"defunct webpage for physio"

About: Torbay Hospital

the web page i was directed to by your reception is utterly useless there is no way i can book an appointment online so why ask me to do this???????????????. please sort out some way that online booking can be made.

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Responses

Response from Sam Holden, Patient Experience Lead, Patient Quality and Safety, South Devon and Torbay Clinical Commissioning Group

picture of Sam Holden

Dear Anonymous,

I am really sorry that you were provided with incorrect information and that this has caused you frustration. I am not aware of the ability to book Physiotherapy appointments online so I am sorry that this expectation was set.

Patients can self-refer into the physiotherapy service by calling the appropriate number for the area in which they want to be seen; the link below provides the telephone numbers for the relevant areas:

http://www.torbaycaretrust.nhs.uk/ourservices/physiotherapy/Pages/Default.aspx

There are also some useful leaflets about the service included on this webpage, I will ensure that your comments are fed back to the reception team and that they are aware of the correct information to give out to patients.

Thank you for taking the time to provide us with your feedback.

If you have any further comments or would like to discuss further, please do not hesitate to contact me, you can call 01803 652 578 or email patientfeedback.sdtccg@nhs.net our offices are open Monday – Friday 9am – 5pm.

Best wishes

Sam

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Response from Torbay Hospital

Please accept our apologies for the frustration you experienced in trying to use our physio online booking system.

We would like the opportunity to discuss your experience with you and to try and find out what went wrong. If you are happy to talk to us about this, please contact our Patient Advice & Liaison Service (PALS) so they can look into your situation in more detail.

A PALS Officer is available in person, Monday to Friday, between 10.00am and 2.00pm. You can contact them by calling 01803 655838 or on our 24 hour freephone number 0800 02 82 037. If you get through to the voicemail service please leave your contact details and you will receive a call back within three working days.

PALS can also be contacted by Text Phone on 01803 654742, by FAX on 01803 617162, or via email to pals.sdhc@nhs.net (your email will go direct to our PALS Service).

We look forward to hearing from you so that we can address the issues you have raised and to help avoid a similar experience for other patients in the future.

South Devon Healthcare NHS Foundation Trust

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