"Poor level of care, poor environment, poor..."

About: Torbay Hospital

What I liked

Treatment in ICU was efficient, comfortable and impressive

What could be improved

Quickness to act when initial treatment was not working

Giving Oxygen bottles to the patient to take to the shower...which were empty on numerous occasions

Keeping the patient updated with the type of treatment being administered, and why

More regular visits by the doctor

Proactively monitoring the patient's progress


Patient was on a respiratory ward and yet was in a bed next to a gentleman suffering with mental illness who was disruptive and made it impossible to get rest and relaxation

Review of pain relief, and the option to adjust/administer more/less pain relief depending on how the patient was feeling, not just go by what the notes stated

Giving the patient Penicillin on discharge when patient had informed the hospital that they had a possible allergy to Penicillin

Anything else?

General hospital care was poor. Patient discharged himself due to the issues mentioned and left in a state of mind that was not at all reassured or knowledgeable about his condition. When the patient advised that he wanted to be discharged, the hospital staff appeared to spring into life and carry out more tests etc and asked him to stay - this should not have only happened because he told them he wanted to leave, it should have been proactive. As the patient's daughter I feel extremely disappointed with the level of care and the environment these unfortunate people have to try and recuperate in.

Story from NHS Choices

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Response from Torbay Hospital

We are very sorry to hear about your father's recent experience and that the standard of your care fell below that which we strive to provide. We would like the opportunity to discuss these issues 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 father's situation in more detail. We will need your father's consent in order to do this.

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. They can also be contacted by Text Phone on 01803 654742, by FAX on 01803 617162, or by email (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.

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