"'but you don't have an answerphone??'"

About: Royal Surrey County Hospital

A very long process of treatment and time wasting! [Period of time 21 months] The next phase of Physiotherapy has been on/off for 7 months, one delay through staff personal issue. I am contacted to start Physio again by the hospital and agreed if needs to be put back if treatment not completed, which I had to do.

I re-booked the appointment, no problem/straight forward. Eleven days prior to my appointment, went to the physiotherapy department, stood at the desk to check my appointment time, no problem and straight forward.

Arrived for my appointment, checked in on the touch screen, no problem there.

Waited 40 minutes only to be told, the system had been changed, which they could not explain in what way, but the diary page for that day remained up, so I actually did not have an appointment!

No one could say when the system changed not to mention as before, in early August I had rearranged the appointment day! Stood at the desk eleven days prior to appointment! The best yet, was checked in with no problem!

The diary error was noted at 8 am on that day, they tried phoning but I had no answerphone? and neither do I have a mobile!

I was at home till 10.15 am that day and the phone did not ring during that time?! Going through the web site for the RSC Hospital I cannot locate my Consultant and there appears to be no email address to their secretary if they have one? The Basingstoke Hospital seem more up to date!.

No attempt was made to draw this to my attention on arrival, I was told by the staff member I was due to see that they were running late, before they told me 'you actually do not have an appointment' and they were fully booked till 6 pm. They failed to see me in the waiting area when they walked right past me at 4.10 pm. Between 4.00 pm - 4.20pm they called no patients. The patient they called in at 4.20 pm was sitting right in front of me. When they did come to me [ my name was obviously on their list!] at 4.45 pm, 15 minutes past my appointment time, their next patient was sitting in front of me! I don't recall anyone else waiting! My husband had come out of work to take me for my physio, my daughter was unable to go to work because I could not have her children on this day.

Sorry you have no appointment, but you had no answerphone, doesn't put it right!

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Response from Royal Surrey County Hospital

Thank you for taking the time to share your feedback and highlighting these issues to us. I have passed your comments onto the head of the department to address. If you would like to email us on rsc-tr.communications@nhs.net, it will allow us to gather more information from you should we need to.

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