"Physio out patient non care"

About: East Surrey Hospital / Physiotherapy (outpatients)

(as the patient),

Assessment in January 2018 waiting since osteoporosis consultant referral in September 2017. Next appointment cancelled as I was in hospital 2 weeks with sepsis. Rearranged appointment cancelled by Physio I was to have gone within  48 hours I cancelled next one at start of my flu. 

New appointment made for 21 days time. I went to this appointment, my time was 13:50, I checked in at 13:30 I asked at 13:50 to be told  they will be out in a minute,  during the waiting time another patient checks in for the same Physio  14:05 which was end of my time.

I follow my Physio  into the cubicle I was hurried through the exercises they had given me.  Questioned as to why I wasn't walking with my crutches like I was at assessment time. I explained about the sepsis and how I seemed to have lost a lot of my mobility.   I am asked to take my socks and boots off then the asked to stand up. The Physio says put one foot in front if the other I asked where was I going  oh that's the end if your session make another appointment. I said but I have been in here less than  my allocated time.  Don't worry take your time putting your socks on then the physio was gone.

The Physio has said come next week I said sorry am having cataract operation and am not coming to the hospital next week.  After getting my socks and boots on I went to the reception desk I asked to speak to the senior Physio or the superintendent I had no idea whether they still had one.  My legs are the most disabled part of me, my hearing is well adequate the clerk addressed me to the senior member of staff as "that woman in the red top, her sitting in a wheelchair" I would be better off having a prison number. 

The next patient had been called in whilst I had been on my way to reception.  So this senior member of staff, whose name I have no idea, asked what's the matter so I sit there recounted it all.  The clerk backed up the time I came the time I query where was the Physio.  The senior member of staff spoke to the physio and said I could have longer next time. I say no I want to know where the physio was and why was I rushed through and this is discriminatory so they disappeared coming back saying the physio was taking a class. No that's not the answer. I sat there said well where are they,  where is the apology? The senior member of staff said the physio was with a patient, I say fine so where's my time?The senior member of staff  says I can see you now. No that's not the answer or I can give you appointment to see a senior Physio for 40 minutes so I have agreed this.

So now I need to arrange transport for this date and time.  I feel yet again see a chair obviously have wrong idea that the fool sitting in chair wouldn't speak up for themselves.  Its unfortunate that my faith in this hospital after being seriously ill in patient had been looked after very well but the out patient departments fall very far short of my expectations. In all this time the Physio who cut my time well gave me 5 out of 15 minutes never came to apologise to me.

Should be used to being treated like this. In my opinion the physios face when I answered my name at assessment showed they weren't best pleased to see a wheelchair patient.  Its unfortunate I am in a chair but I cannot see why this should impart on the care I need from various healthcare givers.


Response from Beverley Sharp, Clinical Governance Manager, First Community Health & Care CIC

Dear Arfurs Mum

Thank you for taking the time to tell us of your experience of the physiotherapy department. Your concerns have been forwarded to the clinical lead for the department for her attention. I would be happy for you to contact me should you wish your feedback to be investigated further. I can be contacted wither by phone on 01737 775463 or by e mail at beverley.sharp@nhs.net

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful