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 They all go above and beyond their role
by Robert428 - Posted on 30 November 2023
My wife had brain surgery recently. The Nurses and Doctors and the rest of the staff associated with Emre ward, I fell they all go above and beyond their role. They where very caring and told us every stage what was happening. thank you.
Visited November 2023
Provided by Care opinion
Review titled Derriford Hospital
Replied on 07 December 2023
Thank you so much for your positive feedback - I will pass your thanks on to the team. I hope you wife is recovering well. Kind regards Rachael Senior Sister Rachael Gayle | Ward Manager | Erme Neurosurgery
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Review titled Dysfunctional phone system
Rated 3 stars out of 5
by Anonymous - Posted on 27 November 2023
There is only one public phone number for this hospital and it has an automated voice system that simply doesn't work. It directs you to random numbers inside the hospital which is frustrating as a patient and must be just as much so for staff. On the rare occasions you can get hold of an operator they invariably cut you off or connect you to the wrong place as well. In the end we had to ring a smaller nearby hospital who were able to give us the direct dial number of the department in Derriford we needed. Simply publishing the phone numbers of the receptions for the main departments would be a massive time saver for everyone involved and would mean patients are a lot less frustrated and annoyed by the time they finally get to speak to medical staff.
Visited Don't know on November 2023
Review titled Derriford Hospital
Replied on 25 January 2024
Dear Sir/Madam I am sorry to hear that you have felt the need to raise a concern regarding our Switchboard Team. The only explanation as to why you had been put through to so many different departments is because of our automated system. Unfortunately, at times, the system either doesn't understand dialects or doesn't quite grasp what people are requesting. I can only apologise for any inconvenience this may have caused you and would ask in future, that when contacting the hospital please just ask for 'operator' and you will be put through to one of the Switchboard team who can then direct you to whoever it is you need to speak to. Again, many apologies for any inconvenience caused. We always endeavour to provide the best customer service and strive to be as professional as possible at all times. If you feel this is not a satisfactory response, please let us know via our PALS team. Very many thanks. Heather Smith Switchboard Manager
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Review titled Wonderful care but thought needed for missing services
Rated 4 stars out of 5
by Anonymous - Posted on 23 November 2023
After a long wait I had a review outpatient appointment at the new royal eye infirmary on william prance road. I was seen quickly, efficiently and recieved excellent care. But systems seem to have not thought through for the hospital on this site. I had a really bad experience of getting a prescription, surely there should be a pharmacy on site or the ability to issue a prescription.? Average age of patients attending this hospital 60 plus, with many with having chronic health issues. There is practically no parking on site and patients are being told to park at derriford and walk over, it’s a 20 minute walk to the site and most patients attending this hospital are unable to do this. Has there been any consideration to this? Was there not planning for the patient journey through the hospital? Perhaps a shuttle bus over would be helpful? I was told to attend the pharmacy at the derriford site and left it to the next day as I had a hospital appointment there then, I arrived on site early to queue and when served there was no prescription, I was told to go back to the royal eye infirmary to ask what had happened. Which I did to find that I had to go back to Derriford pharmacy to get the drops again! I of course refused, the car parking was already full when I left the car park and queuing to get in. Consequently I have had to wait 3 weeks to get the drops from my surgery. What a ridiculous system. Are there plans for city buses to stop near the Royal Eye Infirmary ? I live in Cornwall bus services are quite unreliable at the minute and are only once an hour to the Derriford site anyway, which makes it difficult to access the site by public transport. This means I have to use the car. I am hoping that someone has thought of these issues and that there are plans in place to address them. It has made my experience of using this amazing hospital frustrating.
Visited Ophthalmology on November 2023
Review titled Derriford Hospital
Replied on 10 December 2023
Thank you for your feedback and please accept our apologies that on this occasion our service fell short of expectations. Unfortunately, there are no plans to incorporate a Pharmacy within the REI, so patients will need to continue to collect their prescriptions from the Derriford site. We have not been made aware of plans for Plymouth Citybus or Stagecoach to include the REI in any of their routes, however there are bus stops on the main road that have buses from both services stop regularly throughout the day and cover the major routes and the REI is only a short walk away. While we do have a car park on site it does have limited capacity, and we do try and ask for patients to be dropped off for the appointment and collected after so that spaces in the car park can be used by those who really need them but essentially, it is patient choice. We will take this feedback into consideration when reviewing our processes going forward. Thank You Kind Regards Donna Collins | REI MTC Admin Team Leader and Medical Secretary to Mr Tomas Cudrnak
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Review titled Excellent Primrose breast care unit
Rated 5 stars out of 5
by Anonymous - Posted on 18 November 2023
Attended Primrose unit today, it was extremely well organised. I was very nervous but all the staff were very professional, very friendly, kind and reassuring. Everything was explained thoroughly. I was very impressed.
