"Hydrotherapy - I wish!"

About: The Royal Liverpool University Hospital / Trauma and orthopaedics

My Physiotherapist made a referral 2 - 3 weeks ago for Hydrotherapy treatment. A member of staff rang and left a message yesterday at 12.50pm.

I returned their call within 6 minutes.

The switchboard operator on 706 2970 was not able to identify this member of staff but they went off and came back to say the staff member’s name and, I'll put you through. After a few minutes on hold the nice switch person returned to say, "They've gone for lunch but I will ask them to call you back."

I did not receive a return call.

I rang and left a message asking what am I supposed to do now?

At 9.30am today I received a call from switchboard who confirmed my name and said they'd put me through to the member of staff who had rung me yesterday.

But no!

Surprise surprise.

"They're with a client but will ring you back as soon as they're finished with the client.

Well, guess what?

They have failed to ring me back again!

My phone is by my side and I've no missed calls.

What on earth is going on?

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from The Royal Liverpool University Hospital

Thank you for your comments. We are sorry to hear that you have not had a good experience with our Physiotherapy Service or our Call Centre. We would like to find out more from you so we can investigate your concerns properly. If you would like to contact the Patient Advice and Liaison Service (PALS), they will be able to help. You can contact them by phoning 0151 706 4903/4908/4909 or via PALS&complaints@rlbuht.nhs.uk.