"Endoscopy, Torbay Hospital. January 2016"

About: Torbay Hospital

Upon arrival I was greeted by reception, who sorted my paperwork, informed me of which Doctor would be looking after me and indicated the waiting room immediately to my left.

Even though I'd been told there was a delay of 30 minutes, a nurse soon came and took me through to the consulting room where they registered my obs. The nurse was kind and talked me through my procedure of a GI endoscopy. Having had one 6 months before, I knew what to expect, and although still nervous, I was confident.

The consulting Doctor soon arrived, shook my hand and seemed very nice, again I was talked through the procedure, and again still nervous but confident I followed the Doctor into the treatment room, I positioned myself on the trolley and the nurse attached me to machines for registering my obs, also an oxygen tube placed in one of my nostrils.

The Doctor placed a cannula in my right hand, it was extremely painful and was rough to say the least, pressing on it causing further pain! They then retrieved the sedative in two syringes, putting the first in my cannula and placing the palm of his hand over the top and rammed it down to the point I shouted out in pain, they then repeated this action with the second! Again I cried out in pain, at this time they never made any eye contact or attempt to apologise to me or reassure me, I could feel my confidence draining. Next came to inserting the camera through my mouth into my throat, I felt this was a rough action performed by the Doctor and that was the last thing I remembered before being woken in the recovery room. When I came home, I was extremely weak and my throat was very painful, I took myself to bed where I slept for almost 6 hours! An absolute stark contrast to my June appointment where a different Doctor performed my endoscopy and was kind considerate and efficient, my throat was not painful and I managed with a short rest on my sofa. Both times I had sedation, but both totally different management techniques by the Doctors, I know which Doctor I would prefer! Thank God I didn't have this Doctor first, it would certainly put me off ever coming back! All in all this treatment was traumatic for me, and I'm disappointed by this. I'm hoping for other patients this Doctor was just having a bad day!

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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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