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Appointment rearranged three times

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"Appointment rearranged three times"

About: Addenbrooke's Hospital

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After hurting my knee and seeing my GP I got a referral to physio at Addenbrokes. It was nearly 6 weeks from the referral to getting an appointment, and that appointment had been cancelled and rescheduled three times. While the staff informing me of the changes were persistent and pleasant, I feel it's unacceptable that it took that long and was that protracted to see someone. I believe it may have been due to staff illness, but surely there should be measures in place to prevent that much delay and disruption. Swap me to a more reliable physio for example (I believe this is eventually what happened).

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Responses

Response from Addenbrooke's Hospital 10 years ago
Addenbrooke's Hospital

Submitted on 02/12/2013 at 11:26
Published on nhs.uk on 03/12/2013 at 03:00

I was sorry to learn of your dissatisfaction. Please see the response below from our Physiotherapy Services Co-Manager, Selina Keiller. "We can only apologise for the delay encountered in receiving treatment. Referrals into the service are prioritised according to the information provided by the GP and without further clinical/patient information can only deduce that this patient was not considered with an urgent condition. Regarding the frequent cancellations of the appointment, I can only apologise that his patient received 3 cancellations. We do try to ensure the same patients do not get cancelled and are usually able to transfer them to another Physiotherapist’s list, however we are currently experiencing severe staff shortages and therefore there were minimal staff available for transfer to. We are now tackling this issue by employing Locum staff to cover our vacancy gaps. In any future occasions it may be useful to refer to the physiotherapy telephone advice service run by the community services. The website is attached http://www.msk.cambscommunityservices.nhs.uk/ClinicalServices/PhysioDirect/tabid/1140/language/en-US/Default.aspx Selina Keiller Musculoskeletal Outpatients Lead Physiotherapy

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