"Appointments System is a disaster"

About: Torbay Hospital

Whilst the treatment I received was excellent, the appointments system is absolutely useless. I was first told that my appointment would be at 10.15 - then I received a letter saying it was at 12noon. The next day (having made travel arrangements) I received another letter saying it was at 10.16. (yes 16!) When I checked in, they seemed to think my appointment was for a fourth different time and said I would have to wait a while. I was not the only person to have problems - the lady waiting opposite me, who arrived at the time stated on her letter, was told that she was late and couldn't be seen that day! The appointments system obviously needs a thorough review by an independent organisation.

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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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