"Excellent Physio but poor bedside manner"

Dear Mr Monaghan,

Thank you for your posting. I have been in touch with our Operational and Professional Lead for Berkshire West MSK Physiotherapy and I am now in a position to respond.

We are sorry that you felt that your last experience of physiotherapy was not as you would have expected but we are pleased that you found the physiotherapy itself excellent.Our aim within the physiotherapy service is to treat each patient as required and then encourage self-management when we are confident that patients have the education and exercises needed to continue independently managing their rehabilitation journey. This should be managed effectively between yourself and the physiotherapist so we are sorry if you felt this was not handled appropriately and further feedback will be given to staff.

With regard to our administration staff not portraying good customer service, we can only apologise if you felt that this was the case. We normally get many positive comments about our team and therefore we suspect that this was likely to have been a one off event but we shall nevertheless provide feedback to our staff and ensure learning from your comments.

We would be more than happy to discuss your concerns further and would like to invite you to contact us directly to facilitate this. Alternatively, you could contact your local Healthwatch organisation for assistance. Contact details can be found on our website; www.berkshirehealthcare.nhs.uk

Yours Sincerely,

Trevor Lyalle

Patient Advice & Liaison Service

Berkshire Healthcare NHS Foundation Trust

Tel: 0118 9605027

E Mail: BHT@berkshire.nhs.uk