"Giving patients clear information"

About: Torbay Hospital

When I am examined by a physician I expect them to a. Introduce themselves b. Ask me to describe the problem c. Examine me d. Tell me what they find e. Recommend and explain treatment or management f. Give me the opportunity to ask questions. I have left the Eye Clinic at Torbay twice in the last 7 days in a state of high anxiety with no clear idea of what happened to me or what is likely to happen to me. It appears to be a case of PVD - I had to ask a nurse for an information leaflet as the doctor failed to give me one - and vitreous haemorrhage but I only know this by subsequently checking NHS websites and through the help of a very kind nurse who could see I was upset at my treatment. My experience of the NHS in general and Torbay in particular has been almost universally good but there really are some doctors who need a crash course in basic patient- doctor relationships. I'm afraid you have at least one who is stranded somewhere in the 1930's.

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Response from PALS Dept, Torbay and South Devon NHS Foundation Trust

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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