"Trying to find out date for operation"

About: Torbay Hospital

Having been on the waiting list for an operation for some time, I attempted to contact the admissions department by telephone to ascertain how much longer I would need to wait. I was on the line for about fifteen (15) minutes, being bounced around from person to person. Four people didn't wait to hear my question but would "transfer" me, just to get rid of me. When I finally did get through to the department I wanted, there was a message to say that there was no one to assist and I was disconnected. Talk about frustrating. I guess the system works for you, because you don't ever have to deal with anyone on the phone. But it didn't work for me. I guess I will just have to wait and see when my operation is listed. If ever it is.

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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. Kind regards South Devon Healthcare NHS Foundation Trust.

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