"My Nan went to Day Surgery"

About: Royal Bournemouth General Hospital / General surgery

(as a relative),

The nurse we had that took us through to Day Surgery was very smiley and friendly. However, her English wasn't good enough. She said several times "Oh, I don't know" whilst filling out paper work and when discussing my Nan's health conditions she had to ask me how to spell "Thyroid" and "Cholesterol. "

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Responses

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

Dear ‘KirstyMT’

I am sorry to hear that you experienced language barriers when your Nan came in to our Day Surgery Unit but thank you for noting that the nurse was friendly and smiley.

As I am sure you are aware the NHS recruit many overseas staff and we do have robust and stringent processes in place to test clinical knowledge, but the English language does have many strange quirks where the spelling can be very different from the spoken word and this can make spelling more difficult where English is not your first language.

I have passed on your comments to the ward sister to share with her team and highlight the importance of clear note taking, communication and understanding between staff and members of the public.

It is difficult to address an individual nurse with the details provided and we would welcome the opportunity to review this further if you could contact our Patient Advice and Liaison Service (PALs) office on 01202 704886

Thank you again for your comments and I wish you and your Nan well for the future

Kind regards

Sue Mellor

Head of Patient Engagement

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Response from Royal Bournemouth General Hospital

Copied from original response on Patient Opinion at time of posting in March 2015 Dear ‘KirstyMT’ I am sorry to hear that you experienced language barriers when your Nan came in to our Day Surgery Unit but thank you for noting that the nurse was friendly and smiley. As I am sure you are aware the NHS recruit many overseas staff and we do have robust and stringent processes in place to test clinical knowledge, but the English language does have many strange quirks where the spelling can be very different from the spoken word and this can make spelling more difficult where English is not your first language. I have passed on your comments to the ward sister to share with her team and highlight the importance of clear note taking, communication and understanding between staff and members of the public. It is difficult to address an individual nurse with the details provided and we would welcome the opportunity to review this further if you could contact our Patient Advice and Liaison Service (PALs) office on 01202 704886 Thank you again for your comments and I wish you and your Nan well for the future Kind regards Sue Mellor Head of Patient Engagement