"Admission to A&E"

About: Torbay Hospital

Anything else?

My husband, Martin Player, was admitted to Torbay hospital A&E dept @5.15 on February 18th. I would like to express my gratitude for the care we both received from the receptionist who booked us in to the nursing staff in the department and the doctors who looked after us to the staff on Eau who looked after us before he was transferred to Derriford Hospital.

Everyone without exception treated us with care and consideration and are a real credit to your hospital.

Having said that I do have to mention a couple of things that I noticed during our brief stay.

As I said my husband was admitted at 5.15 with a suspected SAH but didn't see a member of the medical team until nearly 9.00. This may not seem a long time but he was offered no pain relief until I asked when he was going to be seen at about 7.20. A very helpfull healthcare assistant found out that he had been sent in to be seen by the medics but she arranged for the A&E doctors to prescribe pain relief and a CT scan.

Once the medical doctors came to see him we were rarely left alone.

I am not criticising any members of staff as I am sure the delay was due to the doctors concerned being expected to look after patients on the wards and anyone in A&E they had been asked to see and being stretched to thinly.

There was also a huge lack of beds in the dept. I saw at least 3 people admitted in the corridor on stretchers having routine bloods taken and medical histories taken. They were all asked if they minded which obviously they didn't as they were all unwell and just wanted to be seen.

Your staff are a credit to you but don't abuse their goodwill by taking them for granted, and expecting them to do more and more with less resources. They will only put up with so much. It is little wonder that more people are leaving the NHS to find alternative work. I know all hospitals have been asked to make vast and unachievable cost savings but don't make these at the expense of the service that you provide and the staff that you employ.

My husband is now back home making a slow recovery and I shall always be grateful to the staff that I encountered that day.

Yours Mrs Joanna Player.

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Response from Torbay Hospital

Dear Mrs Player,

Thank you so much for taking the time to comment on the service your husband received recently at Torbay Hospital. It is always very useful for us to receive feedback and we try to ensure that we share examples of good practice and also that we learn from any negative experiences.

We were really pleased to hear about the good care Martin had from the various staff involved, but obviously concerned to learn about the negative aspects of his care and also the general observations you made. Please be assured that your comments will be shared at a senior level to see if any investigation is needed or if there is anything we can learn from you and your husband's experience.

We wish your husband well with his recovery and thank you again for taking the time to provide this feedback. If you would like these issues to be followed up and the outcome shared with you, please do 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 sdhc@nhs.net (your email will go direct to our PALS Service).

Kind regards,

South Devon Healthcare NHS Foundation Trust

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