"not at all helpful"

About: Torbay Hospital

My sister was admitted on the afternoon of the 19th July. Nil by mouth. Possible gallstones. Allowed food by half 5. Told would be nil by mouth from 2am due to needing a scan. Still waiting at 2pm. No scan and no food! I travelled from Cardiff. Asked if I could pop in to see Her quickly before returning. 1.30 in afternoon, visiting is 2pm. Nurse in question then proceeded to berate me to another nurse regarding my audacity and didn't care where I can from! All this in earshot of my brother in law! Forest ward. Not impressed, the nurse did not even come to tell me that this was not possible! I will be taking this further!

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Response from Torbay Hospital

Dear Enquirer

We are very sorry to hear about your experience and that the standard of your sister's 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 pals.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

Patient Services

Torbay and South Devon NHS Foundation Trust

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