"complete shambles"

About: Salford Royal

I was referred to MSK Physio for a shoulder injury that no-one at my local hospital knows how to treat. I arrived for my appointment to find out that the receptionist didn't have me on the clinic list. Eventually, after much messing about, it was discovered that I was on the clinic list - but that the details they had for me were over three years out of date and as I'd married in the meantime my name had changed. I was very puzzled at this as I've never been treated at Salford Royal before - so the only details they should possibly have had were the (correct) ones from the referral. When I went in to my appointment, I found out that they had lost all my referral documentation. MRIs, x-rays, orthopaedic surgeons' letters, they'd lost the lot. This made my appointment a complete waste of time, especially as half of it was spent looking for the paperwork. I was told they couldn't give me any advice about the specific problem I'd come to see them for because without the referral no-one knew where to start. My husband had taken a day off work to take me to the appointment, we'd paid for parking (which as a blue badge holder I think is the height of cheek - I had no other option as it would have taken me about three hours on public transport, even assuming that I wasn't delayed by bus drivers refusing to let me on in my wheelchair) and it was all a complete waste of time and money. We left with a promise of an appointment in about two weeks' time, after the paperwork had been located. Two weeks later, having heard absolutely nothing, I rang the department to chase it up. It had been forgotten about completely. No further appointment had been booked, no-one had looked for my referral documents or requested they be re-sent by the clinic that referred me to them. No attempt to do anything at all about it. Additionally, the person who answered the phone had the gall to criticise me for being unhappy and angry that my appointment from the 6th October was remade for 28th, and I complained that their screwups had added almost a month to my wait for treatment (been passed from pillar to post since May now). After most of a week playing phone tag, as the physios consistently rang back only at the times I had told them I was unavailable due to work, and never when they'd actually agreed to. One woman told me she'd call me back in ten minutes, at eight AM. I rang at five to find out she'd gone home without bothering. This is entirely typical. Answerphone messages were unclear, with no indication what they were regarding and how to reach the person concerned. Today, I gave up on the utter disaster that is the MSK Physio department and complained to PALS. A gigantic amount more organisation, and an attitude adjustment are badly needed. Fail.

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Responses

Response from Salford Royal

Sorry for the delay in responding to you. Many thanks for taking the time to review our Salford Royal's services. We are sorry to hear that your care is not progressing as you would wish and we would very much welcome an opportunity to look into this further for you. Please can we encourage you to contact our PALS service on 0161 206 2003 or email them directly on pals@srft.nhs.uk so that further enquiries can be made.

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