"Good and bad"

About: Peninsula NHS Treatment Centre

Many very good things, namely: Generally friendly staff; small quiet wards; other patients also orthopaedics so less emotionally stressful Ward environment; whole place very clean; skilled surgeons with good success records; unlikely to have op delayed; food reasonable.

However expect no dignity whatsoever. Their glossy brochure does not mention being forced to pee into incontinence pads or, on subsequent day, being left for 2 hours without assistance to get to toilet /commode.

Expect no say over medication levels and little explanation of what you are given. Also three subsequent phone calls to their non-emergency phone line about the adverse side effects of the drugs I was sent home with elicited no response whatsoever.

Nonetheless, all- in- all, almost certainly the best local

NHS option.

Story from NHS Choices

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Response from Peninsula NHS Treatment Centre

Thank you for leaving feedback about your stay in September. We take all customer feedback very seriously and are always looking for ways to improve the service we offer our patients. The privacy and dignity of our patients is of paramount importance to us and we are very disappointed to read that you felt this was compromised during your inpatient stay. The management team have discussed your concerns and as a result of your comments the Head of Nursing has shared your feedback with the all members of the nursing staff. We have:-

• Reviewed our pre-assessment documentation and worked to ensure during patients outpatient appointments the nursing staff discuss in detail the patient specific post operative requirements.

• Audited our patient call bell system in an effort to ensure we respond to patients requiring assistance in a timely fashion. We have produced a Standard operating procedure to ensure we action patient needs as soon as is reasonably practicable.

• Initiated pharmacist Ward rounds so that patients have the opportunity to ask any question about any medication concerns they may have during their stay.

• Audited the patient advice line calls. As a result of the audit findings we now have a mobile phone so that calls can be answered and action taken in a more timely fashion.

We appreciate that we did not meet all of your expectations during your stay at the Peninsula NHS Treatment Centre but would like to thank you for taking the time to leave feedback. Should you wish to discuss your comments with a member of the management team please contact 01752 506043.

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