"Tried to make an appointment - ..."

About: Mount Gould Hospital

(as the patient),

What could be improved

Tried to make an appointment - officious, rude and thoroughly UNHELPFUL person at "Sentinel", whoever they are? - Due to the long distance and time involved, I was trying to co-ordinate two Plymouth hospital outpatient appointments, one already booked in Derriford for an MRI for my husband, and another on the same day for me at a Plymouth hospital of my choice. Well, Mount Gould certainly ISN'T my choice now. The person might know the ropes, and routines, but not everyone is familiar with them when trying to navigate the NHS system. I, logically, or so I thought, phoned the number on the website of "Choose and Book" only to be VERY curtly and rudely told I had no right to do so!! I phone Derriford ...........same queries from me but they couldn't be more helpful and charming. What a contrast!

Mount Gould, your PR needs sorting out and your staff training needs looking into. Yes, I was annoyed, and yes, I did start to raise my voice, only because the person was so rude to me in the first place. I certainly won't be booking an appointment with you even if it is on the same day as my husband's MRI. Thankfully Derriford know how to treat patients on the other end of the phone.

Story from NHS Choices

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Responses

Response from Mount Gould Hospital

Sentinel provides clinical assessment and treatment services for patients in Plymouth and offers patients fast and efficient services for elective referrals. For further information please see www.plymouthpct.nhs.uk/services/Pages/sentinel.aspx. Sentinel take the comments of patients very seriously and now use the Patient Opinion website at www.patientopinion.org.uk to receive feedback. They encourage patients to use this service to give feedback.

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