"Good care at Derriford Orthopaedics but poor wheelchair access"

About: Derriford Hospital / Trauma and orthopaedics Sentinel Healthcare Southwest Community Interest Company / Shoulders, Knees & Feet (muscles & bones)

(as the patient),

In general, I have had a very good experience of the service. I was sent by taxi, my husband came with me and we didn't have long to wait.

We spoke to Rachel who works in Orthopaedics and she said she wanted me to see a consultant. There was a clinic that afternoon so the consultant was very busy, but she arranged for us to see the consultant within a couple of hours. We had travelled quite a way so we didn't mind waiting, in fact we really appreciated getting an appointment so soon.

The consultant was brilliant, they explained everything - the appointment was exactly what I expected and they made suggestions. The consultant said that if I wanted an operation, he would do it but he wasn't sure about the risk of infection. I appreciated his honesty and professional advice.

I spoke to my physio Gill the other day and she has already received feedback from Rachel, which is very prompt. I think this is excellent.

I have only two gripes.

Firstly, I did object to being sent a letter from my doctors saying that I would be contacted about the appointment with the consultant within 7-10 working days. I was not contacted by Sentinel until 14 days later.

Secondly, the disabled toilet in the main entrance to Derriford Hospital used to be really big, and allowed plenty of room for manouvere. It's now been made smaller, which makes everything very difficult. There was a screen in the way of the toilet door which I complained about but now the toilet has been made smaller which is really not very thoughtful in terms of accessibility.

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Response from Neil Parsons, Business Manager , Clinical Assessment and Treatment Services, Sentinel Healthcare

Dear je2011

Thank you for taking the time to share your story on your recent hospital appointment.

I was pleased to hear how good your outpatient appointment with Orthpaedics was and I will forward your story onto the service. I was disappointed to hear of the delay you experienced with booking your appointment, once Sentinel receive the referral from a GP we endeavour to contact the patient within 48 hours, sometimes we slip outside of this deadline, but I would not expect it to take 14 days - I would be happy to investigate your case if you would like to respond to this response via Patient Opinion, please let me know?

With regards to the disabled toilet I will forward your story to the PALS service at Plymouth Hospitals Trust as they will be best placed to receive your story.

We do value your story and I would be happy to look into your delay more fully if you wish me to do so?

Best wishes

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