"Felt I didn't receive the care I needed at Torbay Hospital"

About: Torbay Hospital / General surgery

(as the patient),

I was recently sent to Torbay Hospital for a knee operation, which I went to without fear as I'd had wonderful treatment from them before. Unfortunately, it turned out to be a dreadful experience, to the extent that I can't bear the thought of going back to the hospital again.

On the day after the operation when I was recovering on the ward I was sent to the other end of the ward for a shower, with no assistance whatsoever, having to use an unstable shower stool on a slippery floor. I managed to shower myself with difficulty and get back to my bed, where I was met by a nurse who said that I should have my day clothes on, and sent me back to the shower room to change again with no assistance. On my way back I began feeling faint, and the next thing I knew I came to in my bed with a lot of pain in my knee, the nurse telling me that I'd passed out and had to be carried back to my bed.

I was very upset and annoyed that I'd been put in this situation by the lack of support and care that I felt I received after my operation - I could have really injured myself. I complained to the nurses in question, at which point I was admonished by the ward matron for telling off staff. This happened again when I commented on the poor care I witnessed another elderly patient receiving, whereupon the matron said that it was none of my business. It was like talking to a brick wall.

People are often very vulnerable when receiving medical care, and they need support and care from staff, which I felt I didn't receive. All I was asking for was a bit of basic human kindness. I now beg my family not to go to this hospital, and dread the thought of going back myself. I've recently been referred back for physiotherapy, but cannot face the prospect of going back.

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Response from NHS Devon

Torbay Hospital is sorry that you felt your experience of our services was so poor.

We would also like to apologise if you felt your concerns were not treated with the sensitivity and seriousness which you expected.

We would very much value the opportunity to discuss your experience in more detail to identify opportunities for learning and improvement within this particular ward and across the whole organisation, and to rebuild your trust and confidence in our Hospital.

Please contact our Patient Advice and Liaison Service (PALS) on 01803 655838, email pals.sdhc@nhs.net or write to Patient Advice and Liaison Service, Hengrave House, Torbay Hospital, Torquay, TQ2 7AA

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