"near perfect"

About: Torbay Hospital

Anything else?

Last Thursday night we became concerned about my 14 year old son’s left eye which was very painful and obviously in need of attention. A call to the NHS helpline led to a call back from a doctor within 15 minutes, who promptly asked us to come to Totnes Hospital. Having examined Hamish, the doctor asked us to take him on to Torbay as he felt that he needed specialist examination. On arrival at Torbay (the early hours of Saturday morning are never the easiest in a casualty department) we were immediately advised that an ophthalmologist was driving down from Exeter to see Hamish and in the meantime the duty paediatrician would examine him. The subsequent examination led to the paediatrician explaining the problem, likely treatment and the need for an immediate opthalmic examination. Within a few minutes the ophthalmologist had arrived, confirmed the diagnosis, and asked for Hamish to be admitted to a ward. Within an hour he was on ward and being given the first antibiotics. The following day it was clear they weren’t working fast enough and urgent surgery would be necessary. Again, the right team were there, quick and performed the task with due efficiency and a happy outcome. What made this whole thing so impressive was the attitude of everybody along the line. Without exception, they were not only spot on with their job, but clear communicators, working a smooth team with the other departments, being relaxed, reassuring, but always precise as to risk. In short; a model of how good care should work. A great example was when, after surgery, the ward nurse decided Hamish was too woozy to be moved to the Opthalmic department for tests. No problem, they just put together a portable kit of equipment and came up to the ward to do the job. This was a team to be proud of. We saw just a tiny part, but the way they found time for us as human beings as well as efficiently administering care was very impressive. From the ward through to the specialists every one was a shining example. Well done to you all, and obviously our grateful thanks for a happy outcome.

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Response from Torbay Hospital

Thank you for taking the time to provide such detailed feedback about you and your son's recent experience at our Hospital. We are so pleased to hear about the positive outcome for your son and it was really heartening to read about his excellent care and treatment, in what must have been a particularly worrying time for you. We always appreciate it when people take the time to comment on the care we provide, whether that experience is positive or negative, so that we may learn from the negative to help us make improvements or share best practice when the experience has been a particularly good one. Your kind words will be shared with our staff. Best wishes, South Devon Healthcare NHS Foundation Trust

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