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Excellent Care

Story from nhs.uk

"Excellent Care"

About: Derriford Hospital

Admitted to A&E Majors with C-Diff & Campylobacter (very serious due to medical history & previous surgeries) and the staff were fantastic. Was there for 24 hours. Moved to Tavy Ward and was not a great experience there. I was in insolation (was placed in a room that was obviously used as a storage unit, the lamp did not work & only the main light did, which was awful when they turned it on in the middle of the night to check my obs every few hours and contained 3 broken chairs) and very unwell and found the staff on Tavy not very approachable and was made to feel as if I was an inconvenience (always seem to find this on Naval wards). Was not even offered food even though I was there for 36 hours and was allowed to eat. Moved again to Norfolk ward (was there for 4 days) and what a difference! Staff were fantastic, very approachable and attentive (was still in insolation). Every member of staff I encountered in A&E Majors & Norfolk (Cleaners, Domestics, Doctors, Volunteers, Pharmacists, Nurses and HCA's) were cheerful, friendly, courteous and could not do enough for me.

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Responses

Response from Alison Stanton, Complaints and PALS Manager, University Hospitals Plymouth NHS Trust yesterday
Alison Stanton
Complaints and PALS Manager,
University Hospitals Plymouth NHS Trust

Submitted on 19/05/2024 at 08:00
Published on Care Opinion at 08:00

picture of Alison Stanton

On behalf of Derriford Hospital Emergency Department I would like to thank you for your kind website comment.

It is always nice to receive positive feedback from patients. I will make sure all of our teams in the Emergency Department are aware of your kind words. Hearing such positive feedback really helps.

Receiving a compliment like this is reflective of the outstanding care and compassion that our team aspire to deliver, despite the challenges.

Thank you again for taking the time to comment. It is very much appreciated.

Jayde Fletcher

Emergency Services Manager

I am sorry to read about your experience on Tavy and wish to extend our sincere apologies for the experience you received. I can only assume you were isolated in one of our patient cubicles as we do not use a storage unit as a bed space for patients. On reviewing the three cubicles following this feedback, I have requested for the bedside lamp in one of the cubicles to be repaired. We have also recently replaced several of our visitor chairs as we were aware that some were no longer fit for purpose. Thank you for sharing your experience with us and for highlighting areas of improvement on Tavy, it is not the standard of care that we aim to provide for our patients. I will share this feedback with our nursing and hotel services team to learn and improve from this moving forwards.

Kind Regards

Alex

Alex Williams | Senior Sister | Ward Manager

MAU Tavy

Thank you very much for the kind feedback you have given our staff on Norfolk Ward. We always try to provide the best care possible and I am pleased to hear that we were able to provide a good service for you.

Kind regards

Pete Martucci

Ward Manager - Norfolk Ward

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