"Stress-free trip to A&E"

About: Royal Bournemouth General Hospital

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I had to take my 22 month old son to A&E yesterday after a fall. When we arrived the waiting room was packed and the waiting time displayed was 2hours 30mins. I didn't suggest our case was massively urgent and I was happy to wait. However, we must have been given priority due to his age (and possibly the fact that I am heavily pregnant) as we were called in within 10 minutes and he was examined, x-rayed and put in plaster within little more than an hour. Each member of staff that dealt with us was courteous and polite, treating my son in such a way that put him at ease and minimised the potential stress that such an experience could have caused him. The diagnosis of his fracture was quick and each procedure was explained clearly. I have had long waits in A&E before and do understand why such services can get a bad press - but on this occasion the team at RBCH were excellent and I am very grateful for all they did for us.

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Responses

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

Dear Arussell

We greatly appreciate the time you have taken to provide us with your feedback regarding an emergency patient and I am sorry to hear of your sons fall and hope he makes a speedy recovery.

I am delighted that your son was treated promptly and respectfully by all the staff in the Emergency Department and hope that we met your expectations as we always strive to provide high quality care. I am pleased that on this occasion you found the process from examination to x-ray to treatment was very quick and well explained.

I understand that being in the Emergency Department with a poorly child can be stressful and I am glad that we were able to reduce some of that stress for you.

I will share your comments with the department as they always welcome feedback from patients, carer’s and relatives and use these comments for staff education and service improvements.

Once again thank you for your feedback.

Sue Mellor,

Head of Patient Engagement

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Response from Royal Bournemouth General Hospital

Dear Arussell We greatly appreciate the time you have taken to provide us with your feedback regarding an emergency patient and I am sorry to hear of your sons fall and hope he makes a speedy recovery. I am delighted that your son was treated promptly and respectfully by all the staff in the Emergency Department and hope that we met your expectations as we always strive to provide high quality care. I am pleased that on this occasion you found the process from examination to x-ray to treatment was very quick and well explained. I understand that being in the Emergency Department with a poorly child can be stressful and I am glad that we were able to reduce some of that stress for you. I will share your comments with the department as they always welcome feedback from patients, carer’s and relatives and use these comments for staff education and service improvements. Once again thank you for your feedback. Sue Mellor, Head of Patient Engagement

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