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Care Opinion

Can't get an appointment

Posted By arayz77

"Can't get an appointment"

About: Adult community health services / Musculoskeletal physiotherapy service Minehead Community Hospital

(as a service user),

I am struggling with a painful frozen shoulder and have tried repeatedly to book an appointment for a second physiotherapy session. However, every time I call after hanging on for ages I get a message to call back later as all the lines are busy. It doesn't seem to make a difference what time of the day I make a call. I cannot be the only person finding it so difficult to get through.

I'm taking pain killers for the shoulder but they don't seem to make a lot of difference.

Also, the letter states that if I do not attend I will be discharged. I'm horrified that I may have to start all over again with a referral from my GP all because telephones cannot handle the calls.

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Responses

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 24/01/2019 at 14:18
Published on Care Opinion at 15:56

picture of Emma Davey

Hi there,

Thanks for getting in touch with us to share your difficulties getting in touch with our Physiotherapy team and I am really sorry that this has caused you upset and frustration and to hear that you are still suffering with pain and discomfort from your frozen shoulder.

We are really aware of the challenges trying to access our booking lines at present and completely agree that this is not good enough and as you say, you are not the only person who has been having difficulties - as such, the service manager has been working hard to source additional support for the booking office team and has also asked for support from our IT colleagues with regards to the many reported concerns about the telephone queue system. Please do not worry that you will need to be re-referred if you are not able to get through as we know that we do not have a robust system at the moment and that people are trying hard to get in touch as described in their appointment letter.

I hope you will be reassured that we are taking these issues seriously and are determined to ensure we have an efficient booking system back in place very soon. In the meantime, please do get in touch with our PALS team on 01278 432022 if you would like to chat this through further.

I really hope you get some relief from your shoulder soon.

Kind regards,

Emma

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

Update posted by arayz77 (a service user)

I can only pray that my appointment will not be cancelled again for a steroid injection.

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