"Doubts over medical treatment and lack of a human..."

About: Torbay Hospital

My mother had a hip replacement in January 2014 which has dislocated on 6 ( six ) occasions since then. She has been in and out of Hospital during this time, experiencing treatment with many departments within the hospital. Communication between departments has been poor, as has communication with our family.For example,despite strenuous efforts surgeon /consultant has been unenviable to provide clarity about why my Mothers hip keeps displacing. When we did achieve an appointment, the surgeon/consultant presented as evasive and clearly uncomfortable when we sought clarity and future treatment plans. A phone conversation with Orthopaedic department secretary found a defensive approach signposting us away and back to the ward. Confusing, as the ward had told us to contact the consultant. Biopsy result's have not forthcoming despite regular requests by the family. We never did formally receive the results. Conflicting information between departments has been evident and a regular experience for our family. There are more examples that the family would like to discuss. There are clearly some great staff within the hospital. However all to often there has been a lack of empathy and basic kindness towards my mother. For example, during a planned visit to the ward to discuss sensitive and distressing issues ( Her husbands funeral ), staff left my mother waiting in the ward hall (standing up ), before they directed her to another meeting room in another ward. This was a planned visit with ward staff informed of the significance and confirmation beforehand that a room would be available . There are more examples, too many to mention in this text. Hip revision for my Mother has taken place on 6 (six ) occasions and is extremely painful and distressing for her. On two of the 6 (six ) occasions hip revision ( putting the hip back in ) has occurred outside of a theatre environment, taking place in resus . Hip revision on the 4th April 2014, took place in the resus unit, appeared rushed and concluded with my Mother returned to the residential respite home the following morning and without an adequate discharge plan. The family and residential home had reservations about such a prompt unplanned discharged with no communication regarding future treatment or plan. With 24 hours my Mothers hip dislocated yet again, causing her great pain and distress. She now waits patiently in Torbay hospital for news regarding future treatment. The family found out by chance yesterday that our Mother may have an infection in her hip. Despite on-going efforts, orthopaedics and ward staff appear reluctant and unable to provide clear plans regarding surgery time scales and the hospitals care our Mother. I do hope this review does not receive an automated email signposting the family to the PAL's team as seen in other reviews. We would like and expect more of a human approach towards my mother and her situation.

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Response from Torbay Hospital

Thank you for your comments. We are very sorry to hear about your mothers experience and that her standard of care fell below what you feel is unacceptable. We understand you have now discussed this with PALS and the Ward. Kind regards South Devon Healthcare NHS Foundation Trust.

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