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Hydrotherapy Poor Experience

Story from nhs.uk

"Hydrotherapy Poor Experience "

About: Northwick Park Hospital

Hydro therapy is only beneficial is you attend regularly or at least once per week.

I was referred to Hydrotherapy via NHS for 3 sessions. Unfortunately, my sessions have a 6-week gap, hence there is no benefit to my health with such long gaps.

I spoke to the very rude staff member whom greets patients as you enter the hydrotherapy facility. I said “ I can afford to pay for my own therapy, can I cancel my last session ( 5 weeks away ) and Ill pay privately”. (This idea completely made sense in head and creates an extra spot for someone whom can’t afford the therapy)

The person was extremely rude and accused me of trying to “play the system” and using a “loop hole”, furthermore he was very rude and dismissed me by saying “go to reception! “your trying to play with a loop hole“ I had no idea where reception was and he certainly wasn’t going to help me.

Since when is paying for your own private treatment “finding a loop hole “and how is 5 weeks gaps between sessions beneficial?

After having such a fantastic experience with the other amazing staff, this staff member made me feel absolutely awful and completely embarrassed in front of others. I suffer from severe PTSD and really dont want to return. And to accused of trying to use a loop hole to pay for my own treatment is absolutely ridiculous.

Overall the facility is fantastic and the remaining staff are professional and friendly. But the experience with the meet and greet person was horrendous!

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Responses

Response from London North West University Healthcare NHS Trust 6 months ago
London North West University Healthcare NHS Trust

Submitted on 06/11/2024 at 15:12
Published on Care Opinion at 15:12

Dear Service User,

Thank you for leaving your feedback. I have asked the Adult Therapies Department to respond which is below. I hope this helps and you are able to carry on with Hydrotherapy at NPH. If you need any more information or need to get in contact please do reach out to our PALS team who will be able to assist. https://www.lnwh.nhs.uk/pals/

Kind Regards,

Emma Calnan - Patient Experience Officer

The team was sorry to have received your feedback regarding your experience.

We have spoken to the individual involved, who is sorry that he came across as rude and did not help with your query. He has been made aware that patients can join a self-funded class sooner if that is what they wish to do so. I hope the explanation below will help clarify the reasons for the delay. The team recognises that this should have been communicated to your effectively when you attended.

On initial booking of hydrotherapy appointments all patients are given 3 appointments which are spread over 3 consecutive weeks

Unfortunately, due to long waiting list, if the patient cancel's one appointment, then the next new appointment might not be till 6-8 weeks due to lack of capacity. The hydrotherapy classes are very popular and this has led to a longer waiting time for the classes.

There would be no problem if you wanted to join a self-funded class, if there is availability.

We are glad you have enjoyed your hydrotherapy sessions and found the staff to be friendly and professional.

We do hope you feel able to rejoin our hydrotherapy classes to help with your rehabilitation.

Kind Regards,

Adult Therapies Department

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