"I felt part of the "physio family""

About: Crosshouse Hospital / Physiotherapy

(as the patient),

I'd like to extend sincere thanks and appreciation to Senior Physiotherapist, Keith and also to physiotherapy assistant, Wendy at Crosshouse University Hospital, MSK Physiotherapy Department.

In 1-2-1 physio sessions, Keith was extremely understanding and patient with me and tried various approaches to help me with my complex, chronic, physical pain, but he was also tremendously supportive to me emotionally & psychologically at a time when I really needed support and other professional services were lacking. I cannot overstate my appreciation for the time and kindness he offered me. His support & understanding made an enormous difference to my life at that very difficult time.

After making significant progress, Keith invited me to attend a pilot weekly group posture & movement class. This is where I met Wendy and she was also a huge support to me. I really enjoyed the group and learned a great deal. It helped me to progress physically through learning correct movement & posture techniques, but we also had a lot of laughs which is really good for the spirit & general wellbeing. It is perhaps true that laughter is the best medicine. Keith & Wendy welcomed feedback from group participants and were happy to take on suggestions that might help. I also enjoyed that I was able to encourage & cheer on other group members & vice versa.

There were days when I was really struggling, physically & emotionally but knowing I had made a commitment to attend group, encouraged me to get up & showered and get myself there. I always felt the better of it, even if it took all my energy to be there. Keith and Wendy were both extremely understanding and supportive and I really can't thank them enough for all that I have learned and for their personal support to me during a very challenging time in my life.

As further feedback, as discussed with Keith & Wendy, I really think that what Keith is teaching in these classes ought to be taught as part of the school curriculum within physical education or health & wellbeing or offered as larger community groups. If everyone was taught how to move & lift properly from a young age, then perhaps it would prevent many of the injuries that lead people to require surgery and physiotherapy in adult life. As well as being a highly experienced physiotherapist, Keith is also an excellent instructor and I'm sure would do a fantastic job adapting this for school pupils. 

(Side note to Keith: If you do ever take this forward, please get in touch. With my experience in education and in your group,  I'd love to be involved in this educational programme if at all possible.)

My experience also highlights the lack of available resources within the community. It is not possible for me to continue indefinitely in Keith's group due to the obvious need to limit numbers and to bring in new patients. It is not intended to be a community group, but there is nowhere for me to move onto. CHIP can't take me on due to ongoing health problems, but I am no longer in need of direct physio care, so now there is a gap for me where I am without that ongoing support. Yes, I am able to continue on my own what I have been taught by Keith & Wendy, but it's not the same as having (and giving) group support and having the support & encouragement of an experienced professional. I am not fit or well enough for community exercise classes for able bodied people, but I've progressed beyond needing the services provided by MSK physiotherapists. There doesn't seem to be an "in between" service offered. Might there be something else somewhere that I'm missing and don't know about specifically for those suffering chronic pain & chronic fatigue? I feel stuck in limbo and falling through gaps, not qualifying for anything, but still in need of support. I'm sure there must be others in similar situations that share the same need.

My thanks again to Keith & Wendy and also to the office staff in the physiotherapy department who greeted me by name each week. It is a very pleasant, warm & welcoming environment in Crosshouse Physiotherapy department. My gratitude & appreciation to all who made a difference to me, including the students who were on placement during my treatment time and the other therapists who smiled and said hello. I felt part of the "physio family" for the time I was there. These things make the biggest difference to patient experience. Thank you. 


Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 9 months ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 20/06/2019 at 17:05
Published on Care Opinion at 17:05

picture of Eunice Goodwin

Dear Appreciative in Ayrshire,

Well, what an accolade to the department, particularly Keith and Wendy. It really shows how important the 'small things' are. I could not have said it better than you did; a smile, using your name, they really go such a long way. I I am sure the warmth of your kind words really demonstrates how this made you feel.

"It is a very pleasant, warm & welcoming environment in Crosshouse Physiotherapy ... department. I felt part of the "physio family" for the time I was there. These things make the biggest difference to patient experience".

Thank you so much for taking time to share this with us on CO, I will ensure this is passed to the team, particularly Keith and Wendy.

On the other note you highlighted; that you believe their is a gap in physiotherapy service for your condition.

I asked Wendy what alternatives there may be for people who feel this after their Physiotherapy group ends and she tells me that often it is the social aspect that people often miss. You would not have been discharged if there was a doubt about your self management. Having said that, I can hear in your post that the social aspect to your sessions was comforting and supportive and I suspect you may feel 'adrift'.

Please do not think I am trivialising your feelings and your needs. You may read this and think WHAT does she know, and you will be right.I don't know about your individual needs, other than what you have told us on Care Opinion. I just wonder if there are other activities and socialisation that may help. May I suggest, while you await recovery sufficient for you to participate in the leisure services activities, is it worth exploring other social outlets?

The things that come to mind are Centre Stage, art classes, gentle walking groups and there may be more? Volunteering in the hospital? Is that shameless of me?

I really hope you manage to find the right level of activities to help with this period of recovery and I am sorry you feel this to be a gap.

Best wishes,


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