"West London physiotherapy department"

About: Hounslow and Richmond Community Healthcare NHS Trust

(as the patient),

After years of back pain and discomfort, multiple CT scans and X-Rays, blood tests and urine samples I was finally referred to the physiotherapy department. I am a 19 year old with a full time job and the responsibility involved. I had attended 2 appointments and I was finally recovering slowly. On the two next occasions I was unable to make it to the appointment on time. I understand the rule of notifying the department of which I tried multiple times, but considering my appointment was at 8. 30am and the office didn't open till then I was a bit stumped.

Out of courtesy I called after my appointment to apologise and I was informed I had been discharged! I understand that I have a right to apeal this but the physiotherapist has a duty of care. I didn't get a phone call to inform me or to enqire about my absence! I now have to go though the whole 6 month waiting list and tests again but of course this is the most cost effective way the NHS can deal with this matter. For now I will have to live on painkillers and hot baths.

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Response from Robin Chapman, PALS & Complaints Manager, Hounslow and Richmond Community Healthcare NHS Trust

Thank you for taking the trouble to bring this matter to our attention. I was sorry to read of your recent experience and for the obvious upset this has caused you.

We would like the opportunity to look into this further so I would ask that you please contact our Patient Advice Liaison Service (PALS) on freephone 0800 953 0363, or via confidential email at pals.hrch@nhs.net

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