"Physiotherapist appt"

About: Southmead Hospital

Anything else?

I visited Southmead with my 9 year old daughter to see the physiotherapist dept (this is not listed in section 4 below). It was a very hot day and the only water available was from a coca cola machine at £1.20 per bottle. There was a fault with the machine and I paid but no drink was dispensed. I was advised by the staff at the info desk that I needed to contact the vendors to receive a refund. While I was doing this (as I needed to give all the machine details, so this needed to be done while I had the info in front of me) the physiotherapist came and called my daughter. She advised me that I needed to get off the phone, I tried to quickly explain why I was on the phone, but she walked off with my daughter. I called to my daughter to wait, but the therapist took her off down the corridor and into a treatment room. I had to walk down the corridor looking through the windows until I found which room my daughter had been taken too, I have since been advised that this is a breach of practise as my daughter should not have been in a room with another adult without my permission.

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Response from Southmead Hospital

Dear Anonymous – thank you for taking the time and trouble to post your views on Physiotherapy service at Southmead hospital. I am sorry for your experience of the service and I appreciate just how distressing it must have been to see your daughter taken off to the treatment room without you. As you say this is a breach in protocol as well as being unprofessional. All staff should have a flexible approach and be able to react to different situations in order to ensure protocols are followed and I apologise that this was not your experience. I have passed on your comments to the service manger in order that all staff can be made aware and reminded of the expectations of staff in this situation. Kind regards – Steve Sykes Advice and Complaints Team

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