"Process seems over managed"

About: Sentinel Healthcare Southwest Community Interest Company / Referral & Appointment Booking Team

(as the patient),

This initial stage of the process seems to be over managed. I responded to a telephone message and made an appointment, then I received a letter telling me that the telephone message had been left for me.

Whilst it is good to know that patient opinion is being sought, surely the appointment making process could be part of a larger survey at the conclusion of treatment. Cost could therefore be reduced, hopefully for the benefit of patients.

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Response from Neil Parsons, Business Manager , Clinical Assessment and Treatment Services, Sentinel Healthcare We are preparing to make a change

Dear Shiner920

Thank you for your response regarding your experience of using Sentinel and your comments about co-ordinating patient surveys and feedback.

I believe you have raised a very real opportunity to sample patient stories and experience across a whole episode of care, we hope that in time patients will be able to give feedback about their whole experience, not just part of it on Patient Opinion. In fact some patients already do that and we welcome the feedback it brings.

We have also discussed a wider survey with Plymouth Hospitals Trust and I hope we will be able to do this in the coming year. We are currently through our surveys attempting to capture your experience with your GP and the referral and booking process, this is incorporated in the survey you described. We very much welcome feedback about our services in Sentinel and use them to develop and change our services to better serve patients and the public, without feedback we can’t enhance our services.

Can we thank you again for sharing this story with us and I will endeavour to develop surveys with our local hospitals to sample the entire patient episode.

Best wishes

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