Torbay Hospital
Lowes Bridge, Torquay, Devon, TQ2 7AAContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Lack of duty of care
by inspirenh89 - Posted on 22 February 2023
My stepmother who is over 100 and lives at home by herself fell and was taken after an 8 hour wait to Torbay hospital in severe hip pain. No hip fracture was identified and despite her remaining in severe pain she was discharged home later the same day with a zimmer frame with no package of care at all. In fact she had to take her own taxi home, costing her £50, which for a very old lady is expensive. No-one has assessed her from the Dartmouth medical practice and there is no follow up and it concerns me she will fall again as she has failing eyesight. I took the 500 mile round trip at the weekend and took her to the optician to have her eyes checked. It appears she may have had a TIA causing her to lose balance, but the hospital were disinterested in her eyesight, and just sent her home, in a taxi with no care package which to me shows a complete lack of duty of care. I feel someone medical should assess her properly and arrange an OT assessment at the very least and help her financially to obtain care help in the home. How do we organise this for her? Is this through her GP surgery?
Visited February 2023
Provided by Care opinion
Review titled Torbay Hospital
Replied on 22 February 2023
Dear Relative I am very sorry to hear you have concerns about the care and treatment recently afforded to your elderly step-mother. If you would like to discuss any of the concerns that relate to Torbay Hospital, please do contact us via 01803 655838 or by email, tsdft.feedback@nhs.net. so we can obtain the details and look into these. With regard to gaining further assessment for your step-mother, I am not clinically trained but I would advise that you contact your step-mother's GP in the first instance, who will be able to signpost you to the appropriate services to provide further treatment/ advice as required. Kind Regards Patient Advice and Liaison Service (PALS) Torbay and South Devon NHS Foundation Trust (Torbay Hospital)
Provided by Care opinion
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Review titled Receptionist Angel
Rated 5 stars out of 5
by Anonymous - Posted on 19 February 2023
Receptionist, K was so helpful and attentive in my hour of need. She organised a pharmacist to attend and dispense prescribed drugs for my dying mum in law when I had searched fruitlessly out of hours. No pharmacists are open on a Sunday evening in Devon! So thank you K for your kind assistance!
Visited Don't know on February 2023
Review titled Torbay Hospital
Replied on 24 February 2023
Dear Anonymous, Thank you for taking the time to provide this positive feedback at a very distressing time for you and your family. Best wishes.
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Review titled Compassionate and caring.
Rated 5 stars out of 5
by Sally - Posted on 01 March 2023
My husband was eventually referred to the palliative care team. At this stage, he was unable to make decisions for himself. I expressed my wishes and fears. I was listened to carefully and my suggestion to change morphine to another form of pain relief was immediately implemented. My husband has an extreme reaction to morphine. It makes him delusional. The team didn't patronise me and they were very honest about his chances of survival. At the same time, they didn't dismiss my (unrealistic) belief that he would live. I had already been made aware that the staff would not resuscitate him if he had another heart attack. The reasons for this were clearly explained to me. As a result, I understood that it would not be in his best interests to do this even though I desperately wanted him to live. My husband had always said that he trusted me to make the "right decision" if these circumstances ever arose. I believe, with the help of the staff, I was able to do what he had entrusted me with. My thanks to the palliative team for their care, support and for ensuring my husband's last hours were as comfortable and dignified as possible. I would also like to thank them for giving me the time I needed to discuss his condition and its management.
Visited Palliative care on February 2023
Review titled Torbay Hospital
Replied on 27 March 2023
Dear Sally, Again, please accept our deepest sympathies for the loss of your husband (review dated 28 February 23). I am so glad you felt listened to and the team acted on your suggestion. It is lovely to hear that you were supported by the team during this extremely difficult and sad time for you. Thank you for taking the time to email us with your kind words of appreciation which will be much valued by our staff. Best wishes.
