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Can't get an appointment

Posted By hydrabn35

"Can't get an appointment"

About: Adult community health services / Musculoskeletal physiotherapy service

(as a service user),

I am waiting for physiotherapy on my neck and have been referred to the Somerset Partnership Physiotherapy service. on receipt of a letter from them advising me to call to make an appointment I have been trying and trying to get through. The message is that they are fully booked for the day - even when I call at 8.30 in the morning. I understand the number is for the Bridgwater booking office.

How do I get an appointment?

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Responses

Response from Jenny Langdon, Patient and Public Involvement Officer, Somerset Partnership NHS Foundation Trust 5 years ago
We are preparing to make a change
Jenny Langdon
Patient and Public Involvement Officer,
Somerset Partnership NHS Foundation Trust

Listens to patients, families and carers

Submitted on 11/10/2018 at 16:33
Published on Care Opinion on 12/10/2018 at 10:11

picture of Jenny Langdon

Hello hydrabn35,


I am sorry to hear of the difficulties you are having in making an appointment with the Physiotherapy Service. I am making enquiries with the service to find out what is causing the delay, and we will be looking into the booking system as a matter of urgency but please contact PALS (Patient Advice and Liaison Service) on 01278 432022 or pals@sompar.nhs.uk who should be able to help you with an appointment in the meantime.

Myself or a colleague will post again when we find out what the problems have been but I really apologise for your frustrating experience.

Very best wishes,

Jenny

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Response from Emma Davey, Director of Patient Experience and Engagement, Somerset NHS Foundation Trust 5 years ago
Emma Davey
Director of Patient Experience and Engagement,
Somerset NHS Foundation Trust

Submitted on 19/10/2018 at 16:05
Published on Care Opinion at 16:07

picture of Emma Davey

Hello,

I am so sorry that this has been such a frustrating experience for you trying to get an appointment for a service which you have been referred to for your neck.

I have been speaking to the service managers for our Physiotherapy Service who are also extremely apologetic that this has been your experience and wanted me to give reassurance that they are doing everything they can to improve the access to the service. The service managers are acutely aware of the demands on the service at a time when they are also challenged with unprecedented staffing shortages and are working tirelessly with the booking team to ensure that normal booking processes are resumed as quickly as possible.

The call back option available on the answerphone is still working although not as efficiently as everyone would like and we are hopeful that normal service will resume as soon as the booking team have worked through the backlog of calls.

Please do keep trying the number if an appointment has not been forthcoming whilst we have been finding out what the problems are or please do call our PALS team on 01278 432022 if you are still experiencing difficulties.

Thank you for taking the time to tell us about this and we are really sorry that this has not been the start you would have hoped for.

Hope you are on the road to recovery soon.

Emma

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