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Poor communication

Posted By wheezystill

"Poor communication"

About: Physiotherapy / Physiotherapy Outpatients

(as a service user),

After a 4-month wait I finally reached the top of the waiting list (referral made in Jan), and I telephoned and made an appointment for Gartnavel, I then had a  3 - 4 week wait for the actual appointment, appointment was confirmed by letter. 

3 days before the appointment I receive a reminder text with a new date/time and a completely different location! No explanation, and it was sent as a reminder of an appointment I knew nothing about.

On phoning the booking team, I discover my appointment had been cancelled, I had not been advised and they'd just re-booked me for a new appointment that I couldn't do in a location I couldn't get to! No idea why they couldn't have called me to re-book an appointment I could actually get to instead giving me one miles away.

So now I'm back on the waiting list, with no appointment in sight, and my reason for physio still persists.

I know appointments sometimes need to get cancelled but please advise the patient, and let us book an appointment that is accessible rather then you allocating one that I can't get to!

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 3 weeks ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 19/06/2025 at 13:51
Published on Care Opinion at 13:51

picture of Nicole McInally

Dear wheezystill

Thank you for taking the time to share your experience. I’m very sorry to hear about the frustration and inconvenience caused by the cancellation and rescheduling of your appointment, especially after such a long wait.

Our standard process for short-notice cancellations is to contact patients by phone to inform them and arrange a new appointment at a suitable time and location. If we are unable to reach the patient by phone, a text message is sent requesting them to get in touch. For changes that are not short notice, a letter is typically issued, and we aim to offer the same location unless no other option is available.

I understand how upsetting it must have been to receive a reminder for an appointment you were unaware of, at a location that was not accessible to you. Please accept our sincere apologies for this. If you would like to discuss this further, can you please contact the Referral Management Centre (0800 592 087) with your personal details and someone from the service will call you back.

Thank you

Nicole

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