About: New Cross Hospital

Excellent care at fracture clinic, until Physio was involved. It was decided I needed to have Physio, then dreadful service. They couldn't get Physio to answer phone, they tried a few times. I know they are busy was happy to leave phone number, on the understanding they would call asap, unfortunately their call has never arrived. After bank holiday I tried for two days with constantly engaged tone or no answer tone. When hurray, somebody answered they said wrong Physio dept, they connected me to another dept, once again wrong dept, on third try they said no previous dept dealing with the

Physio, I said this was becoming a farce, especially when they said there was no referee form logged, I saw it and added my phone number to it! so after much consultation between them, they rang consultants secretary who said they would contact the right dept and I would get a call in a few minutes, which I did...... From Cannock Hospital who said no, New Cross have to sort it and New Cross would ring me shortly and guess what no call. This is terrible service, I have waited a full week no Physio and it was deemed - needed to be started same day as cast removal. I know health service is stretched but this not acceptable. I have had to look at other trust's website to find some exercises as nothing on The royal hospital trust site. Next step GP and then formal complaint ,

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Response from New Cross Hospital

Thank you for taking the time to share your comments relating to your patient experience.

I am sorry for any distress that this matter has caused you.

To enable me to look further into your concerns, I would be grateful if you can contact the Patient Advice and Liaison Service (PALS) on 01902 695362 who can assist you further.

Kindest regards

Judith Davis

Patient Experience Services Manager

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