"It was absolute chaos"

About: Torbay Hospital / Upper gastrointestinal sugery

(as the patient),

I went to Torbay Hospital for a hernia operation, it was absolute chaos. The Outpatients department had been moved, people had no idea where they were supposed to be.

I’d received a letter beforehand explaining the procedure that would be followed, what actually happed was nothing like the letter set out. Completely the opposite.

I was asked to get changed in cubicle 3, was about to do in when I was told there was somebody already in that cubicle. So then I was asked to wait. Whilst I was waiting I was asked to go to a room where a nurse asked me a load of questions, returned to my seat and a little while later went through virtually the same questions with an anesthetist.

Then another nurse came along, she started to ask me exactly the same questions when I informed her I’d already been through all this – twice!

When it came to the actual treatment I’d never met the surgeon before. There was no follow up from the surgeon after the operation – I still have a hernia.

I should add that In November I had to go to Torbay hospital again for the removal of a cyst. This was a completely different experience. The anesthetist was totally different –more caring – and there was follow-up from the surgeon.

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Response from Torbay Hospital

Dear Patient, We are very sorry to hear about your experience and that the standard of your care fell below that which we strive to provide. We would like the opportunity to discuss your experience with you and try our best to resolve it. If you are happy to talk to us about this, please contact our Patient Advice & Liaison Service (PALS) so they can look into your situation in more detail. A PALS Officer is available in person, Monday to Friday, between 10.00am and 2.00pm. You can contact them by calling 01803 655838 or on our 24 hour freephone number 0800 02 82 037. If you get through to the voicemail service please leave your contact details and you will receive a call back within two working days. PALS can also be contacted by Text Phone on 01803 654742, by FAX on 01803 617162, or via email to sdhc@nhs.net (your email will go direct to our PALS Service). We look forward to hearing from you so that we can address the issues you have raised.

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