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"I have been very satisfied with the care I received."

About: St Michael's Hospital / Outpatients

(as a service user),

After a long-ish wait for a physiotherapy appointment for assessment, I was seen at St Michael's Hospital, Hayle Cornwall by Rosie (having been referred by my GP three months earlier!) 

A very thorough examination identified the issue and I was given an exercise sheet with clear instructions. Since I had been experiencing considerable pain for more than 6 months, while waiting for the physio assessment I had organised private acupuncture treatment that had been beneficial in pain management. This together with Rosie's exercise advice significantly improved my condition. I returned for a follow-up appointment at St Michael's when Rosie was pleased with the progress made and recommended additional exercises.

I have been very satisfied with Rosie's care and the Physio Department at St Michaels. 

What could have been better - after waiting 12 weeks for my appointment I phoned the Hospital outpatients department to find out where I was on the list. As I was on the West-Cornwall list, I was about NO. 95! Just by chance the advisor told me that if I could go to Hayle, I could have an appointment that week. Of course, I agreed. If I had been given a choice of which hospital I could have been seen earlier. 

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Responses

Response from Becky Osborne, Governance and Performance Lead, Therapies, Royal Cornwall Hospitals NHS Trust 2 years ago
We have made a change
Becky Osborne
Governance and Performance Lead, Therapies,
Royal Cornwall Hospitals NHS Trust
Submitted on 03/04/2023 at 10:23
Published on Care Opinion at 11:08


Dear moonne75

Many thanks for taking the time to provide feedback on the service you received from the RCHT Physiotherapy department. I am very glad to hear that you are very satisfied with the care provided by Rosie at St Michael's Hospital. I will pass on your compliments to Rosie and I know that she will be encouraged by this feedback.

I am very sorry to hear that initially you were not given a choice of which hospital to attend and that this resulted in a very long wait for you. We recently became aware of some significant disparities in the waiting times between hospitals and as a result we changed our processes so that now the Therapy Booking Team offer patients the first available appointment at RCHT, irrespective of location. I am very sorry that this did not happen in your case and for the inconvenience this caused you. Hopefully this will not happen to other patients in future.

I am sorry again that you had an unnecessarily long wait for your physiotherapy. I hope that the above demonstrates that we are continuously trying to improve the service that we offer patients and I want to thank you for your feedback, which helps us to do this.

With best wishes

Becky Osborne

Governance and Performance Lead for Therapies

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