Visited Breast Surgery on November 2023
Review titled Derriford Hospital
Replied on 27 November 2023
Thank you so much for passing on your positive feedback. It is encouraging to know that patients feel they are receiving the care and attention we aim to provide for all patients attending our department throughout their diagnosis and treatment pathways. We will keep a record of your compliment and pass this on to our teams. With best wishes. Sharon Cox Support Manager Breast Surgery Service Line Primrose Breast Care Centre
Provided by Care opinion
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Review titled Great staff but very noisy hospital
Rated 4 stars out of 5
by Anonymous - Posted on 09 November 2023
So I got admitted during the day, the staff on my first day - hca and midwives were amazing, workmen working on the hospital just outside argyll ward were extremely loud from 7am shouting, swearing, chanting. The midwives / staff throughout the night were also extremely loud, joking, yapping, shouting all night we could hear them from our bay. No care for others trying to sleep was given atall. They were lovely and caring other than this. Today's day staff are the opposite. Don't really come in atall, not much communication and really not that great to be honest. Workmen have been coming in leaving windows wide open making the whole ward freezing.
Visited Maternity services on November 2023
Review titled Derriford Hospital
Replied on 21 December 2023
Sue Wilkins, Director of Maternity Services, expressed regret that they were unaware of your concerns at the time, but thanks you for raising them now. Helen Harling, Maternity Matron for Inpatient Services, was very sad to read your comments and found your experience very disappointing. She has thanked you for taking the time to share your experiences of Maternity Care and expresses her regret on the aspects of your stay which fell below the standards expected. She was also saddened to learn of your experiences during the night and of the lack of communication from those caring for you during your stay. However, Matron is grateful for your feedback regarding the ongoing work within the Maternity Department and this will be shared with the site teams for their awareness. Please be assured that all such feedback is taken very seriously and supports the team in the ongoing development of their service. Matron would very much welcome the opportunity to speak with you directly if you should wish, to understand more about your care experience and to offer my support. Please do not hesitate to contact her directly on the details below. Tel: 01752(4) 39699 Bleep: 81631 Email: helenharling@nhs.net
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Review titled Fabulous service
Rated 5 stars out of 5
by Lindsey Sharp - Posted on 03 October 2023
A huge thank you to the audiology department today for a really thorough, prompt and professional service and assessment. Everything was explained very well. We are very lucky to have this service.
Visited Ear, Nose & Throat on October 2023
Review titled Derriford Hospital
Replied on 11 October 2023
Thank you so much for taking the time to post this. We always aim to provide a good service, and are always delighted to receive positive feedback from our patients. Best wishes, Adam Beckman Head of Audiology Services
Provided by Care opinion
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Review titled Just being kind and caring goes a long way!
Rated 3 stars out of 5
by Ruth - Posted on 13 October 2023
A surprisingly fast response time from the ambulance service to our rural location. The paramedics were calm but caring on arrival. They were faced with a slightly unusual and possibly tricky set of symptoms, but the senior paramedic was extremely thorough and professional, ensuring that everything had been well checked and understood before leaving. Just this little bit of kindness and concern goes a long way. Thank you!
Visited Accident and emergency services on October 2023
Review titled Derriford Hospital
Replied on 17 October 2023
Thank you so much for your kind words. Unfortunately, the ambulance service is not managed by UHP and is a separate Trust. Would you be good enough to share your feedback with them directly please? Here is their website link: https://www.swast.nhs.uk/welcome/get-in-touch/call-us Or their contact numbers are: Reception - 0300 369 0130 (General support and Compliments) Patient Experience - 0300 369 0133 (Comments, Concerns and Complaints) Thanks again Alison Stanton Patient Services
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Review titled Great.
