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I know they're busy but nobody called back!

Posted By Rhonda77

"I know they're busy but nobody called back!"

About: South Molton Hospital

(as the patient),

I had a letter saying after 6 months on the waiting list I could have some Physio on my knee , I phoned the number on the letter at my local hospital  2/3 times and no reply only a answerphone. I know they're busy but nobody called back! I phoned during their working times of 8-4pm and later, no reply!

I got a generic letter today saying if I don’t call soon I will be taken off their list! 😭 but nobody has called or left a message with me so how am I supposed to contact them? Terrible service and very dissatisfied.

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Responses

Response from Michael Craddock, Patient Experience Coordinator, Patient Experience Team, Royal Devon University Healthcare NHS Foundation Trust 2 years ago
Michael Craddock
Patient Experience Coordinator, Patient Experience Team,
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 01/06/2022 at 12:16
Published on Care Opinion at 14:56

Dear Rhonda77,

I am sorry to hear that you are having difficulty arranging your physiotherapy appointment.

If you would like to email our Patient Advice and Liaison Service (PALS) with your contact details please a member of the team will be able to assist you further. The PALS email is: ndht.pals@nhs.net

Kind regards,

Michael

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Response from Tara Jones, Interim Fern Centre Manager, Fern Centre Manager - Cancer Services (Northern), Royal Devon University Healthcare NHS Foundation Trust nearly 2 years ago
We are preparing to make a change
Tara Jones
Interim Fern Centre Manager, Fern Centre Manager - Cancer Services (Northern),
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 06/06/2022 at 10:58
Published on Care Opinion at 14:40

Dear Rhonda77,

Thank you for raising your concerns and apologies for your experience in trying to get through to the Physio Department.

Please could you e mail me your details and I will look into this further.

Kind regards

Tara Jones

Therapy Admin Manager

tarajones@nhs.net

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Response from Tara Jones, Interim Fern Centre Manager, Fern Centre Manager - Cancer Services (Northern), Royal Devon University Healthcare NHS Foundation Trust nearly 2 years ago
We have made a change
Tara Jones
Interim Fern Centre Manager, Fern Centre Manager - Cancer Services (Northern),
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 18/08/2022 at 12:15
Published on Care Opinion at 13:31

Dear Rhona77,

Thanks again raising the issues you've encountered with the Physiotherapy Department.

We have put into place a new process for answering the telephone and retrieving messages, which is working well within the department.

At the time of you making the calls to our department there were problems with phone lines into the hospital that we were not aware of, these have now been rectified.

Kind regards

Tara Jones

Therapy Admin Manager

tarajones@nhs.net

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