"A&E is fantastic, Physiotherapy a complete waste..."

About: Salford Royal

I am very unhappy with the service provided since attending the Salford Royal A&E, namely the Physiotherapy/Rehabilitation Department. Despite being referred for my knee, calling to confirm it is about my knee at which time I was told there were no notes by a member of staff, I was seen about my ankle?! After attending physio on 5th March the trainee physiotherapist would only talk to me about my foot/ankle despite reporting no issues or being referred for this. The trainee reaffirmed there were no notes and the only way I could be seen about my knee is if I called to make another appointment presumably because they'd decided this. I sat and discussed minor niggles with my ankle instead of being in work/being treated properly. Hoping I could be seen for the correct thing I've called and it was confirmed the referral was "lower leg" so am confused why time/resource is being wasted. Upon calling 7th April to re-book for my knee as the trainee told me (because I'd need to be discharged about my ankle, which was not a concern to begin with) I was told I need to get a referral from a GP, which I do not have. I got the impression the member of staff who I spoke to and was due to help me, sent the trainee as I got lost after poor directions from 2 members of staff and arrived 10 minutes late. This however does not justify the way in which I've been treated nor would I choose to attend this hospital again. Even explaining to the trainee that my knee ached due to the small walk of 3 minutes to the tram and 10 minute walk from the tram station nearest the hospital they were unwilling to even engage in conversation about the reason why I'd been referred after I said I'd been to A&E about my 5th metatarsal... not my ankle?! I asked about alternative Physio services and they couldn't tell me if there was anywhere else in Manchester. Shame as the A&E service was so good and the doctor who saw me was diligent, helpful, empathetic, and understood why a knee problem I'd had since dislocating it late 2008 should be seen to avoid long-term issues and take up more time & resource and why the walk-in centre attended since 2008 did not make the referral. Shame physiotherapy at Salford Royal do not agree and I need to take even more time to achieve what I thought was pretty straight forward. This coupled with the absence of a referral from the walk-in centre reaffirm I need a GP who actually cares about my health and long-term implication/cost, assuming of course it is not privatised and the service becomes poorer.

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Response from Salford Royal

We are very sorry to hear about your experience at Salford Royal. We would welcome the opportunity to look into this further and invite you to contact the Patient Advice and Liasion Service (PALS) to discuss the issues you have raised. PALS can be contacted on 0161 206 2003 or via email at pals@srft.nhs.uk

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