"First visit to A & E ever"

About: Torbay Hospital

As it was my first ever visit to an A & E department, and I am 72 years of age, as you can imagine I was very nervous. My first impression was that the reception lady was a little bit offhand which didn't help my nerves but after that I was very impressed with the attention and help I received . Everyone was pleasant and efficient which was very reassuring as I was very scared. I felt so much better that I had gone there and I got an appointment for the very next day. I have now been to that appointment at the Eye Clinic and I am still very impressed by the welcoming and happy atmosphere at the Hospital. Everyone who helped me had a smile on their face, which turned a visit I was dreading into a confident feeling that they would do all they could to make me feel better. Thank you all very much.

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Response from Torbay Hospital

Dear Eileen Many thanks for taking the time to comment about your experience at our A&E department and Eye Clinic. It was really good to hear the mostly positive feedback you gave, but we are sorry that your initial contact with reception was not so good. Your feedback will be shared with the managers concerned, but if you did want to us to look into that negative aspect in more detail, then please contact our Patient Advice & Liaison Service (PALS). 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 three 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). South Devon Healthcare NHS Foundation Trust

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