"Very shocked at latest treatment"

About: Royal Bournemouth General Hospital

I attended the A & E on 11/07/2014. One thing that stood out unfortunately as a negative was how often nurses and HCA's failed to introduce themselves. Most often we had to ask the name of the person attending to us and who they were. Undoubtedly, the A & E Department was extremely busy. On this particular shift, it was noticed how cohesive the staff were in general. However, a glaring weakness in the doctor and nursing care, including HCA's is the stigma attached to people with any form of mental health issue. There was a tangible change in the care and "mood" of the nurse towards the patient. I believe this is something that seriously needs to be considered as there is a lesser sense of nursing care provided by the staff towards people who have maybe overdosed or self-harmed. Many staff fail to realise that their smoking habits are extremely self-harming and encroach upon every patient that they come into contact with, due to the odour of the nicotine on their uniform or breath. One member of staff stands out highly for her consistent, patient and kind manner and that is an HCA. She is courteous, gentle and never shows any frustration in serving even the most cantankerous of patient. I was vey impressed with another HCA who took bloods. I hope to be as good as him? I have always given my utmost support to RBCH but must admit that this admission was the worst encounter with impatient and irritable staff that I have ever had to deal with. It made for a very stressful admission. I hope the next time will be better, but obviously do not hope for it to be soon! A fellow believer in the business of compassion and kindness, without prejudice to patients.

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Responses

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

Dear Anonymous

I was so sad to realise this was your experience within our Emergency Department. Please accept our full apology that those with mental health issues did not have their needs addressed with compassion.

This has been taken up with the Senior Nurse who assures me she will address this attitude at her staff meeting. She will also raise the issue of staff smelling of smoke, which I agree is not pleasant.

May I also thank you for noticing those staff members who do attain the standard we aspire to.

Please feel assured that we take your comments very seriously and have already started to address them if you feel the need to discuss them further please contact our PALS office on 01202 704886 or pals@rbch.nhs.uk

Regards

Sue Mellor

Head of Patient Engagement

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Response from Royal Bournemouth General Hospital

Dear Anonymous I was so sad to realise this was your experience within our Emergency Department. Please accept our full apology that those with mental health issues did not have their needs addressed with compassion. This has been taken up with the Senior Nurse who assures me she will address this attitude at her staff meeting. She will also raise the issue of staff smelling of smoke, which I agree is not pleasant. May I also thank you for noticing those staff members who do attain the standard we aspire to. Regards Sue Mellor Head of Patient Engagement