"Inaccurate reporting and poor communication with…"

I had a telephone consulation with Healthshare MSK early July. We discussed my sypmtoms related to a prolapse disc and I was texted a link to excercises and told to get in contact again if I needed to. I was given an email no phone number. Some of the exercises were inappropriate for my injury, the stretches I had been doing for years except one which I can't do at all and the strength ones half were impossible with my injury and the others I dutifully did with the result that I suffered even worse pain and mobility issues. I attempted to contact them again. Couldn't use email as I had to give up work due to pain levels and mobility issues so no longer had email that worked properly. So went through my GP. I was shocked to discover they had sent a letter to him reporting my symptoms incorrectly and saying my case was resolved. He gave me a phone number for Healthshare which I rang several times with no answer and then got a personal answer machine with a child's voice on it. Tried again and got someone who arranged another telephone appointment in 2 wks time. I went over the symptoms again saying that the letter wasn't correct and she decided I needed to speak to a specialist. I have spoken to the specialist who I felt understood my symptoms and is arranging a physical examination. I feel my case is now progressing but there are clearly issues with this service, if I had not been persistant progress would not have been made and would have resulted in some pretty serious consequences for me. I think it is important to include a telephone number on texts and emails and also to cc the patient in any reports or letters sent to their GP.