Derriford Hospital
Derriford Road, Crownhill, Plymouth, Devon, PL6 8DHContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Diabolical service
Rated 1 star out of 5
by Anonymous - Posted on 06 May 2023
Took my husband to the E,D after being told to by minor injuries unit due to head injury that was getting worse over a few days. He was in severe pain with his head, and had signs of a possible bleed. He was triaged fairly quickly but that's about as good as it gets. The rest of the 17 Hours he spent in there consisted of being lied to by almost every member of the team to our faces, purely because they didn't know, or didn't want to deal with the questions so would just lie and say they will check or get something, then just didn't! We waited well over the allotted 5 hours to be seen by a doctor, only to be seen by another nurse who could not tell if it was serious enough so had to get the opinion of a doctor, which is what we were already waiting for. Waited another hour to be seen by the doctor, each time having to explain what the problem was, go through the same tests only to have her tell us that she didn't think it was serious but we should probably do a head scan even though he didn't actually qualify for one. He had a visible dent in his head! They told us this would be another hour, but after waiting another 3 we decided to leave. We were told we could not leave as he could die....if it was that serious why not treat him quicker. We were constantly told they would check up on the times, check with this doctor or that doctor etc etc and no one ever did what they said, we would watch them walk past the doctor to get a coffee and sit and chat at the computer desk not actually doing what they said. I complained after waiting over 1hr for the next set of pain relief in front of the whole ward, and this seemed to be the only way they would listen to me, which is not really on as we had been polite and patient up till around 12hrs of nothing being done. My husband was told 1hr for the scan, he actually waited another 7 Hours, then another hour after that to be told he had a fracture and to go home. They pumped him so full of morphine whenever he dared to ask a question, that it was obvious that they just didn't want to know, even after him explaining that the pain was not subsiding. All but one of the nurses were rude and arrogant, not answering a simple question even when speaking to their faces. They would come in and do his obs, and when questions as to why his heart rate was so low, did not even reply just shrugged it off, not even an explanation or ill get someone, just non responsive, it was so bad! The receptionist was awful, did not even look at you just barked questions. I get that there are people who abuse the A&E department but that does not mean that you have to treat everyone who comes in as a burden, my husband has left vowing never to go back to Derriford again. He was also not given any advice on what to do about his head apart from rest. Lets hope there isn't anything more serious going on as clearly Derriford A&E could not care less! I am so disappointed in the care from the once great NHS!
Visited Accident and emergency services on May 2023
Review titled Derriford Hospital
Replied on 12 June 2023
On behalf of Derriford Hospital Emergency Department I would like to thank you for your review dated 10th May 2023. I am always disappointed to read negative feedback, as it means we have let a patient or their family down in some way. All negative feedback received at Derriford Hospital is viewed as an opportunity to identify areas where we could or should improve our service. Please be reassured that your comments have been taken very seriously and we would like to investigate them. I would like to apologise wholeheartedly for the very long wait and experience that you had to endure which must have been frustrating and unpleasant. Your concerns are incredibly important to help us as a department. Please feel free to contact our Patient Advice and Liaison Service to discuss further so we may investigate in more detail and share the outcome with you. PALS can be contacted on 01752 439884 or by email at plh-tr.pals@nhs.net I hope your husband has recovered well. Jayde Fletcher Emergency Services Manager
Provided by Care opinion
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Review titled Lovely, attentive staff
Rated 5 stars out of 5
by Anonymous - Posted on 15 April 2023
I have just returned home from a 3 night stay in Woodcock ward with my 5 month old son. He was admitted with breathing difficulties so it was a very worrying situation. I cannot praise the staff enough from the Children’s assessment unit to the staff on the ward. Nothing was too much trouble and they were constantly asking and checking if we needed anything. My daughter who is 3 came to visit and the play specialist made her feel so welcome in the activity room and kept her smiling with various activities. She had really missed her brother but this made a potentially scary experience really relaxed and not frightening for her. Having a poorly child is the worse experience but Woodcock ward have turned a horrible few days much more manageable. Thank you all, each and everyone of you!
