This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Poor Customer Service

Story from nhs.uk

"Poor Customer Service"

About: Totnes Hospital

I attended Totnes "Walk-in-Centre MIU" at about 10am on Monday 10/8/15 to see a Nurse for 6 Stitches to be removed (a 5 minute Job), there was just one chap waiting in que when I arrived, 30 minutes passed and this other chap was still waiting to be seen, I therefore asked the Receptionist how long would I have to wait?, as they had no idea I then left and returned 3 Hours later...... to find the same Chap still sat there still waiting!.... so I left again and returned 2 Hours later to see a now packed waiting area which included the same Chap still sat there Waiting for Service!! - NHS Managers please take note!!

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Totnes Hospital 8 years ago
Totnes Hospital

Submitted on 14/08/2015 at 16:52
Published on nhs.uk on 15/08/2015 at 02:30

Dear Customer

Thank you for your feedback, regarding a visit to Tones Community Hospital's Minor Injury Unit (MIU). I am sorry that you found the waiting times to be too long and that you did not manage to receive treatment from this service.

I am unable to comment as to why a particular patient appeared to be waiting in the waiting room for over five hours. The waiting room at Tones Community Hospital is not solely dedicated to the MIU service, but for the whole hospital. The waiting times for the MIU service at Totnes Community Hospital have been checked, please take my assurance that there have been no breaches in the targets set for patients to be assessed; five hours would breach these targets.

If you would like to discuss your concerns further, please don't hesitate to contact me using the details below.

Yours sincerely

Emma Davies

Feedback and Engagement Officer

Torbay & Southern Devon Health and Care NHS Trust

Bayhouse | Nicholson Road | Torquay | TQ2 7TD 01803 217397 feedback.t-sd@nhs.net

FREEPOST (FB)

RRLE-KHTU-ZGEU

Torbay and Southern Devon

Health and Care NHS Trust

Nicholson Road

Torquay TQ2 7TD

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Peter Brain, Volunteer, Healthwatch Devon 8 years ago
Peter Brain
Volunteer,
Healthwatch Devon

Submitted on 06/09/2015 at 19:43
Published on Care Opinion on 07/09/2015 at 09:26

Dear patient

The comments and responses on the web-site of Patient Opinion are shared with us at Healthwatch.

Thank you for responding to this disappointing experience of waiting.

At Healthwatch we are building a picture of the provision of services in Devon and these comments should help the NHS and other providers develop and improve their services.

If you wish to discuss this or any health or social care issue with us in confidence, including seeking advice or information about services, please call 0800 520 0640, or email info@healthwatchdevon.co.uk or go on-line to www.healthwatchdevon.co.uk.

Yours sincerely

Peter Brain
Volunteer

Healthwatch Devon is the consumer champion for Health and Social Care in Devon.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k