"A physiotherepy appointment"

About: Perth Royal Infirmary

(as the patient),

In phoning to cancel an appointment at 8. 30 for 9. 30 am, due to a really heavy cold virus. I was left frustrated and upset. I wanted to contact the physiotherapist to save a journey out to the local hospital. It was only after twice being told "I don't know" I managed to get her to look and see if the physio had an earlier app and would be contactable at the hospital so I could apologies personally.

I am conscious of the cost to the NHS when people do not cancel and was chided by my own doctor for not cancelling a previous app, which I did but the receptionist did not pass on to him and when I asked her to confirm that I had cancelled was told " will tell him you thought you had cancelled".

Having worked in medical records and in a library I believe the last thing one should say is "I don't know" or perhaps followed by "but I will find out".

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Response from Alison Moss, Feedback Manager, NHS Tayside

Thank you for bringing your experience to our attention. We appreciate the courtesy you demonstrated in trying to inform your Physiotherapist when you were unable to attend. We will share your message with the team to ensure when they do not know the answer to a question, they are always willing to find out and get back to anyone making an enquiry.

I trust you are recovering from your cold and wish you well for your continuing rehabilitation.

Alison Moss

Complaints and Feedback Team Lead

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful