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Misleading appointment text message

Posted By Jacquie836

"Misleading appointment text message"

About: South Molton Hospital / Therapies

(as the patient),

Am currently under Physiotherapy for broken ankle, have been attending appointments, and usually reply to text messages asking for confirmation of my attendance for future appointments. 

However, the text messages I have been receiving are arriving with Physio as Other and a member of Physio is having to ring me to confirm that I will be attending.

The messages I receive don't have an option for Other and I just reply as instructed to confirm I will attend the appointment so am not sure why it is registering as Other and that I might not attend and causing extra work for Physio. 

I think perhaps the text message wording needs to be looked at?

Many thanks

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Responses

Response from Lisa Townsend, Patient Feedback Lead, Patient Experience Team, Royal Devon University Healthcare NHS Foundation Trust 2 months ago
Lisa Townsend
Patient Feedback Lead, Patient Experience Team,
Royal Devon University Healthcare NHS Foundation Trust

I take patient feedback and work with all departments at Royal Devon University Hospital NHS Trust to implement service change and improve the patient experience.

Submitted on 19/02/2024 at 11:47
Published on Care Opinion at 11:47

picture of Lisa Townsend

Dear Jacquie836

Thank you for taking the time to let us know about the issues that you are experiencing with the appointment text service and I apologise, I am sure this must have been frustrating for you.

I have passed your feedback on to both the physio and bookings team to allow them to look into this. I hope this will resolve any issues.

Best wishes

Lisa

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