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 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
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Review titled Excellent Palliative Care
Rated 5 stars out of 5
by Tom Ridgway - Posted on 17 February 2023
I would like to thank you for the exemplary care that was provided to my Father through 19 – 23 January 2023. Already suffering from Parkinson’s Disease, Dad was rushed into A&E (the ambulance was at the house in 15 minutes) on the morning of 19th. The team worked tirelessly to try to keep him with us, but by lunchtime it was clear that the only remaining option was to offer palliative care. This news was passed to the family with great compassion and Dad was afforded all possible dignity in the transition to Emergency Assessment Unit 4. Through Thursday Dad stabilised and then began a four day vigil by the family, facilitated by the excellent staff. To single out particular individuals would be to detract from what was clearly a great team effort. Doctors, nurses, health care assistants, porters and the padre all contributed; both to ensuring that Dad had the optimum care throughout and that the family were able to visit at any time of day or night. The handling of Dad’s last couple of hours was really exceptional. I was particularly grateful for the loan of a mattress and some bedding to allow me to sleep on the floor beside him for four nights. The room had an ensuite, which was very useful too. The facilities provided, such as the shop and canteen meant that we wanted for nothing.
Visited Palliative care on January 2023
Review titled Torbay Hospital
Replied on 24 February 2023
Dear Tom Ridgway, Thank you for taking the time to share your family's positive experience at Torbay during a clearly very emotional time for you. Please accept our sincere condolences for the loss of your dad. Take care.
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Review titled Great service
Rated 5 stars out of 5
by John Sheridan - Posted on 16 January 2023
Went to A&E after testing positive for Covid. I have CLL and vulnerable. The staff from Covid team Dr.Watson, the Pharmacist, nurses ,doctors and staff of A&E all, under great pressure we can't thank them enough for the care and attention received.
Visited Accident and emergency services on January 2023
Review titled Torbay Hospital
Replied on 24 January 2023
Dear John Sheridan, Thank you for taking the time to share your kind comments. It is good to know you received the high level of care that we aim to provide to all our patients. I hope you are feeling better. Best wishes.
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Review titled Practice of the absolute best.
Rated 5 stars out of 5
by John - Posted on 07 January 2023
On the evening of 25/12/2022 I went to A&E at 1930 hrs. I would like to take this opportunity to show my appreciation relating to the incredible service that I experienced. From the start including booking in, to seeing the Triage Sister and all the other nurses and doctors involved in Resus etc, I do truly believe that the care, attention and professionalism that I received was undoubtedly all of the absolute best. Everyone was so nice, thorough, helpful and dedicated. Anything that I was unsure of was explained. Nothing was too much trouble. I am so very grateful to this hospital and its staff. Considering the immense pressure that these NHS staff are working under, it is unbelievable that they can still give their very best. It really is incredible. I would not have believed that these lovely people could endure such pressure. It has opened my eyes; as I would never have believed that these dire situations at present are a big part of their daily work. They deserve so much credit. My unreserved thanks go out to these wonderful, dedicated and loving people. These proud people deserve much praise as they are our NHS. My many thanks once more, and I wish a safe and happy New Year to each and every one of you. With the Kindest regards. John.
Visited Accident and emergency services on December 2022
Review titled Torbay Hospital
Replied on 13 January 2023
Dear John, Thank you so much for taking the time to send in such lovely feedback regarding the care you received in the Emergency Department. We always endeavour to offer a caring and supportive approach to our care and really value any feedback that supports we are getting it right. I hope you are recovering well. Kindest regards.
Information supplied by Torbay and South Devon NHS Foundation Trust