"A busy A&E department that still sees the patients..."

About: Torbay Hospital

My mother was taken into Torbay Hospital's A&E Department after a fall in her back garden. The ambulance team were great, working well together and setting everyone at ease. Once at the hospital, the (busy as usual) A&E staff did a great job of both identifying the injury and getting to the underlying cause, and suggesting a care plan that would get her the follow-up care she needed as quickly as possible. They did all this while still seeing my mother and the two worried men fussing over her as human beings rather than statistics or a collection of symptoms and injuries, helping us to discuss the best options for my mother's treatment. While the whole staff group involved in her admittance and treatment performed magnificently and worked together as a team to deliver better service to not only my mother but the regular stream of injuries and patients arriving before and after us, two individuals stood out. They managed to blend the desire to see the patient receive the best treatment with the sensitivity and compassion to take the patient's and relatives' feelings and desires into account, showing a great balance of commitment to professional medical care and a willingness to engage with people about their treatment that shows a degree of commitment to the role and integrity to the highest ideals of their profession. They managed to do this in the face of constant demands for their attention. The recent headlines for the NHS throughout England with nursing and care scandals, and in the South West with black alerts in several Trusts paints a bleak picture, but my observations of the Torbay A&E team this evening show that while the Hospital itself is not immune to the issues faced elsewhere, there are some incredible, talented, passionate and caring people working at Torbay Hospital, and that should be acknowledged.

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Responses

Response from Torbay Hospital

Thank you for taking the time to comment. We are really pleased that the care and treatment your mother received reached the high standards we constantly strive to achieve. It is always good to receive positive feedback and we will ensure we share your comments with those concerned. Kinf regards South Devon Healthcare NHS Foundation Trust.

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

We are delighted to read your encouraging comments. Staff appreciate hearing about patients’ positive experiences and your feedback will be shared with those concerned.

Kind regards South Devon Healthcare NHS Foundation Trust.

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Response from Sam Holden, Patient Experience Lead, Patient Quality and Safety, South Devon and Torbay Clinical Commissioning Group

picture of Sam Holden

Dear Anonymous,

Thank you for taking the time to share your feedback and for your lovely comments, it is always useful to receive any feedback to ensure that care is delivered in the best way.

I hope that your mother is making a steady recovery and that she will be soon back to her gardening. I was really pleased to read that your experience was a positive one and that the staff not only dealt compassionately and sensitively with your mother but also with relatives, it’s always a difficult thing to get right when the department is under pressure.

As you point out, we are all too aware of the pressures placed on all of our health services both locally and nationally and so it is great to hear of positive experiences even at a time of huge challenge.

I will ensure that your comments are passed directly to the department so that they are aware of the experience that you had and the wonderful praise that you have given.

If you have any questions or wish to provide further feedback you can do so directly to us by email to: patientfeedback.sdtccg@nhs.net or you can call us on 01803 652 578. Alternatively you can contact the hospital directly by email to: pals.sdhc@nhs.net or by telephone to 01803 655 838.

Best wishes

Sam

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