Rated 5 stars out of 5
by TRACY LEE - Posted on 20 October 2023
On yesterday, I and mum to go Hepatology outpatient, this is our first time, I have no idea how to do. Thank the receptionists, too many nurses and doctor to help me finish this appointment and get some medicine. Special thank someone nurse, very strong wind on yesterday, she take one blanket to my mum let her on the wheelchair to keep warm when we are waiting to get the medicine.
Visited Don't know on October 2023
Review titled Derriford Hospital
Replied on 25 October 2023
Thank you for the feedback relating to our Hepatology department. We are glad you had such a positive experience during your appointment and your praise has been passed onto the medical and administration team. Best Wishes, Vicky Croker Governance & Admin Cluster Co-ordinator
Provided by Care opinion
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Review titled Medication delays affecting my Parkinsons
by venusrw48 - Posted on 20 November 2023
I am on medication for Parkinson's and am fully lucid with regards to which tablets, dose and times. This is very important as it makes a huge difference with the management of my symptoms as have to take at allocated times. I had an emergency visit to Derriford Hospital, and during my stay at the hospital the meds were taken away from me and I had to keep chasing staff for them at the required dose times. This led to delays in being given my doses and this has led to a set back of my symptoms.
Visited October 2023
Provided by Care opinion
Review titled Derriford Hospital
Replied on 12 February 2024
On behalf of Derriford Hospital Emergency Department I would like to thank you for your Website comment dated 20th November 2023. I am always disappointed to read a complaint as it means we have let a patient down in some way. Each and every complaint 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 complaint has been taken very seriously and has been fully investigated. Your complaint has been investigated by Fiona Veale, ward manager for the Emergency Department (ED) and her findings are detailed in the following feedback. Fiona is unsure from your website comment if you attended the Emergency Department, if this was the case, Fiona would like to offer an apology on behalf of the Emergency Department for removing your time critical medication. We are aware how critical these medications are to control your symptoms. I was unable to see from your comment if you were admitted into hospital or if the medication was taken away from you during your Emergency Department attendance. Fiona has consulted with the Parkinson team and confirmed there is not a specific self-administration Parkinson protocol. If you attended the Emergency Department an assessment should’ve been undertaken by a health professional to enable you to self-administer your own medication during you stay. I would like to offer my sincere apology if this did not happen and for the distress this has caused. Fiona has asked the Education team to handover on their safety brief to ensure staff are placing yellow critical medications (Parkinson's stickers ) on patients notes and ensure staff aware of the importance of supporting patients to be able to self-administer these critical medications. Your sincerely Fiona Veale Lead Nurse for Resus Emergency Department
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Review titled Pharmacy staff don't care.
Rated 1 star out of 5
by Anonymous - Posted on 09 October 2023
My daughter suffers from cystic fibrosis and due to a shortage of creon in the uk has run out. The pharmacy at derriford hospital has stock, but would not give her any as she does not have the "correct script", yet the script did say "rts" on the top, so should have been accepted. She was told she needs to go back to her doctor on Monday to get the correct script. Without this medication she will basically starve, as crean assists her to absorbe food. The unhelpful and uncaring attitude of the staff was unacceptable. Willing to let someone starve rather than help. Hippocratic Oath seems to mean nothing these days. As an ex paramedic I have taken the oath, and still live by it today. Well done Derriford Hospital you are part of the problem and not the solution.
Visited Don't know on October 2023
Review titled Derriford Hospital
Replied on 25 October 2023
We can only apologise for the poor experience you have had. Medicines have defined mechanisms of supply and it is likely that on this occasion, a supply could have not been made for the medicine in question. However, there are no specific details in your comment that allows us to investigate this further and provide you with a more meaningful response. For example, it would be helpful to know whether your comment relates to the inpatient Pharmacy or the Lloyds outpatient Pharmacy. Is the Doctor you refer to your GP or a hospital Doctor? If you are willing to, please provide us some details by emailing our Patient Advice & Liaison Service at plh-tr.PALS@nhs.net or if you prefer, call the team on 01752 439884, so that the Pharmacy team can ensure a thorough investigation and response is provided. If you do get in touch, please quote PALS reference 74215 so that we can align any future contact from you with this website comment. The team would also be happy to meet with you to discuss your concerns. Thank you for getting in touch. Steve Mumford Head of Pharmacy Governance, Operations & Improvement
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Information supplied by University Hospitals Plymouth NHS Trust