"Not a good experience"

About: Torbay Hospital

Anything else?

My daughter who has learning disablities was admitted to the hospital on Wednesday 31 July for a scan on her right foot following a fall on 28 July. She returned on 1 August for an assessment and it was agreed that she would need an operation without delay the following day. She arrived at the hospital at 12.00 hrs and was prepared for theatre with the surgeon doing a final check. At this time, all appeared to be in order for the operation. Then the surgeon allegedly cancelled the operation because he said he needed her bed the following day as there was some doubt about the hospital being able to discharge her the next day. Because of her learning disablities she is cared for by Home Farm Trust with Social Services becoming involved with her after care. This I believe was the excuse given by the hospital to pospone the operation for 3 weeks. My daughter doesn't communicate too well, but I can see she is extremely distressed and in a lot of pain. The decision to postpone the operation is in my opinion, discrimination against a vulnerable person who has no way of arguing her case. It is also a high risk situation as the postponement of the operation could result in long term and permament damage to her foot. A letter of complaint is being sent to the chief executive.

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Responses

Response from Torbay and South Devon NHS Foundation Trust

We are very sorry to hear about the cancellation of your daughter's operation and the distress this has caused you both. We are concerned to note that you felt the reason for the cancellation was discriminatory and we are therefore pleased that you are writing to the Chief Executive in this regard as we would welcombe the opportunity to investigate the issue thoroughly and address any issues that may be uncovered.

In the meantime, if you would like to discuss your experience with our Patient Advice & Liaison Service (PALS) please do contact them. 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.

Response from Torbay Hospital

Response from South Devon Healthcare NHS Foundation Trust posted via Patient Opinion Website on 12/08/2013 at 08:47 as follows: We are very sorry to hear about the cancellation of your daughter's operation and the distress this has caused you both. We are concerned to note that you felt the reason for the cancellation was discriminatory and we are therefore pleased that you are writing to the Chief Executive in this regard as we would welcombe the opportunity to investigate the issue thoroughly and address any issues that may be uncovered. In the meantime, if you would like to discuss your experience with our Patient Advice & Liaison Service (PALS) please do contact them. 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.

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