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Review titled Unprofessional experience
Rated 3 stars out of 5
by Anonymous - Posted on 21 February 2023
I have been in and out of SRU for over a week following an incomplete evacuation of products of conception surgery. At the time of my first surgery, everything was rushed as the ward and theatre did not communicate, so the medication required to open my cervix was not given 45mins ahead of surgery and had to be given on the way to theatre. During my various admissions staff did not seem to know why I was on the ward, what procedures were happening or read my notes so each staff member would continually ask me what was going in Infront of other patients. This was a very sensitive matter and also my second pregnancy loss in 4 years and is not something that should be discussed Infront of others. During my continual visits, it took days to arrange a scan and I was just given pain killers and sent home each time. The scan showed retained products and further intervention was required. I was booked for a further surgery. At 10:30 someone came to collect me from the ward however I had to remind staff that I had not signed consent or had medications again. Myself and other patients could then hear staff moaning and arguing about this as I had refused to have surgery until this was completed. This seems like very bad practice and came across as disorganised. I was also told that they didn't have the relevant medication on the ward so might not be able to have it. I expressed my concerns about this and was told that they would sort it and I would have surgery 1 hour later. Staff and surgeons the continued to stand Infront of all other patients pointing and discussing my case, while the patient's sat and stared at me knowing all my personal information and reason for my visit. I found this very unnerving and unprofessional. 4 hours later I finally went down. Unfortunately during these four hours I was left in a waiting area in nothing but a gown and stockings in front of male and female patients and visitors, no blanket, no pain medication and struggled to get staff attention as they would just walk passed me. I had to follow and stand behind a member of staff to get some assistance. In total, it has taken 12 days from original day of surgery for someone to action a further surgery to resolve my pain and discomfort, despite me attending OOH GPs who stated I needed intervention and a further 2 admissions where I was just given strong painkillers and sent home being told I would be fine without any further scanning or investigation. I understand that the hospital are unstaffed and SRU frequently told patents that there were not enough staff to assist everyone, but this has somewhat knocked my confidence and made me feel anxious about returning to this ward at any point. I will be leaving individual feedback though on some fantastic staff members in recovery and anesthesiology who I feel really tried to turn this around for me and change my bad experience to a tolerable one.
Visited General Surgery on February 2023
Review titled Torbay Hospital
Replied on 24 February 2023
Dear Anonymous, 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. 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 three working days. PALS can also be contacted by Text Phone on 01803 654742, or via email to tsdft.feedback@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 Feedback and Engagement Team Torbay and South Devon NHS Foundation Trust
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Review titled Excellent care of my husband and myself
Rated 5 stars out of 5
by Sally - Posted on 28 February 2023
My husband was admitted by ambulance to A&E with suspected pneumonia. An Xray and CT scan revealed extensive inflammation and historical damage to his lungs. He later suffered a heart attack and died. All the staff involved with his care on Midgley ward treated him with unwavering professionalism, but more importantly with kindness, gentleness and commitment to both his comfort and dignity. The doctors were willing to answer all my questions and kept me continually updated. They explained his condition clearly and honestly. They didn't patronise me. The staff were also mindful of my needs, making sure I had something to eat and drink. They allowed me to spend as much time as I needed to with my husband after he had died. They were also willing for me to help wash him before he was put in the body bag. One member of staff drove me home when her shift ended. I would like to thank everyone involved in my husband's treatment and care. I know that they did everything they could to keep him as safe, comfortable and pain-free as possible. They all exhibited a quality no amount of training can provide - compassion. Thank you all for your excellent care of us both.
Visited Respiratory Medicine on February 2023
Review titled Torbay Hospital
Replied on 17 March 2023
Dear Sally, Please accept our deepest sympathies for the loss of your husband. This is a very difficult and sad time for you and we appreciate you taking the time to share your lovely kind comments about the professional and informative way you and your husband were cared for. Positive feedback such as this is always lovely to read, especially knowing that our staff and services are so appreciated. Take care.
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Review titled A Band of Angels
Rated 5 stars out of 5
by Stephen Trubridge - Posted on 13 February 2023
My nose bleed just wouldn't stop and we had left it far too late before dialling 999. The ambulance arrived within 8 minutes of the call. I fell unconscious on the paramedics arrival. If they had arrived anytime later I would have died. On arrival at Torbay Hospital, I was taken straight into the receiving area and given emergency treatment. Over the course of the next few days I was given blood and platelet transfussions as well as other medications and treatments. 4 nights and 5 days later the bleeding eventually stopped. My sincere thanks to all who looked after me in my hour of need. My treatment and care could not have been better. A wonderful team of professionals from the paramedics through to all the doctors and nurses - and the surgeon who'd casually call in to see me on his way as he left his shift. In the event I hadn't needed surgery, and he had no reason to "pop in". But he was clearly on my case team and obviously wanted to see for himself how I was doing. He needn't have worried. The Nurses, Doctors and Consultants had me in their total care. I don't believe in angels but if they exist there's a team of them based here at Torbay Hospital. Thank you.
Visited Haematology on February 2023
Review titled Torbay Hospital
Replied on 14 February 2023
Dear Stephen Trubridge, Thank you for taking the time to post your kind comments about your recent treatment and the professional and informative way you were cared for. Feedback such as this is always a joy to read, especially knowing that our staff and services are so appreciated. Best wishes.
