"Always a problem"

Why is it always so difficult to book any physio with my local Connect Health people via the Newcastle triage reception?

I just wanted to check progress of a guided steroid shoulder injection but was told that there was no such information on 'the system', despite me telling them the name of the senior physio and the conversation and the hospital I was told I was being referred to!

I was continually talked over and not listened to by the receptionist, following a mantra written for them and were really unsympathetic and unhelpful.

As they remarked I had ignored voice mails, messages etc., (which I never received) they cancelled another consultation (which I didn't need) and despite protestations that I thought I'd had this process already, insisted I had another 'consultation' again in another months time. This is not the first time this has happened. Having to phone Newcastle for an appointment in Merton is intolerable and unnecessary. The system and process is broken, slow and unwieldy. The physios -when finally reached are very good, but the triage in system in is terrible and unbending and there is nowhere and nobody else (phone/email) to appeal to.

I just wanted information on progress which I now have to wait another month for. Not fit for purpose and I wish I / my G.P. or the relevant hospital could change Connect Health for something better. I feel as helpless as the poor Sub Post Office personnel must have felt. There must be a better way.