"Using the NHS Inform MSK referral system"

About: NHS 24 NHS Ayrshire & Arran

(as the patient),

Had a knee problem, visited GP who gave me the MSK referral card. I phoned the unit went through all the questions and was told my case would be referred and would take approx 12 week. However I was advised if symptoms worsened then I should recontact the unit and my status would be reappraised. A week later due to worsening of my knee problem, I contacted the unit again and this time I was told that I had to go back to my GP first before anything could be done. I informed the responder that this was not what I was previously advsied but she insisted (politely) that I was misinformed. At this point I ended the call (politely) and decided I would go privately to get the attention I needed.

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

Dear SKD,

I am really sorry to hear you were not satisfied with the MSK service. I have discussed this with the Physiotherapy Service Lead and she will investigate the issue you have raised and she will feed back her findings to me as soon as possible. She has forwarded your comments to the MATS service which works on behalf of Ayrshire and Arran and other health boards and I will let you know the outcome of this as soon as possible. Thank you for raising this with us. I do hope you are now on the path to recovery,

Kind regards,


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Response from NHS Ayrshire and Arran

‘Thank you for your comments, I am sorry if you have been given the wrong information from our service, unfortunately without further information I have been unable to investigate the situation. If you would like to contact me with your details and I will investigate the call and, if required, correct the information being given to callers. I would also like to discuss your referral to physiotherapy, especially as your condition has worsened and look forward to hearing from you.’

Elizabeth Quinn

Physiotherapy Service Lead

Tel: 01563 827197

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear SKD

Thank you for your posting via Patient Opinion. I am pleased to note that NHS Ayrshire & Arran have responded to you in this regard. I am sorry that it would appear you were provided with incorrect information as the information you should have been provided with is 'If your symptoms change or worsen before you see the Physiotherapist, please contact your GP.

If I can assist in any way in progressing this for you, please do not hesitate to contact me directly on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

Shona Lawrence

NHS 24 Patient Affairs Manager

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