"Excellent care, but frustrating waiting for appointment to be booked"

About: Plymouth Teaching PCT Sentinel Healthcare Southwest Community Interest Company / Ear, nose and throat service

(as the patient),

I had an excellent experience at my appointment today to clean out my ears (unblocking one). The nurse let me squeeze her hand when the pain was too much! The doctor was very sensitive to the pain I was feeling on my bad ear, and made me feel as much at ease as I could realistically be. I came away not feeling like anything was rushed, and I wasn't hurried out the door either - giving me plenty of time to ask any questions.

The only downside was the length of time I had to wait for my appointment (although I acknowledge this wasn't the fault of Sentinel!). I had my appointment at my GP surgery, and the referral was meant have been sent a week later. I chased this up and was told my referral had still not been sent! The following week I was contacted by Sentinel however to arrange an appointment - the first being nearly three weeks after my GP appointment. However, I was away this week! The next was a week later. It was frustrating having a constant clocked ear for all this time (being effectively deaf in one ear!). Sentinel, however, were very professional and I feel I had a good experience overall.

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

Many thanks for taking the time to leave feedback for our ENT Service.

We were very pleased to read that you found our staff professional and that your appointment went so well.

We were sorry to read of the delays you experienced with regards to your GP Surgery sending your referral to us. We would be more than happy to investigate this matter further with your GP Surgery for you, if you would like to provide more details to us, including your NHS number to ply-pct.Sentinel@nhs.net. This is a secure mailbox address and your email will only be ready by a member of the Sentinel Team.

We look forward to hearing from you, if you wish to take this matter further.

Best Wishes,

The Sentinel Team.

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