"things should be done make you feel comfortable"

About: Torbay Hospital / Urology

(as the patient),

I was referred to the Torbay urology department with a 2WW suspected cancer referral. We arrived at the hospital in plenty of time for my appointment at 11: 10am, it was gone 12: 30 before I was actually seen by anybody. I did expect a bit of a delay and put plenty of parking on the car so this wasn't too much of an issue.

Finally a nurse came and said for me to wait down the corridor and someone would get me in a couple of minutes. a lovely nurse came and helped me into the room to have a cystoscopy done, she asked if I had yet seen the consultant which I hadn't (I think I probably should of seen him first! ! ) she said thats ok and I needed to lie on the bed and get ready for him to come in.

After 10-15 minutes the consultant entered and completely ignored the fact that I was lying on the bed waiting for him. this was very uncomfortable as I had had to undress as well. He persisted to complain to the nurse that he shouldn't be seeing 16 patients in one morning and is he supposed to do everything? he demanded that he wanted a telephone number to speak to someone regarding the length of his appointment times. this was very unprofessional and I was still lying there with not much on.

Not a lot was done to make me comfortable about this and after the procedure was done I felt very rushed and just got told its all fine. he dictated a short letter to the gp which we told him we weren't happy as this has been going on for three months. he added another paragraph to include info about medication for me to take. he then left the remove without much explanation and the whole experience wasn't very good or professional.

I felt so rushed and although more information should of been given to me and more time spent with me. once the consultant left I sat on the bed and cried and the nurse stayed with me and explained a few things, I think she actually spent more time with us and reassured us about my problems than the consultant did himself.

I did feel sorry for the consultant as if he was seeing that many patients something should be done about that as he was obviously stressed. but this should have been discussed away from any patients.

its horrible enough having to visit the hospital anyway but with something so personal as this things should be done make you feel comfortable and happier with the situation.

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Response from PALS Dept, Torbay and South Devon NHS Foundation Trust

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.

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Response from Peter Brain, Volunteer, Healthwatch Devon

Dear 'unhappy patient 123'

The comments and responses on the web-site of Patient Opinion are shared with us at Healthwatch.

This experience you describe clearly gave rise to the 'unhappy name' you chose to make this posting. It must have been really unnerving. The PALS system does deal with complaints but we also advise you to contact Healthwatch about such experiences. We can, of course, do little about what has happened but we can act to ensure that procedures and systems are reviewed so that these things do not happen to others.

We are building a picture of the provision of services in Devon and these comments will help the NHS and other providers develop and improve their services.

If you wish to discuss any health or social care issues with us in confidence, including seeking advice or information about services, please call 0800 520 0640, or email info@healthwatchdevon.co.uk or go on-line to www.healthwatchdevon.co.uk.

Yours sincerely

Peter Brain


Healthwatch Devon is the consumer champion for Health and Social Care in Devon.

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