty reps should make it clear they are not hospital staff • Bounty reps should make it clear they are from a commercial organisation • After the clear introduction Bounty reps should ask if it’s a convenient time to talk and not just walk into the bay None of things were done whilst my wife was in hospital. I would urge you to engage with Bounty to make these changes as they will undoubtedly enhance the patient experience. If this protocol is already in place checks need to be done to ensure compliance.

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Response from Princess Royal University Hospital

"Thank you for your comments regarding the care you received in February. I am so pleased mum and baby are doing well. Your concerns highlighted regarding Bounty will be investigated; thank you for bringing this to our attention ".

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