"Negative physiotherapy experience"

About: Girvan Community Hospital

(as the patient),

I had an appointment with physiotherapy, I was met at reception by a student who asked if I had any objection to her sitting in on my session, which I didn't. It soon became clear that I had misunderstood and the student wasn't merely sitting in but was conducting the session, with the physiotherapist waiting beyond the curtain. At the end of the session I asked if I could speak to the physiotherapist as I had some information to impart, and questions to ask, I will not go into detail here about what was said as I intend to raise it with my GP practice partner, but I found the physiotherapist's manner patronising and insulting, I also felt as though there was not enough privacy, I left feeling hopeless and dismissed like a child at school.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

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Dear Ch4rleyM4x,

I am sorry you found the service less than satisfactory and that is disappointing for us too. I will pass this to the Lead Physiotherapist for their awareness and I am sure it will be discussed within the team. If you feel it would be of benefit and you wish to speak to someone about this encounter, please feel free to contact me and I can arrange this for you. I can be contacted by phone: 01563 826222 or email: eunice.goodwin@aapct.scot.nhs.uk Should you decide to decide to contact me, please let me reassure you that this will not affect any future care.

I hope your getting better now,

Best wishes,

Eunice

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

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Thank you for getting in touch, we will arrange a meeting to discuss your experience as per your request.

best wishes,

Eunice

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Update posted by Ch4rleyM4x (the patient)

I believe it only fair to praise as well as criticise on sites such as this. Following my previous post I had a meeting with the head of Physiotherapy dept. This lady explained she had spoken to the individual and gave his take on it.I feel I was entitled to write how I felt, however I'm also honest enough to admit that I might've been unfair and harsh, as no malice was intended, possibly due to my own a) pain and b) frustration as well as my own emotional state.I have no doubt this individual is good at his job and wish him every success in the future, likewise the student who took the session,

hope she is successful as well.

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

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Dear Ch4rleyM4x,

Such a lovely post, thank you so much for your honesty and I am glad you met the head of Physiotherapy and had a chat about it. It is all about communication isn't it? There are always various ways to view things and they are so dependent on how we feel at the time (it's only natural). Thank you again for taking the time to share your experience. Your posts may encourage others to share their story too. It is good to see that, as an organisation, we are listening and that Patient Opinion can be a beneficial two-way dialogue.

I hope you are pain free and less frustrated now.

Best wishes

Eunice

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