"Staff Conduct"

About: Royal Bournemouth General Hospital

I visited the hospital today -27th June- with my 99 year old mother, Dorothy, to have an X- ray on her knee following a fall. My mother is wheel chair bound and I am not her allotted carer as she lives in a home but I agreed to take her to the hospital although t I am not trained in lifting immobile people. On arrival at the drop off area I asked the very helpful receptionist if I could have assistance to get mother from the car into the wheelchair. She immediately summoned two porters who were very professional and had mother in the wheelchair in no time and we were off to X-Ray. Following the procedure which was very efficient we were back in reception where mother asked to go to the toilet before the journey back to the home. Your receptionist, (same one) summoned a nurse who took charge of mother and took her off to the toilet. Unfortunately mother had an 'messy accident' in the toilet and our nurse went off to summon help and materials to clean up. She came back with a colleague and they both cleaned up the mess and even provided a clean skirt for mother as her own garments were too soiled to be saved . Back in reception the same two porters assisted me to get mother in to the car for the journey home. My mother and I would like to record our very sincere thanks to all who made the visit to Bournemouth a lot more pleasant than it could have been and to the two nurses in particular for performing what must have been a very unpleasant task with cheerfulness and dedication. I would also like to thank the two porters but unfortunately didn't get their names. Sorry if this is too much information but we feel that credit should be given where credit is due. Sincerely John

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Response from Royal Bournemouth General Hospital

Dear John Thank you for the comments you have made about our Reception, Portering, X-Ray and Nursing staff. It is excellent to hear that they all worked together as a team to make the visit with your mother as positive as it could be. I was sorry to hear that your mother was not able to get to the toilet in time to prevent the accident but I am pleased that the staff were there to assist and we were able to provide replacement garments for the soiled ones. I will pass on your comments to the various departments you have mentioned so that the staff are aware of your kind words. Regards Sue Mellor Head of Patient Engagement