"Accident and emergency and AMU ward"

About: Royal Bournemouth General Hospital

I had to take my husband to A and E at Royal Bournemouth Hospital 2 nights in a row for a severe headache and vomiting. Both times all members of staff whom we came in to contact with were friendly, helpful and professional. We waited a reasonable length of time to be seen by the triage nurse and he was admitted straight away. Everything was explained well at each stage. Unfortunately there were some bad areas in which we really hope by leaving feedback will improve things for others. It was highly inappropriate to hear banter and jokes and laughing (loudly) between staff at the nurses station when firstly they new my husband was in a lot of pain with a headache and secondly, how worried I was about his condition and waiting for results of a head CT. The side room we were in the second night was filthy. There was lots of dried blood between the mattress and bed and the floor was dirty and looked like it hadn't been cleaned for some time. When he was moved to AMU the bedside table had dirty cups on it, green phlegm everywhere and water spilt on the floor. He also had to wait an unreasonable amount of time to get pain relief in this ward as the nurse had to check with a doctor. Understandable but he believed it was much too long Also in the observation ward behind A and E my husbands drip had run out so I rang te bell for a nurse. It took so long for someone to come that his blood had travelled quite far down the tube. I'm used to dealing with drips in the veterinary industry so I knew how to turn it off so decided to go ahead otherwise who knows how much blood would have come back. I'm not sure why there wasn't a drip monitior with an alarm which sounded when it had finished. Also the noise level day and night meant that my husband got virtually no sleep. No attempt was made , even at night, to speak quietly, lots of banging and crashing around, another patient had a TV turned up loudly. (daytime).. We are happy to give more specific details if it will help

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Response from Royal Bournemouth General Hospital

Dear Anonymous Thank you for noting how friendly, helpful and professional the staff were during your recent visit to our Emergency Department. However I am very disappointed to read the rest of your story outlining the poor regard for patients and worried family, cleanliness and noisiness of your surrounding and the delay in answering the call bell to attend the drip. Please be aware that we aspire to provide every patient with high quality standards of care and I am so sorry that we have not provided this for your husband. I thank you for taking the time to provide us with such a detailed account of your husband’s stay and I have passed on the comments to the departments for review. You have kindly offered to provide more specific details and this would be most helpful to establish a timeframe around these matters. I would appreciate it if you would give our Patient Advice and Liaison Service (PALS) a call on 01202 704886 or pals@rbch.nhs.uk. We will then review this appropriately and I will reply on Patient Opinion after that time. Kind regards Sue Mellor Head of Patient Engagement