"Misleading comments from Sentinel staff"

About: Sentinel Healthcare Southwest Community Interest Company

(as the patient),

Sentinel is about booking appointments. Its staff shouldn't be reading patients notes and giving misleading comments about referrals.

In addition, I don't want to know about the booking staff's prior experience of similar care, especially when they don't know what they are talking about.

Unfortunately I, like many other patients, have had repeated referrals for the same treatment and know exactly what to expect.

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Responses

Response from Neil Parsons, Business Manager , Clinical Assessment and Treatment Services, Sentinel Healthcare

Dear Average Patient

I'm sorry to hear of your experience regarding your referral to Sentinel. Our Patient Choice Co-ordinators do look at the referral letter before they telephone the patient, by doing so they have a better understanding of the patient’s referral which adds value to the experience. Our Patient Choice Co-ordinators do not look at patients' clinical case notes, only the information provided by the GP.

Our Patient Choice Co-orinators always endeavour to support patients with their appointment booking, I'm sorry that you felt this didn't come across during the contact. If you would like to discuss this further then I am more than happy to discuss with you, you can respond through Patient Opinion to arrange a follow up to this response.

Once again let me apologise about your experience when booking your appointment and thank you for taking time to share your story with us.

Best wishes

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