About: North Tyneside General Hospital

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Attended Rake Lane for physio following a broken ankle. I have a very physical job and I explained this to the physio. She made lots of notes (presumably repeating all the notes already in my records) in a huge room with a curtain between me and the guy next-door, so there was no privacy. She then gave me a print-out of exercises to do at home, whilst she returned to chat to the group of other physios all sitting around. That was it. No massage or manipulation was performed and I was basically left to get on with my own rehab. Not worth attending, and I certainly didn't bother going again. If you want decent physio for fast and effective rehab, unfortunately you will need to pay for it privately. Also, the new carpark payment system is hugely confusing. Why has money been spent replacing the perfectly usable previous system? Why do patients need to pay to park at an NHS hospital anyway?

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Response from North Tyneside General Hospital

Dear Matt Firstly, thank you for taking the time to share your experience and I am very sorry to hear that it was not a positive one. We have recently received feedback from 589 users of all our physiotherapy services trust wide and the results are very good. Of those receiving care at North Tyneside 97% would rate the care they received as good, very good or excellent. This was an independent evaluation which makes the care you described all the more disappointing. I have shared you concerns with Jonathan Kelly who is the head of our of physiotherapy service. Jonathan was very upset to hear of your experience and would be keen to discuss this with you. He has asked me to provide you with his email address so you are able to contact him directly; Jonathan.kelly@northumbria-healthcare@nhs.uk. With regards to the new car park payment system, charges are always a contentious issue however we made the decision some years ago now to charge for parking to cover the costs associated with the maintenance, upkeep and security of the car parks, to prevent this money from being diverted from patient care. One of the main reasons for introducing the new Parking Eye system was to reduce the need for the expensive replacement of the barriers and payment machines which were coming to the end of their lives. We estimate this will save the trust around £70,000 - money which will be directed back into services. We appreciate that the new system is a more complex than the old however it responds to patient requests to provide additional payment methods such as pay be phone, text or online. We are aware that some people are finding the new system more difficult and are putting up additional signage which will hopefully help with this. Thank you for contributing to the on-going discussions about how best to roll out this change, all feedback helps.

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