"In-patient care good, but follow-up care very..."

About: Torbay Hospital

I was admitted for an emergency hernia repair in October 2014 and re-admitted with an infection in November 2014. The overall care was very good apart from some problems with my medication. At that stage I would have awarded Torbay Hospital 8 / 9 out of 10.

However since late November 2014 for 56 out of the last 62 weeks I have been waiting for appointments and I am still waiting. Each appointment leads to another wait for another appointment, when I just want to be put on the waiting list for another operation for another hernia.

I waited 17 weeks for a 6 week follow-up, due to being left off the list twice. By this time I had another lump but the consultant didn't examine me. I then went to the GP and had to wait 8 weeks for a 2-3 week scan. Then I waited another 11 weeks to see the same consultant, who referred me to another consultant, because they have a shorter waiting list. I then waited 20 weeks to see this other consultant.

The appointment was yesterday 28 January 2016. The 2nd consultant is arranging for me to have a CT scan before making any further decisions.

Who knows how long I will have to wait for that ! Also the 2nd consultant recommends keyhole surgery which he doesn't do. Meanwhile I have been left waiting yet again for something to be done, when I have been experiencing a lot of pain and discomfort for at least a year. I would not award even 1 out of 10 to Torbay for their follow-up.

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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

Patient Services


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