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Review titled Unsafe and Undignified
Rated 1 star out of 5
by Anonymous - Posted on 05 July 2023
My husband was admitted to George Earl Ward on Friday 10 February. The time on this ward was appalling. In the week he was there no doctor or nurse ever came to talk to me to let me know what was happening or keep me informed . I visited every afternoon and every evening and each and every time he was lying in sheets soaked with his own urine - I had to request a change of bedding every single time. The HCA's did all the work (and were brilliant) the nurses just sat at the central reception area & I never actually saw any of them do anything. All visitors had to wait outside the doors to be let in (which could sometimes take for ever even though they could see us standing there) and time & time again I overheard relatives saying they did not feel their loved ones were safe in there. My husband also had dementia and yet he hardly ever saw the same HCA twice - even when an HCA we recognised was on the ward, they had been moved to work in a different bay. Continuity of care is imperative - not only for dementia patients, but also I would have thought for stroke patients. The HCA's themselves, when I talked to them, all said they would prefer to remain in the same bay so they could get to know their patients likes and dislikes. Torbay is supposed to be a dementia aware hospital, but I saw little evidence of it on this ward. I
Visited Stroke on February 2023
Review titled Torbay Hospital
Replied on 14 July 2023
Thank you for your feedback - apologies for the delayed response. I am very sorry to hear that the standard of care for your husband fell below that which we strive to provide. Can I ask that you contact PALS so that we can obtain further details and review. You can contact PALS 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 three working days. PALS can also be contacted by Text Phone on 01803 654742, or via email to tsdft.feedback@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.
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Review titled Thank you and Well Done
Rated 5 stars out of 5
by Maggie J - Posted on 23 January 2023
On January 19 2023 we visited the A&E at Torbay hospital in Torquay with our nearly 12 month old son who had potentially swallowed a foreign object and was presenting with fever, lethargy, and reduced intakes. We live in Canada and were on holiday visiting family. It was two days before we flew home and were concerned about flying with a sick child. Our experience at the hospital from emergency reception to the doctor was absolutely fabulous. The staff at reception were so calm and clear in their communication and seemed very knowledgeable. We waited not even 5-minutes before we're taking in to the paediatric emergency area. We felt immediately cared for, immediately calm, and immediately comfortable. The team of nurses and doctor were fabulous with us as parents and with our babe. We felt listened to and seen, which we consider to be the most important factors in good health care. Turns out our babe just had a common respiratory infection that really didn't need emergency care, but we were thankful to never have felt to be a bother. Great organization and care! Thank you!
Visited Accident and emergency services on January 2023
Review titled Torbay Hospital
Replied on 24 January 2023
Dear Maggie J, Thank you for taking the time to write such a lovely review about your unfortunate visit to ED with your son. Never an experience you want to go through but always great to hear positive experiences under such difficult circumstances. Best wishes.
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Review titled Consummate Professionals
Rated 5 stars out of 5
by Nicholas Porter - Posted on 10 January 2023
A week ago I had the misfortune to fall from a ladder and incur considerable and life threatening internal injuries. Fortunately my wife was on hand to call the emergency services and an ambulance arrived in under 5 minutes. I was taken to Torbay Hospital, where on arrival I was immediately admitted the Resus Room in the Accident and Emergency Department. For the next hour a team of at least 6 medical professionals (I have to admit my memory may not be too precise, morphine is a wonderful thing), worked tirelessly and efficiently to save my life and limit the effects of the damage. I am forever indebted to the two paramedics who came so quickly and transported me to Torbay Hospital and the team that saved my life in Resus. A special mention must go to a doctor who fitted the drain that allowed my collapsed lung to re-inflate and me to breathe. At the time when he was working to save me I was less than generous with my comments as the pain was quite intense. My wife has always said I have a very low pain threshold! After a brief stay on Accident and Emergency Major, I was transferred to Allerton Ward. Again the care and professionalism was exemplary, so much so that 3 days after I went in to hospital I was able to be discharged. I have a long period of recuperation ahead of me, but this is far better done at home. Throughout my stay at Torbay Hospital I was humbled by the humour, skills, professionalism and empathy of every one of the staff I came in to contact with. It was obvious some of these individuals are near to breaking point from sheer workload and related issues, but they never let this effect the level of care provided. I have always been an armchair supporter of better pay for the health and social care sector, but following my experiences, when sufficiently fit, I will be campaigning alongside them!
Visited Accident and emergency services on January 2023
Review titled Torbay Hospital
Replied on 13 January 2023
Dear Nicholas Porter, Thank you for taking the time to share your positive experience you received at Torbay Hospital. I am so pleased that you felt we provided you with such an excellent level of care which is, of course, what we aim to provide for all our patients. Your kind words of appreciation will be much valued by our staff. I wish you well in your continued recovery. Kindest regards.
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Review titled Outstanding ambassadors.
Rated 5 stars out of 5
by Paul Aslett - Posted on 13 January 2023
A Big Thank You to the two highly skilled Torbay ENT Doctors who treated me on 7th January when they skilfully removed a fish bone that had become stuck in my throat, I can't thank or Praise them enough. Both brilliant Doctor's and true ambassadors for our wonderful NHS. Well done indeed
Visited Ear, Nose & Throat on January 2023
Review titled Torbay Hospital
Replied on 24 January 2023
Dear Paul Aslett, Thank you for sharing your positive experience, and hope you are now feeling much better. Thank you for highlighting the high level of care you were shown by the staff while you were being treated. Kind regards
Information supplied by Torbay and South Devon NHS Foundation Trust