"AMU Feb 2014"

About: Royal Bournemouth General Hospital

My husband was in the AMU ward and the some of staff were rude and disorganised. The ward was dirty and there was litter, including used tissues on the floor. Staff show little or no care for patients. Staff not fully trained and cannot spell. They complete the forms without asking the questions... eg is there anything you want... they write "no ". What is the point of checking when they do not even ask the patient the questions, there is no point in having these forms if the staff just fill them in to make themselves look good. Drugs are signed saying they have given them at certain times and they have not given them. I note there has been another complaint ref this ward and therefore the hospital need to acknowledge there is something very wrong if we bother to make an effort to feedback to you, the Hospital Trust must and should look into this. Drink... well if you are lucky! and 3.5 hours with no offer of water, even though it was requested 3 times... ( that was in the first part of this ward,)...and why... well there was no table to put a drink on! had to go and purchase him a drink. Please note, there was one excellent Doctor there, run off her feet correcting and putting everything in place... give that poor doctor some praise and help please with the support she should have in such a busy area of the hospital.

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Response from Royal Bournemouth General Hospital

Dear Anonymous Thank you for taking the time to share your feedback and concerns with us. I am sorry that on this occasion your experience of our Trust has been below the standard we aspire to. I have taken your comments to the Matron on AMU and she has given the following response: Thank you for taking the time to detail your concerns about your husband’s stay on AMU, We take all concerns extremely seriously and are always looking for ways we can improve our service. Firstly I would like to apologise for your negative experience and as the Matron for AMU I would appreciate more details about your experience so that I can investigate fully and improve things. I am unsure when your experience happened but would like you to know that we have had significant investment in the senior nurse structure and as a team we are making lots of positive changes to improve our patient experience. I have taken all of your comments seriously and am raising this with my team as clearly for you we got some very basic standards of care wrong. If you are able to provide me with some more detail in order for me to investigate in detail please contact the PALS service on 01202 704886. I hope that this response in some way reassures you that your comments will be reviewed and acted upon accordingly. Regards Sue Mellor Head of Patient Engagement

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