Question 1

If I am an NHS patient, how can I be referred to Peninsula Heart Clinic?

Accepted Answer

If you are an NHS patient, you can only be seen at Peninsula Heart Clinic after your referral has been reviewed by the cardiology department at Derriford hospital. This is because we work very closely with University Hospitals Plymouth NHS Trust and any NHS referrals from your GP or elsewhere must always be first seen (triaged) by NHS doctors. This requirement is based around patient safety to ensure patients with complex needs are separated from those with a simpler medical history.

Question 2

Can I be seen privately at Peninsula Heart Clinic and how much does it cost?

Accepted Answer

As keen advocates of patient choice, we offer our services to both NHS and Private patients. If you are referred to us by your GP as an NHS patient, you do not have to pay for any of our services and will received your treatment under the NHS for free as you would at any NHS facility. If you have been referred to us as a private patient because you have insurance or are self-funding, we will charge for treatments. Our up-to-date price list for self-funding patients can be found here.(https://www.peninsulaheartclinic.co.uk/self-funded-pricing)

Question 3

Who are your consultants at Peninsula Heart Clinic?

Accepted Answer

All our consultants work hold full-time contracts at University Hospitals Plymouth NHS Trust. They are world-renowned with reputations synonymous with excellence at both a national and international level. Any visiting consultants that work with us also hold honorary contracts with University Hospitals Plymouth. This ensures our patients received the very best care from the very best doctors across the South West Peninsula.

Question 4

Do I need a GP referral to access private care?

Accepted Answer

If you are using private medical insurance, you will usually need a GP referral first. If you are paying for your own treatment this is not always needed, but most consultants prefer to see one prior to your consultation. This is so they can get a full overview of the issue to offer expert help and advice in your private appointment.

If you get a GP referral in advance, it will be quick and easy to book you in to see a specialist. If you don’t have a referral yet, or aren’t sure what you’ll need, get in touch with your local Heart Clinic who can help.

When you see your GP, make sure you let them know you’re planning to pay for yourself or use an insurance policy. You can also specify which Heart Clinic you would like to visit and the particular consultant you want to see. Don’t worry if you’re not sure about a consultant, we can tell you what the next available appointment slots are. Your GP can then include all this information on your referral letter and send it across to us.

Question 5

Do you have same-sex beds?

Accepted Answer

If you’re having a cath lab procedure, you’ll be in either a same-sex recovery bay with ensuite facilities, or a single ensuite room.

Question 6

Do you have Wi-Fi and TVs?

Accepted Answer

We offer free Wi-Fi access for patients. Our radial lounge and ensuite single rooms all have modern smart televisions.

Question 7

Do you have any private spaces for visitors and relatives?

Accepted Answer

We have a quiet room for the use of patient visitors and relatives should this be needed.

Question 8

How can I access treatments not normally funded on the NHS?

Accepted Answer

If you don’t have health insurance, you don’t have to wait for treatment. Peninsula Heart Clinic offers fast access to treatment for a range of heart conditions. We welcome patients choosing to pay for their own treatments, who might not have private medical insurance or wish to avoid long waiting lists elsewhere. Most of the treatments and other services we offer have little or no waiting time, making it more convenient for you. We provide the highest standards of consultant-led care – nothing less than you’d expect – so you can be back to normal and get on with life as quickly as possible.

Question 9

What are your opening hours?

Accepted Answer

Our clinic hours are open Mon-Fri: 0800-1700hrs
Evenings & Weekends: By appointment only

Question 10

Are wheelchairs provided?

Accepted Answer

Anyone needing a wheelchair or personal support should let us know us in advance or on arrival.

Question 11

I am visually impaired; can I be treated at Peninsula Heart Clinic?

Accepted Answer

If you have a visual impairment you can request a guide to help you round the clinic. Please contact us to arrange a guide.

Question 12

Is your hospital fitted with an induction loop?

Accepted Answer

Yes, we have a mobile hearing induction loop. If we are notified in advance of your hearing difficulties, we can also arrange for someone to sign or interpret for you. Please call us to arrange this service.

