"Shocking and extremly disapointing"

About: Torbay Hospital

What I liked

I actually visited someone everyday i so got to see the quality of care. Some of the staff but only some where quite good. But alot where not they tended to talk to the patients as if they were children or "simple" and not as adult or with respect. There was many infection control issues A few things i vitnessed was a staff member tending to a patient doing there observations and misc checks which involved body contact. No gloves where worn and the staff member did not wash there hand nor did they use alcohol gel before moving on to the next patient. Another occasion a staff member was pushing a patient in a wheel chair who began to bleed from there hand so the staff member wheeled the patient to a sink got some paper towels and wiped the blood off the patient the staff member did this with no glov es and did not wash their hands after and instead continued to push to wheel chair while holding on to the paper towel. There are many things Ive seen like this. And i havent even got to the care of the person i was visiting. The patient i was visiting has since moved to plymouth deraford hospital and so far what ive seen there is not much diferent and so these issues must be spread over the whole of the NHS . As a carer my self its easy to spot these poor practises and as for the possitive feedbacks ont his site they must not be "in the know" about these things or the ward they were on but have indeed been better. Watch out for these things and always double check yours or the person your visitings meds chart and obs chart (with there permission of course)

What could be improved

Listen to the patients and there visitors and explain things better. Retrain staff and have independant quality control staff on duty.

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Responses

Response from Torbay Hospital

Dear Sir or Madam - We are very sorry that you feel the hospital has not met your expectations. The Trust strives to always provide the best possible service, affording patients respect and dignity at all time, as well as delivering a high level of infection control and hygiene. Can we ask that you contact the hospital's Patient Advice Liaison Service (PALS) so we can investigate your complaint as a matter of urgency.

A PALS Officer is available in person, Monday to Friday, between 9.00am and 5.00pm. You can contact them by calling 01803 655838 or on our 24 hour freephone number 0800 02 82 037. The service can also be contacted by e-mail via pals.sdhc@nhs.net (your email will go direct to our PALS Service).

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