"Poor service from the doctor leading to delay in..."

About: Lister Hospital

I had visited Fracture clinic on 16th March after I injured my ankle and went to A&E on 9th March. I was seen by a very nice consultant who took time and explained everything nicely to me, as well as gave me a proper medical certificate. I was advised to get my foot in plaster for 4 weeks and then have a reappointment which I had on 13th April. I had gone into plaster clinic where staffs are amazing and then I was asked to wait for my name to be called for review by the doctor. This time some doctor called who didn’t even saw my notes and assumed I came from A&E and said so you had an ankle injury and its 6weeks now (it was 5weeks on contrary) so it should be fine by now, the doctor didn’t introduce themself nor check my injured ankle, and worst said "I will refer you to physio and you should expect a letter from them and take things from there". I asked what is the anticipated time and where I should expect the physio referral, and the doctor said at my home address and in one week’s time. I had explained that we have an out of country trip booked in around 3weeks time and should we cancel it or keep it? The doctor said let the physio decide that, so wait for it. I had asked for a medical certificate, explaining since I cant drive can they write that I can work from home (the previous doctor mentioned that very correctly in my previous medical certificate) but this doctor first wrote I am not fit for work and then mentioned since I cant drive I can work from home. These are contrary statements and HR at my work place refused to accept it. Today after almost 2 weeks time from my treat of 13th April I am still waiting for my physio referral letter so I called the doctor's secretary and finally got hold of them. The secretary was nice and said they were off for holiday from last week and just joined work today (as I have been trying to reach them for couple of days to find out the status of my physio referral). When I asked about my referral letter the secretary said, the blue form should have been sent to the physio directly and usually it is sent at the end of the treatment day or the very next day so they will contact the Kingswell Health Centre and find out the status as they should have contacted me by now as its almost 2 weeks now. I called the Kingswell health Centre and they said they haven’t received my physio referral form yet so they cant help me much. I double confirmed that the referral form goes directly to them rather come to my residence address and they confirmed it. This is totally contrary to what I was told by the doctor I saw on 13th April and if I haven’t called the kingswell centre than I would have still be waiting? I want to raise this complain against the doctor who saw me in fracture clinic on 13th April as I am not at all happy with the service I have received.

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Responses

Response from Lister Hospital

We're really sorry that you feel let down and we are keen to help put this right for you - with regard to the missing physio letter, please email us at generalenquiries.enh-tr@nhs.net and we'll get this sorted. To make a complaint, just include the above information in the same email and at the same time that we're sorting the physio referral, we'll pass your message on to our complaints colleagues who will take your concerns up on your behalf. Once our apologies for what has happened, but we look forward to hearing from you so we can help get things back on track.

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