Question 13

Can I have a chaperone?

Accepted Answer

You are entitled to have a chaperone present during your consultation and any tests which may be required.

Please let us know in advance of your appointment if you would like to request one.

Question 14

What parking is available at Peninsula Heart Clinic?

Accepted Answer

Parking is available in a number of car parks. Some are pay and display and some are pay on exit. Please see local parking arrangements on the next page. It is recommended that patients/visitors park in the multi-storey car park as this is the closest to the heart clinic. We also have a small number of disabled parking spaces alongside our clinic. If you are a private patient please contact our team.

Question 15

Do you have a policy on same sex accommodation?

Accepted Answer

Yes we do. To read our same sex accommodation policy click here.(https://95b0f7ed-f620-451c-85c6-e1f7f83890e1.usrfiles.com/ugd/95b0f7_c3627ee75e094b708947f6775e303001.pdf)

Question 16

Can I smoke at Peninsula Heart Clinic?

Accepted Answer

Smoking is prohibited within the clinic premises.

Question 17

What commitment has the organisation got to ensuring adequate Infection Prevention and Control Procedures are in place?

Accepted Answer

We are fully committed to ensuring adequate infection prevention and control procedures are in place. Please read our declaration here.(https://95b0f7ed-f620-451c-85c6-e1f7f83890e1.usrfiles.com/ugd/95b0f7_19fe320e6d094f8eb5e8e7296da57da1.pdf)

Question 18

Why do we need information about you and what will we use it for?

Accepted Answer

To assist us in providing you with high quality healthcare we need to keep clinical records about you. These records will consist of personal information such as name, address and date of birth. We also keep a record of all of your visits and any notes, treatments or investigation that are undertaken at the facility.

This information is used to make decisions about your future care and treatment and also to confirm your identity when we communicate. Your clinical records may also be part of a quality check, such as clinical audit, to ensure that we are providing safe and effective care to all our patients.

Question 19

What do you do to ensure my personal information is safe?

Accepted Answer

All employees at Peninsula Heart Clinic have a duty to protect and secure you personal details in a confidential manner. We take the security of your information very seriously.

Question 20

Will you share my information without telling me?

Accepted Answer

We will only share your information with other healthcare providers that you are scheduled to visit for a clinical reason. If we receive a request that is not in line with our information sharing agreement we will contact you directly to ask for your permission before sharing any information.

However, in certain circumstances we have a legal obligation to share your information with or without consent:
 • to assist with Police enquires for the prevention or detection of crime
 • to assist a Coroner’s investigation
 • under court order
 • in the public’s best interest

Please note that this list in not exhaustive.

Question 21

Do I have a choice about whether you keep my medical records?

Accepted Answer

No, if you wish to receive medical care at our heart clinic we must keep your medical records.

Question 22

How do I access my personal medical records?

Accepted Answer

Under the Data Protection Act you have a right to request your personal medical records (with some exemptions). We will not disclose your medical records to your family or friends unless we have received explicit consent to do so. If your request for medical record access (disclosure) is approved you may incur an administration charge for the processing of such request.

If you would like to request your personal medical records please write to the following address including your full name, date of birth, address and NHS number, along with the address you would like them sending to.

Quality & Assurance Team, Peninsula Heart Clinic, University Hospitals Plymouth NHS Trust, Derriford Road, Plymouth, PL6 8DH

Question 23

Can I read your patient feedback from your other heart clinics?

