Cumberland Centre
Damerell Close, Devonport, Plymouth, Devon, PL1 4JZContact details and opening times
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Reviews
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Review titled Speedy triage, but bad experience with unsympathetic nurse
by Anonymous - Posted on 10 February 2025
Went in with a badly sprained ankle, initially thinking it was broken. The receptionist and the nurse who triaged me were lovely, and I got seen very quickly. The X-ray techs were so kind and made me laugh despite crying and being in a lot of pain. The final nurse who I spoke to is why I didn't have a great experience overall. I was in a wheelchair and when asked if I could walk, I responded no because I was in so much pain. She said that I'd have to walk anyway, wheeled me to the door of her room, told me to walk in, and then asked why I was hopping on one leg. I tried to explain the amount of pain I was in, but felt ignored. She then wheeled the wheelchair away, not even giving me the option to be wheeled out of the clinic. When she finished her assessment and told me it was not broken, it felt like there was so little compassion and understanding that despite not being broken, I was still in an immense amount of pain. She didn't offer me any form of pain relief to take home, and sent me on my way without any assistance to get out the clinic. I went to the reception and begged for a crutch, but was told that the nurse had specifically noted I needed to walk on it and not use a crutch else it would hinder the healing process. It is only the next day, and after hobbling around to cook for myself last night, the pain is tenfold and my ankle has swollen so much I can barely move my toes. Thank goodness my landlord had a crutch I could borrow, else I wouldn't be able to do anything. I completely understand that to this nurse, I was just another patient. But to me, this is an injury I am going to have to nurse for weeks to heal. It means that, while living alone, I will have to continue doing everything for myself. I wish there had been more sympathy and understanding from the nurse, but instead I felt unheard and invalidated in my pain. Thank you to the lovely X-ray team, receptionist, and first nurse I saw, you salvaged my experience. But no one should leave a healthcare centre crying, not from the pain, but from feeling unheard and not cared for.
Visited February 2025
Review titled Cumberland Centre
Replied on 12 February 2025
Thank you so much for getting in touch with us to let us know what happened. It was lovely to read of your good experiences and I am sorry that this was let down by your experience with the nurse. I wondered if you could please contact our Patient Advice & Liaison Service (PALS) on 01752 439884, or email them at plh-tr.PALS@nhs.net to provide your personal information. In this way, we can share your feedback with the team and the manager of the service can address your concerns with the nurse who looked after you. Please quote reference 81181 when getting in touch so that we can align any future contact from you with this posting. Thank you again Alison Stanton Patient Experience
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Review titled Excellent service
Rated 5 stars out of 5
by John Morris - Posted on 09 February 2025
I was seen by a nurse specialist today. She was very thorough, knowledgeable and understating of my lower back problem. After a good examination and explanation of my problem followed by a physio examination got to the root cause. She also put my mind at rest. A big thank you to her and to the efficiency of my visit right down the triag.
Visited February 2025
Cumberland Centre has not yet replied.
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Review titled Unhelpful staff member
Rated 3 stars out of 5
by Anonymous - Posted on 27 November 2024
I received a call from your office to book a midwife appointment, and when I explained that the proposed date was not suitable due to other medical commitments related to my baby's condition, I was not offered any reasonable alternatives. In the past, whenever I’ve received appointment calls from your office, I’ve always been given a choice of alternative dates and options, which is why this experience was really frustrating. Despite my attempts to suggest several dates when I would be available, the staff member simply stated that no other dates were available and did not offer any flexibility. It felt as though I had no option but to accept the appointment, even though it was inconvenient and impossible for me to attend. I understand that they are likely very busy, but this lack of support and unwillingness to work with me to find a suitable time was very disappointing. As a patient dealing with a sensitive pregnancy, I would have appreciated more understanding and assistance in finding a workable solution.
Visited November 2024
Cumberland Centre has not yet replied.
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Review titled Excellent service
Rated 5 stars out of 5
by Carole - Posted on 06 October 2024
Having been to Derriford A&E three days earlier and disappointed with service, I went to Cumberland Centre Saturday morning and excellent service. The person who saw me diagnosed my problem, gave me lots of advice on how to manage the condition and prescription for medication. Definitely would choose Cumberland Centre over Derriford .
