About: Queen Elizabeth Hospital / Trauma & orthopaedics

(as the patient),

I had an appointment to have physio on my right hand as xray shows the bone was bruised I was taken into a cubicle by the therapist.

They went on computer and said that I had a missed appt 4mths ago. I told them they were mistaken that's not true. They were horrible. I told them again its a mistake, they told me to sit on the couch. they came over got my left leg and yank it up as high as it could go I screamed out in pain.

I had come to the appt on crutches. I had fallen and injuried my left knee months earlier. They left me in so much pain they said your knee is very restricted

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Response from Patient Relations & Experience Manager, University Hospitals Birmingham NHS Foundation Trust

Thank you for taking the time to provide feedback about the Queen Elizabeth Hospital Birmingham. We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience.

We are very sorry that your experience during your physiotherapy appointment was not a positive one. This is certainly not the type of experience we aim to provide. I have forwarded your comments to the senior staff responsible for this service; they are keen to investigate what happened and feedback to you directly. To help with this please could you make contact via the Patient Advice and Liaison Service (PALS) at your earliest convenience? PALS will put you in touch with the relevant staff member or can liaise with them on your behalf.

PALS can be contacted by phone 0121 371 3280, by email PALS@uhb.nhs.uk, via the hospital website http://www.uhb.nhs.uk/pals-form.htm or in person by dropping in between 9am – 5pm (Mon-Fri) to the PALS office located near the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.

Update posted by missg (the patient)

I did report it to the manager who saw me. I was in so much pain the rest of the day I thought I would tell my story here.

This person is a senior physiotherapist and I felt what they did to my leg was spiteful and inhumane.

My gp wanted to refer me for physio on my hand. I told him no. I live with chronic pain daily. Its totally put me off physio department at qe and am suffering because I need physio on my hands and shoulders.

Response from Patient Relations & Experience Manager, University Hospitals Birmingham NHS Foundation Trust

Thank you for your further comments; we are sorry you remain unhappy after speaking to the manager at the time.

The Senior Manager for the Physiotherapy Service has provided this response:

“We are concerned to read your report about your experience and we do take your comments seriously. We would like to invite you to contact us directly to discuss the issues you have raised. If you would like to do this, please contact: Lynn.Lord@uhb.nhs.uk”

Update posted by missg (the patient)

I am completely put off by the way I was treated by this senior physiotherapist I will not come to any appointments at qe I would rather go some where else when I think about what he did it was spiteful vindictive painful very unprofessional to act that way no matter how many of their managers I talk to it will not make any difference to this person's attitude or personality if it happens again and am sure it will lets hope it goes further than the manager office

Response from Patient Relations & Experience Manager, University Hospitals Birmingham NHS Foundation Trust

We remain committed to resolving your concerns where possible, although we are unable to do this unless you make contact directly with us.

We are sorry that you do not feel it will be helpful to speak to either PALS, or the Senior Manager for Physiotherapy. Making contact with us would give us the opportunity to listen to your concerns in detail, investigate what has gone wrong and take steps where necessary to improve the service for yourself and future patients. We would still urge you therefore to get in touch.

If you would prefer this to be investigated through our formal complaints process there is information you will find useful via this link;


If you do not make direct contact via one of the methods suggested above we will make the assumption that you do not wish for this to be investigated further.