I had a 10:30 physiotherapist appointment on 01/10/2015, my appointment was originally arranged for 11:00 however I received a phone call asking me if I could bring it forward by 30 minutes to which I agreed. I arrived 8 minutes late, and apologised to the receptionist, and explained that my appointment time had been changed. The receptionist then referred to their computer, and stated yes there has been a change made. I was then given a form to complete and hand to the physiotherapist. After I completed the form the physiotherapist appeared, and addressed me by a name I didn't recognise; stating that I was late. I answered that I was aware of this, before I could say anymore I was told because I was fifteen minutes late, there is a policy in place whereby I couldn't be seen. I responded by saying that I wasn't 15 minutes late, the physiotherapist then turned and looked at the clock on the wall opposite the reception which showed 10:45. Baring in mind that I had reported to the receptionist, completed the aforementioned form, was seated in the reception area waiting for the physiotherapist, and then had a conversation with the physiotherapist up to the point whereby they looked at the clock which was showing 11:45 how then is it possible that I was fifteen minutes late? The physiotherapist then said that they weren't going to argue about the time. I certainly didn't want to argue about anything, and said I would leave, the physiotherapist then said that they would see me but for a shorter time. From the moment the physiotherapist saw me their tone was extremely abrupt, rude, and somewhat immature. By this time I had lost all confidence in this individual, and I told them that I would not want to be treated by them. The physiotherapist did not know me, or indeed if I had any psychological or medical issues. I firmly believe that there is no place in the NHS for such a dire level of unprofessionalism.

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Response from Clacton Hospital

Anglian Community Enterprise would like to thank you for leaving comments about our service. Whilst it is always disappointing to read that patients are unhappy, it does however give us the opportunity to improve the quality of the care and service we provide. Whilst we are unable to answer your individual comments on this website, we would very much welcome the opportunity to talk to you further in order to address your concerns. If you would contact the Anglian Community Enterprise Complaints team on 0800 819 9030 or at ACECIC.patientexperience@nhs.net.

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