"unable to contact"

About: Torbay Hospital

My review and rating explained.

Had an appointment with podiatry today that I am unable to make due to ill health overnight, so I rang the appointments number I was given 01803 217712 at 08.30. I received a recorded message saying the department didn't open until 08.45. I rang the department at 08.48 and after selecting option 2 to cancel an appointment and then hung up after listening to music for 2 minutes, no message it just started playing music. Rang again at 9.00 and the same thing happened.

I did my best to inform them that I would be unable to attend the appointment, I looked online to see if there was a way to contact the Podiatry Appointments but could not find one. Will send copy of this to to CEO.

System not functional.

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Responses

Response from Torbay Hospital

Dear Patient,

We are very sorry to hear about your experience which 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 Devon Healthcare NHS Foundation Trust

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