Visited Children's & Adolescent Services on April 2023
Review titled Derriford Hospital
Replied on 18 May 2023
Thank you for the lovely feedback regarding your experience on the Children's Assessment Unit (CAU) admission to Woodcock Ward and the interaction with the play specialists. We are pleased to hear that your stay was made better and more manageable by the staff across level 12. We understand it can be daunting to be in hospital with your child, but the staff across level 12 always endeavour to make our patients and families stay as pleasant as it can be. We are very grateful for the positive feedback you have provided and will share this with our team. Thank you for taking the time to inform us about your stay on level 12. Carly Wright Ward Manager for Woodcock Ward
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Review titled The ward is so noisy
by Selkirk - Posted on 13 April 2023
So upset. The Hexworthy ward is so noisy. One patient had their radio on, another talking on their phone. It is very difficult to sleep with such noise - the people are very inconsiderate. They could easily use headphones. The ward staff could ask them to have more consideration for others.
Visited April 2023
Provided by Care opinion
Review titled Derriford Hospital
Replied on 03 May 2023
Unfortunately, with the increased use of mobile phones, comes elevated noise levels. While the nursing staff strive to maintain a calm and relaxing environment, it is not always possible to monitor this closely. If raised as a concern at the time, the nursing staff and ward manager will always try to resolve and come to a compromise. My sincere apologies that this negatively impacted on your admission to Hexworthy ward. Best wishes Anne-Marie Ratcliffe Ward Manager Hexworthy Ward
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Review titled Emergency Department Derriford
by golfrt54 - Posted on 10 April 2023
I arrived with excruciating abdominal pains. I was triaged fairly quickly. I then sat around in agony, shaking with pain for the next two hours waiting for bloods to be taken and to be given some pain killers. I was given paracetamol, which hardly took the edge off. I sat around in the same condition for another 3 hours, with pains easing a small amount so I could actually concentrate on communication. I asked the disinterested reception staff how much longer I'd have to wait. 9 patients ahead of me, a minimum time of another 2 and a half hours if all went smoothly. I had been working all night and now been awake all day in immence pain, I just wanted to sleep. I decided to go home and wait for my pain to easy in relative comfort, not on uncomfortable hospital bench seats. I had a bad experience and fortunately my issue started to ease marginally whilst waiting for those 6 hours. I feel empathy for those who were waiting for so long but did not feel any improvement. It's a hugely disappointing example of the state of the NHS in Derriford/Plymouth. If I'm so fortunate to have an option if I have another issue requiring an Emergency Department I shall try to avoid going to Derriford ED. It seems they have plenty of nurses, so many walking around, but no doctors to do the patient examinations and actually help people with their issues.
Visited April 2023
Provided by Care opinion
Review titled Derriford Hospital
Replied on 13 April 2023
Thank you for your taking the time to leave feedback on this website. I’m sorry to read you were uncomfortable and in pain for such a long time. Could I please ask that you contact our Patient Advice and Liaison Service so that we can investigate fully and provide you with a personal response. I hope that you are recovering well. PALS can be contacted by email at plh-tr.PALS@nhs.net or by telephone on 01752 439884. Please quote reference 71765, so that we can link up any future contact from you with this posting. Thanks Chelsea Harris Clinical Admin Manager for the Emergency Department
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Review titled Failure of Computer System on 5 April
Rated 3 stars out of 5
by Mrs Gaskell Brown - Posted on 07 April 2023
Having waited several weeks in pain for an x ray appointment for hips and feet I was dismayed to find that the hospital computer system failed just as I arrived promptly at 11 am. The staff coped bravely and with initiative, and updated us as best they could but I sat in a wheelchair for 4 hours without access to food. At about 2.30 we were told we would be rebooked as no x rays could be done. The x-ray and colorectal staff had been available throughout but could not work. We all had letters of appointment with our personal information on them. Surely there must be a by- pass system? What happens if the computers go down because of a power failure? In all I was away from home in Cornwall about 5 hours, in great pain and had to pay £20 for transport. Was this the result of introducing new digital ystems into A and E
Visited Diagnostic Imaging on April 2023
Review titled Derriford Hospital
Replied on 04 May 2023
Thank you for your feedback. I apologise for you not having access to food for that period of time. If patients are waiting during an outage such as this we would normally offer out tea and biscuits. If this was not done I apologise. When we have IT outages we move to something called life and limb imaging. At this time we only perform examinations that threaten a patient's life or potential loss of limbs due to the high level of risk to the patient. This is because we cannot access patient history to ensure the examination is safe and appropriate. There is also a risk that the examination isn’t stored correctly so may not be reported by a trained professional and result in the patient being re-examined. When there is a power outage we also adopt a life and limb service. The trust has a back up power system but we proceed with caution and put patient safety first at all times. We will be happy to provide a refund for the transport, please contact our Patient Advice & Liaison Service on 01752 439884 to request a claim form. Kind regards, Gordon Gordon Kirkwood | Professional Lead Radiographer
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Review titled The best care you could wish for
Rated 5 stars out of 5
by Andrea Gibson - Posted on 03 April 2023
I stayed on Postbridge Ward for two nights following surgery by the Plastics team. The care I received was outstanding. Every member of the team was thoughtful, lovely, compassionate and so hard working. The ward was pristine and with hygiene at the forefront. I am so grateful to you all for making a very unexpected incident so easy to live through. You are all stars.
