"Unwelcome letter from Sentinel"

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

(as a service user),

Sentinel phoned me on Tuesday, the phone answering machine took the call just before I could pick it up. I listened to the message and returned the call within ten minutes and agreed an appointment with a member of Sentinel staff.

Today (Thursday) I received a letter, which I find threatening in its text. The letter is dated Tuesday 12th and must have been posted minutes after the intial phone call.

This is a waste of money and I find the bullish tone of the letter offensive.

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Response from Sentinel Healthcare

Dear Thea999

Thank you for taking the time to give us you feedback.

I am sorry to hear you found our letter offensive - it certainly wasn't our intention to be aggresive or threatening in any way.

I have shared the letter with our Patient Advice & Liaison Officer to seek their advice on how to improve the tone of the letter. We have now drafted a new letter and I wonder if you would be happy to read it and give your view on the changes? If you would be happy to do this please could you email us on ply-pct.Sentinel@nhs.net and I will email the new letter to you.

I appreciate your views on receiving a letter when you have already returned our call . Unfortunately we cannot be absolutely certain that the person we intended to contact will always receive the message we had left and it is our policy to follow-up the message with a failsafe letter. There is a cost involved in sending the failsafe letter, but we would rather that than failing to make contact with a patient.

Once again, thank you for providing helpful feedback on our service, and hopefully today we will be able to make a change that will improve the experience for our patients.

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