Visited September 2024
Review titled Cumberland Centre
Replied on 21 October 2024
Thank you for such kind words. It is always nice to hear positive praise for our service. I will ensure that all the staff see your comments and we wish you all the very best. Thank you again for your comments Kind Regards Joanna Powlesland Lead Receptionist Urgent Treatment Centre Cumberland Centre
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Review titled Broken ankle
Rated 1 star out of 5
by Beverley colla - Posted on 30 September 2024
Went to the Cumberland last Sunday after a fall my foot was a really swollen and bruised was told it was a bad sprain and no x-ray needed however a week later my foot was getting worse went back and was told the same thing but the nurse said she would x-ray anyway Turns out I've got a broken ankle miss diagnosis I will be taking legal advice
Visited September 2024
Review titled Cumberland Centre
Replied on 15 October 2024
Dear Beverley, Firstly, we would like to apologise that you felt the need to raise a complaint via this website regarding the treatment and diagnosis you received during your initial visit to the Urgent Treatment Centre at the Cumberland Unit, on the 22nd September 2024. Having reviewed your notes and the clinical assessment, the practitioner at the time completed a thorough examination for the history and presenting condition that you attended with. If the history of the incident and the clinical presentation suggested a fracture, under the Ottawa Ankle Rules you would have been x-rayed at the time. You were correctly safety netted and advised to return within 5 -7 days if your symptoms had not improved. I see that you did return following the initial advice, on the 29th September 2024. During this assessment the practitioner’s examination matched that of the previous practitioner's and an x-ray was offered under a therapeutic aspect, as your symptoms had not improved after 7 days. Having discussed this with the member of staff they felt that given your presentation and their thorough examination, a watch and wait approach was justified at the time of your initial presentation, however due to ongoing pain it was decided to x-ray, to rule out any bony injury. I am really sorry that you had a negative experience, and that you believed there was a delay in your diagnosis. We will ensure that your case will be discussed with all staff for future learning opportunities. I really hope that you make a speedy recovery, apologies again Kind Regards Kayleigh Veale Lead Nurse Practitioner & Nurse Manager, UTC Cumberland Centre
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Review titled Great Service
Rated 5 stars out of 5
by Anonymous - Posted on 24 August 2024
I attended the Cumberland Centre today with my son who was the patient. I have been to this centre a number of times and have always found the staff to be prompt and attentive. Today was brilliant! We were seen at Reception immediately on arrival and we waited no more than 10 mins for triage. Obs followed within the next 10 mins and we were seen by a Practitioner very shortly after. We were seen by two lovely nurses and we got the advice and treatment required swiftly and were leaving in under an hour. I wish I could get such a service from my local GP surgery who couldn't offer me an appointment for this at all. Great Team - All working hard we would be lost without this place!
Visited August 2024
Review titled Cumberland Centre
Replied on 14 October 2024
Thank you for this lovely feedback. The team at the UTC pride themselves on giving excellent care. To receive such positive comments is excellent and makes all the difference to us. I will pass on your feedback to the team. The team and I wish you and your son all the very best and in particular a speedy recovery to your son. Thank you once again for leaving positive feedback, we really do appreciate it Kind Regards Kayleigh Veale Lead Nurse Practitioner & Nurse Manager, UTC Cumberland Centre
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Review titled Amazing service!
Rated 5 stars out of 5
by Jack Brett - Posted on 02 September 2024
I was very impressed with my recent visit to the Cumberland Centre due to 2nd degree burns caused by the sun, I was give the best possible service I could have asked for, thank you once again! :)
Visited August 2024
Review titled Cumberland Centre
Replied on 04 September 2024
Thank you so much Jack for your kind words and taking the time to submit this comment. It is really appreciated to know that we are providing a service to the people in Plymouth and surrounding area. I will share your kind words with all the staff. I hope you are recovering well. Many thanks Zoe Vanstone Deputy Service Line Manager
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Review titled Fantastic service
Rated 5 stars out of 5
by Patricia Mchale - Posted on 30 August 2024
Impressed from the moment I waked into the centre with welcoming and happy staff. Thanks' to the wonderful lady GP I saw I am now recovering very nicely from shingles, many thanks for being there.
Visited August 2024
Review titled Cumberland Centre
Replied on 04 September 2024
Many thanks for taking the time to leave your lovely comment. The team pride themselves on giving wonderful care and feedback such as yours will be greatly appreciated. I will pass on your comments to our wonderful team. Myself and the team wish you well and hope that you have a speedy recovery. Kind regards Zoe Vanstone Deputy Service Line Manager
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Review titled Fast Efficient Friendly Service
Rated 5 stars out of 5
by Anonymous - Posted on 21 July 2024
visited Cumberland Centre, a surprisingly excellent experience, all staff friendly, really quick in dealing with me, very professional I cannot recommend highly enough 10/10
Visited July 2024
Review titled Cumberland Centre
Replied on 25 July 2024
Thank you for you kind words and it is wonderful to receive such positive feedback. Knowing that all the teams hard work is a benefit to all our patients is lovely to hear. Thank you again for your comment. Kind regards Nigel Booth RN BSc (Hons) / NMPI Matron/ENP CumberlandUTC/ ED Minors/ Tavistock & South Hams MIUs
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Review titled Brilliant centre
Rated 5 stars out of 5
by Allison Partridge - Posted on 30 June 2024
Attended yesterday quite late in the afternoon,only waited under an hour and was found to have a broken foot.Staff were amazing from the receptionist right through to the practioners,in fact they made us laugh and feel very much at ease.
Visited June 2024
Review titled Cumberland Centre
Replied on 22 July 2024
Many thanks for taking the time to leave your lovely comment. The team pride themselves on giving wonderful care and feedback such as yours will be greatly appreciated. I will pass on your comments to our wonderful team. Myself and the team wish you well and hope that you have a speedy recovery from your injury. Many thanks Zoe Vanstone Deputy Service Line Manager
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