Visited Don't know on March 2023
Review titled Derriford Hospital
Replied on 03 May 2023
Thank you so much for your lovely comments which I have shared with our team on Postbridge. We strive to give the best possible care and to make your stay as comfortable as possible, comments like these are really appreciated by the whole team Thank you Julie Julie Overnell Senior Sister Postbridge Unit
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Review titled Very Poor Service
Rated 1 star out of 5
by Yvonne Collins - Posted on 04 May 2023
After waiting over 12 months I receiving a Cataract removal procedure on my right eye on the 13th of March, I was told I would receive a telephone follow up consultation 8 weeks later on the 12th of May even though the NHS guide lines recommend 4 weeks, fortunately I had a call from Newmedica calling me in to assess me for my left eye, where they found a infection in the in the right eye done at Derriford and gave me more drops to try to clear the infection up, had they not asked to see me at Newmedica the infection would not have been diagnosed and the infection could permanently damaged the eye as it is I am not able to see any better out of my right and just hope it get better, Newmedica always carry out a face to face checkup around 2 weeks after a cataract procedure, why can't the Royal Eye Infirmary do the same, I know they are under pressure but why put patients at risk, I feel very let down and hope no permanent damage has been done.
Visited Ophthalmology on March 2023
Review titled Derriford Hospital
Replied on 24 May 2023
Please accept our sincere apologies for the negative experience you had with REI. In order for us to fully investigate what happened, please could you get in touch with our Patient Advice & Liaison Service (PALS) to provide your personal details? PALS can be contacted on 01752 439884 or by email at plh-tr.pals@nhs.net Thank you Sophie Worth REI Service Line Support Manager
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Review titled Outstanding care
Rated 5 stars out of 5
by Andrea Gibson - Posted on 03 April 2023
I was admitted to A&E on evening of 30/03/23 and treated by the Minor Injuries team. Thank you seems too small a word but, it is very heartfelt. The care I received was outstanding and I cannot praise the team highly enough for helping me when I was in such pain. You are truly a well oiled, professional, caring, competent and efficient team. With much gratitude.
Visited Accident and emergency services on March 2023
Review titled Derriford Hospital
Replied on 10 April 2023
Thank you so much for your positive feedback. It is always pleasing to hear comments like yours, especially during these difficult times. You’ve seen first-hand how busy the department can get so a compliment is really appreciated and will be passed on to the whole ED team. I hope you are now on the mend. Thanks Chelsea Chelsea Harris Clinical Admin Manager for ED
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Review titled Great care
Rated 5 stars out of 5
by Amy Elizabeth Roberts - Posted on 28 June 2023
From the moment I entered post-bridge ward to the minute I left, the staff was so caring and put me at ease. It was the first time I ever had an operation and it was on my back. The staff that came and saw me from the very beginning of my operation to when I left was amazing. They made sure I was comfortable, that I wasn't in much pain. They let my family know how I was doing whenever my husband phoned up.
Visited Neurosurgery on March 2023
Review titled Derriford Hospital
Replied on 12 July 2023
Thank you Amy for your lovely feedback. It is always great to receive comments such as yours & know that we are providing the care that our patients expect. I will ensure the Postbridge team see your feedback Thank you Julie Julie Overnell Senior Sister Postbridge Unit
Provided by Care opinion
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Review titled Full of admiration and thanks
Rated 5 stars out of 5
by Andrea Gibson - Posted on 03 April 2023
The dream team! I felt truly secure and confident in the hands of the theatre team for my operation. I was checked, double checked, triple checked! Every step was explained to me with total professionalism, compassion and humour. I have such gratitude for your help and care.
Visited Plastic surgery on March 2023
Review titled Derriford Hospital
Replied on 03 May 2023
Thank you so much for your lovely comments which I have shared with our team on Postbridge. We strive to give the best possible care and to make your stay as comfortable as possible, comments like these are really appreciated by the whole team Thank you Julie Julie Overnell Senior Sister Postbridge Unit
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Information supplied by University Hospitals Plymouth NHS Trust