"Abrupt receptionist endoscopy unit"

About: Royal Bournemouth General Hospital / General surgery

(as the patient),

One morning recently I attended this dept. for an endoscope. This was one of many treatments that I have had over the past year and once again I experienced the very highest standards of patient care. The doctors and nurses could not have done more to reassure and put me at my ease.

However I think that you should be aware that the receptionist on this occasion could at best be described as abrupt which was quite a shock after the friendliness that I have previously experienced and I do feel that her attitude could unsettle a nervous patient attending for the first time.

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

Dear Jeremiah

Thank you for your post on Patients Opinion regarding your attendance at Endoscopy we are delighted to know that you have experienced high standards of care with us and that the doctors and nurses did put you at ease. However, I would like to apologise that the receptionist at Endoscopy did not provide you with the quality of experience that you would of hoped for.

I personally would like to thank you for taking the time to raise this with us so that we can take further action and I would also like you to know that we will be sharing your story with the Unit Clinical Leader.

Thank you again for taking the time to raise this issue and we hope that if you ever need to attend the Trust again you will find the service greatly improved.


Sue Mellor

Head of Patient Engagement

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