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Impossible appointments for physiotherapy

Story from nhs.uk

"Impossible appointments for physiotherapy"

About: King George Hospital

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6 months after initial GP referral, I receive a 2nd class letter on non-letterhead paper telling me that I need to make an appointment for this clinic.

To do so, I must respond within 2 weeks of the date of the letter (it has taken nearly a week to arrive as its 2nd class post) or I will be deemed to have been discharged from the service!!

I have tried calling the number advised about 20-30 times a day for the last week, each time it is either engaged, or when it does ring, it is picked up by an answering machine, on which I have also left my details.

I have still not had a call back.

Seems to me there is a game being played here - either that or their phone service requires to be fixed.

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Responses

Response from King George Hospital 10 years ago
King George Hospital

Submitted on 13/05/2013 at 15:10
Published on nhs.uk on 14/05/2013 at 03:15

I'm sorry to hear about your experience, and this must be very frustrating for you. To try to reduce the number of patients not able to attend for their appointments, we have introduced a process where patients can book at a time of their convenience. However, this has been very popular, and we have found that the phone lines have been very busy with people calling up. We have introduced new kiosks so people can book their next appointment within the hospital without phoning up. I will also make sure the team are aware of the problems you experienced so they can make sure these are resolved. Thank you for bringing this to my attention.

Kind regards

Dorothy Hosein

Chief Operating Officer

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