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Care Opinion

My experience was better than my presumption and fear

Posted By Patientwaiting

"My experience was better than my presumption and fear"

About: Derriford Hospital / Accident and emergency Derriford Hospital / General surgery South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as the patient),

I've always thought that Derriford is way too big and not personal. However my injury this week took me via ambulance to the ambulance waiting area on Friday night. The ambulance divers kept me entertained throughout the 5 hour wait in the car park. Finally arrived in A&E and after a whole night there (noisy and too light) was finally transferred to Burrator ward on 8th floor.

It was like chalk and cheese. So different from A&E. The friendliness of nurses, auxiliaries was exceptional. Despite my pain after suitable cocktail of medicine I was able to relax and sleep well. The meals provided were also excellent. All of us trauma patients got on really well.

My leaving which depended on a Registrar approving and this took a remarkably long time from 9:00 in the morning to 4:00pm but after finding as many consultants as they could, my CT scan examination finally released me on the Sunday just barely in time to get the pharmacy to supply tablets for my release. Efficiency wise this was very poor. 

Overall however experience better than my presumption and fear. ( I still cannot understand why smaller hospitals have been closed)

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Responses

Response from Alison Stanton, Complaints and PALS Manager, University Hospitals Plymouth NHS Trust 2 years ago
Alison Stanton
Complaints and PALS Manager,
University Hospitals Plymouth NHS Trust

Submitted on 17/02/2022 at 11:33
Published on Care Opinion at 11:33

picture of Alison Stanton

Response from Gemma Cochrane, Support Manager, Emergency Department –

I am very sorry to hear that you had a long wait in the back of the ambulance before you were able to come into the Emergency Department. Unfortunately, in busy Emergency Departments, the volume of patients and staff does create a lot of noise, however we can understand that when you are unwell this does not help you. I am glad to hear that when you got to the ward your experience was so much better. We are sorry to hear that you required our help but hope that you are now recovering well.

Response from Rachel Birkett, Ward Manager, Burrator Ward -

Thank you for sharing the compliments that are included in your post for Burrator ward in regards to the friendliness of the staff. I am unable to say why the surgeon was delayed in reviewing your CT scan without knowing who you are, but would apologise for the delays on the day of discharge. If you would like to get in touch with our Patient Advice and Liaison Service to provide your personal details, you can call them on 01752 439884 or email them at plh-tr.PALS@nhs.net. Please quote reference 67011 so we can marry any contact from you with this posting. Thank you

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Response from Deanne Hill, South Western Ambulance Service NHS Foundation Trust 2 years ago
Deanne Hill
South Western Ambulance Service NHS Foundation Trust

Submitted on 17/02/2022 at 15:56
Published on Care Opinion at 15:56

Good Afternoon,
Thank you for taking the time to share your feedback, I'm truly sorry to hear you had to use our service at all and experienced a wait outside the hospital, though I am glad the crew looked after you well while you waited.

The South Western Ambulance Service Foundation Trust (SWASFT) are experiencing unprecedented pressures at the moment and we understand the service we provide is not as expected in some cases, for this we apologise.

The details you have provided here have been redacted for confidentiality so I am unable to locate the details of your call for further investigation. We would welcome the opportunity to look into the care provided to you; if you would like us to do this may I ask you to contact our Patient Experience Team on 01392 261 585 or email us at patientexperience@swast.nhs.uk and a member of the team will be able to provide information on the next steps.

Equally, if you have positive comments to pass on to the ambulance crew, please email plaudits@swast.nhs.uk and we will ensure your comments are passed onto our personnel, who will always appreciate your feedback!

Thank you, again, for taking the time to share your story with us, your feedback is imperative to improving the service.

Best wishes,

Dee
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