"Booking into casualty"

About: Torbay Hospital / Accident and emergency

(as the patient),

Firstly I want to say Torbay hospital do a great job all the staff go above and beyond to care for you

I've just one issue which I'm sure everyone must think the same

When you go to book into the emergency dept the desk is open into the waiting room

I had something really embarrassing to discuss and had to stand there explaining what my medical problem was in front of 15 people listening to me

And now to make matters worse they have a triage nurse stuck in the corner

So again confidentially is not valid

With all the renovations surely it would be easy to put a soundproof area around the checking desk

This would make a patients visit much more private

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Response from Torbay Hospital

Dear A&E 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 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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