"Visits to the eye clinic"

About: Torbay Hospital

Checking in with reception at the clinic is poor and unfriendly. Ignored most times by the receptionists and made to wait before they acknowledge your presence. The photograph taking is polite but the camera used is not state of the art and well below the standard of other hospitals I have visited. Waiting times are good but staff are polite but show no real interest in my eye problems. A quick but not thorough eye examination. I have never been allowed to see the photographs taken and no evidence of the consultant viewing them. Almost an amateurist enterprise. I am considering the possibility of transferring to a different hospital. The hospital needs to concentrate on the standard of care not just the speed of getting you through the clinic. Staff need to be patient centred not staff or organisation centred. Appointment frquencies ie if I am needed to be seen 4 monthly according to the hospital then it should be 4 monthly not 7 or 8 monthly with the excuse we are behind.

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Responses

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 South DevonHealthcare NHS Foundation Trust.

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