"social services won't discuss what will happen after the op"

About: Derriford Hospital / Trauma and orthopaedics Plymouth Teaching PCT Sentinel Healthcare Southwest Community Interest Company / Referral & Appointment Booking Team

(as the patient),

The GP at my local surgery– I feel as if they are always in hurry, dismissive and irritable. They has no time to answer questions and I often get the impression they are generally disinterested. Considering only to get to the next patient.

Sentinel – staff have behaved correctly answering questions courteously.

Hospital - The pre-op nurse was cold and seemed to be in a hurry. I was in tears with her response when she said that the after care had ‘all gone’. I had spent so much time ringing social services in and out of hospital to prepare for being alone afterwards.

The consultant said I would be out the day after the shoulder replacement (my usual right arm out of action) even though in the information it says 3-5 days – how could I be responsible for myself? The social services team at Derriford won’t discuss until after the op and the external social services team won’t discuss until I am out of hospital.

At my next appointment I had a more professional nurse whose disposition was more pleasant, thank goodness. Added to this the consultant told me of further complications in that the socket is well ‘holed’ with arthritis!

I wish to remain anonymous for the time being as I haven’t had the operation yet but I will definitely not be consulting that GP again and will submit a complaint to the practice manager in the first instance.

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Response from Rachel Newport, Sentinel Secretarial Support, Sentinel CAS, Sentinel Healthcare CiC

We are sorry to hear of your experience, and are pleased that you are going to take the matter up with those concerned. It is very important for patients to share their experiences in order for organisations to learn from experiences where the service fell short of patients expectations.

Thank you for the positive feedback you have given Sentinel as an organisation and for taking the time to provide this feedback.

Many Thanks and Best Wishes,

The Sentinel Team.

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