"I felt the person I saw wasn't interested"

About: Litherland Town Hall Health Centre

(as the patient),

I had a recent appointment at Litherland Health Centre. I have been there many times before for X-rays and blood tests and the staff have always been exemplary, that is until the latest visit.

I had been referred to the MSAC by my GP and after having waited 27 days for the appointment, the person I saw made me feel as if there was nothing wrong with me, that I was wasting their time and after asking me questions, began to ask further questions before I'd finished the answer to the previous question!

This gave me the impression that they weren't interested in my answer. They didn't introduce themselves and I found them very flippant.

For example, they said: 'Right lets see why you're here? Oh, your shoulder or neck or whatever...' - not a good start. I have to go for an injection, but really don't want to go back to see this person. I hope I can change the person who does it or the location of the appointment.

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Response from NHS Sefton

Dear gardeningstitcher I was very concerned to be forwarded your communication to Sefton Health regarding your recent appointment in the Musculoskeletal Clinical Assessment Service (MCAS) at Litherland Town Hall Health Centre. Unfortunately without additional personal information I am unable to look into your concerns in detail. If you would like me to address your concerns with the clinician who assessed you, please either e-mail me directly or telephone me on the number below. Tel: 0151 529 3334 email: david.evans@aintree.nhs.uk Alternatively, if you do not want me to speak with the clinician concerned but would just like to change your appointment to a different clinician or to be seen in the Physiotherapy Department at Aintree Hospitals as an alternative, then again please contact me directly. The customer care that you have described falls short of the standards we expect and therefore I would like to offer you my sincere apologies. Not withstanding your decision whether or not to provide me with additional information, all the staff working in the MCAS will be reminded of their obligation in respect of the standards of customer care required. Yours sincerely David Evans Head of Physiotherapy
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