"Poor patient information "

I have visited the Merlin centre many times and found the service very good. However this time having received an appointment by email for physio I arrived at the due time only to be told it was a

telephone appointment. There was nothing in the body of email to tell me this. I took the call standing in your reception having checked my details I was given an appointment for October 10th another 2 months of pain. I cannot work out why you have this system in place it does nothing for the patients temper or blood pressure. I gather from your receptionist reaction that I am not the only person to been taken in by the information you send out. I will say that your receptionist was very efficient and helpful.

I suggest you stop sending misleading appointments for telephone appointments which just consist of checking patient details and giving an appointment some time in the future. It would be better just to send the date for the face to face appointment even though it might be several months in the future. This would give a true picture of the service you are able to offer.

I expect a response to this complaint within 28 days. If you have different dates in your complaints policy please send me details as I could not find them on your website

Thank you