Accepted Answer

You can review our feedback by visiting our other heart clinics:
Dorset Heart Clinic (https://www.google.com/search?q=dorset+heart+clinic&oq=dorse&aqs=chrome.0.69i59j69i60l3j69i65j69i57.816j0j4&sourceid=chrome&ie=UTF-8#lrd=0x48739f2b44c22247:0xf16a9493ca5b0fa0,1,,,)
Cambridge Heart Clinic(https://www.google.com/search?ei=ndMMXcaFD-LA8gLrm7vwDA&q=cambridge+heart+clinic&oq=cambridge+heart+clinic&gs_l=psy-ab.3..35i304i39j0i7i30j0i7i5i30.11951.12903..12964...0.0..0.102.663.7j1......0....1..gws-wiz.......0i71j0i8i7i30..11%3A1j12%3A1j13%3A0.1z96fmzKB1E#lrd=0x47d87a61645f673b:0x8f9924cb11398aa,1,,,)

Question 24

Can you tell me about Data Protection and Patient Privacy?

Accepted Answer

The EU General Data Protection Regulation (GDPR) puts in place enhanced regulations regarding the processing of personal information and applies to both manual and computer records. Your signature on the Registration Form which you will be given on arrival will confirm that you have read and understood the Data Protection Statement on the form, and our Patient Privacy Notice has been made available to you. The Patient Privacy Notice sets out details of the information that we may collect from you and how that information may be used. To obtain a copy of the personal data held by one of our Heart Clinics, you will need to apply in writing to our Data Protection Officer.

Question 25

Do you have ISO 9001 Accreditation?

Accepted Answer

Yes we do.

Our parent company (Regent’s Park Healthcare or ‘RPH’) was awarded the prestigious ISO 9001:2015 standard for the planning, delivery, continual monitoring and improvement of managed healthcare services.

ISO 9001 is the world’s most widely recognised Quality Management System, helping businesses to continually monitor and manage quality across all its operations as well as achieve and benchmark consistent performance and service.

RPH has now joined an illustrious list of other top businesses to receive this certification and the assessors were impressed at the high level of quality provided by RPH services in its various service operations across the UK.

Question 26

What are the risks and benefits of using x-rays?

Accepted Answer

Your doctor needs to take an x-ray to help with your care.

There are many benefits associated with the use of x-rays, such as your doctor being able to see what their eyes cannot.

X-rays involved with cardiac and interventional procedures lets your doctor see moving pictures of your heart, veins and lots of other organs, so that they can safely insert dyes, stents and other medicines.

This is generally safer than using invasive techniques such as open heart surgery.
X-rays are relatively safe, but like everything in life, there is a degree of risk involved – you will receive a small dose of radiation which carries a low (less than one in one thousand) chance of side effects.

Furthermore, your doctor will never take an x-ray unless the benefit to you exceeds the risk.

To put this into context, this dose of radiation will be equivalent to what you receive in about four years from natural background radiation that is present in the surrounding environment.

Question 27

How can I make a suggestion or complaint?

Accepted Answer

What you tell us matters. At Peninsula Heart Clinic our aim is to give you the best possible experience whilst you undergo your diagnosis and/or treatment.

Our staff are committed to providing you with the highest level of service and care in a way that meets your individual needs. To this end, we regularly review our services to see where and how we can make improvements.

Your feedback makes a vital contribution to these improvements.

If you have any suggestions or complaints, we provide a leaflet that tells you how to make them and what action we will take.
Please find the leaflet here.(https://95b0f7ed-f620-451c-85c6-e1f7f83890e1.usrfiles.com/ugd/95b0f7_2310d7ba740c46469c28537139072f61.pdf)

When we respond to your complaint, we always aim to adhere to the following six principles:

1. Getting it right
Quickly acknowledging and putting right cases of faulty administration or poor service that led to injustice or hardship. Considering all the factors when deciding the remedy with fairness for the complainant and, where appropriate, others who also suffered.

2. Being customer focused
Apologising and explaining, managing expectations, dealing with people professionally and sensitively and remedies that take into account individual circumstances.

3. Being open and accountable
Clear about how decisions are made, proper accountability, delegation and keeping clear records.

4. Acting fairly and proportionately
Fair and proportionate remedies, without bias and discrimination.

5. Putting things right
Consider all forms of remedy such as apology, explanation, remedial action or financial offer.

6. Seeking continuous improvement
Using lessons learned to avoid repeating poor service and recording outcomes to improve services.

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