"Accident and Emergency Visit"

About: Torbay Hospital

Visited the department this week with daughter.

Staff treated her well including her in discussion and decision making.

Arrived to be asked by a receptionist who did not introduce them self smile or look at all friendly - if anything looked bored!

We were given a raffle ticket and told to wait to be called by the nurse.

The nurse was sitting in the waiting room seeing patients undertaking triage - no privacy or dignity for patients as could hear all details and some had to remove clothing to have blood pressure taken.we were asked to speak up as department so busy.

Following triage we were asked to continue booking in - we had not been booked in previously no details were taken. We booked in and given a card saying booked and that time . This was 45 mins after arrival - this is cheating the 4 hour target by not starting the clock until seen by nurse ! We were seen quickly and efficiently but could have waited longer and patients coming after us may have been sicker but how would a receptionist know or a raffle ticket nightlight that too ?

Concerned about safety and waiting times fudging the figures when Torbay have been named as one of the 20 worst performing Trusts in UK. Disappointed.

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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

Torbay and South Devon NHS Foundation Trust

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