"Kindness and understanding was second to none"

About: Royal Bournemouth General Hospital / General surgery

(as the patient),

I arrived feeling highly anxious of the invasive procedure I was about to endure a colonoscopy, I was admitted by Lara the Deputy Clinical lead on the ward.

As soon as I mentioned to her the reason behind my additional anxiety (childhood trauma) she could not have done more to comfort and support me, she went above and beyond, she attempted to change the person carrying out the procedure to the lady I had previously, rather than the male who was scheduled, when this was not possible she ensured I had a staff nurse whom she had informed of my situation with me at all times.

The kindness and understanding I was shown by all staff involved in my care was second to none and went such a long way to me beating my demons of childhood. Thank you seems such a small word for the huge difference these lovely people made to me.

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Responses

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

Dear ‘Osame’

Thank you for taking the time to share your experience of our Endoscopy Department and the care you received from the team there.

The department are very experienced in dealing with patients who are anxious about the treatment they are coming in for and therefore very keen to find individual solutions to help patients as they go through their investigations.

I am pleased to hear that the nurse attending you was able to help in the manner you described and put you at ease, helping to sooth deep rooted childhood fears.

I will pass on your comments to the Sister to share with her team as I know they always appreciate feedback from the patients they treat.

I thank you again for your comments and wish you well for the future

Regards

Sue Mellor

Head of Patient Engagement

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