"Urgent care for young girl"

About: Torbay Hospital

My daughter quickly became ill recently, having a high temperature and acute stomach ache. We called 111 at about 6. 10 and I was pleased that the phone was answered promptly and we spoke to a nice young man. He took our details but then his computer crashed and we had to wait a few minutes to be transferred to another caller where I did have to repeat some details. However, the second man dealt with the matter very expertly and suggested we needed to see a GP in 6 hours. He transferred our details to the out of hours service and we were promptly phoned back by a nice female GP who asked me some more questions (not the same as before) and suggested my daughter needed to be seen by an out of hours GP and the nearest treatment center was Torbay. I took her down there and was a bit concerned to see how busy A&E was (full! ) However, we saw the GP quickly and he was great, really good with my little girl and thorough. The Doc signage was very clear and professional. However, I thought the A&E environment was poor. There are out of date posters (yellowing NHS Direct poster near the door? I thought that had gone now), posters peeling off the wall, some sort of broken technology near the toilets, confused messages about Bay Health Center (I thought that had gone too? ). When we saw the GP, I was also concerned that some of the equipment wasn’t working. The GP had to spend about 5 minutes searching for a power lead to make the ear inspection device work. Having found one, it still didn’t work! Luckily, the GP had one in their bag. Also, we needed to get a urine sample so I took my daughter to the toilet. Someone was being sick in the female toilet so that was immediately out of order. That left the men’s or disabled (we opted for the latter). If one of those was out of order, one toilet for 40-50 sick people? ? That just doesn't seem enough. There was also no indication where the next nearest facilities may be. It is quite a scary environment for a young child, and my daughter did confess going home that she couldn't produce a sample because she was nervous. I don’t doubt the clinical care is good, but the environment could frankly do with a bit of love, it felt shabby and uncared for. First impressions do count and contribute to the patient experience.

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