"There are plenty of opportunities for..."

About: University College Hospital

What I liked

I was asked whether I wanted to have physiotherapy or not when my cast was taken off 2 weeks ago. In principle it was good to be given a choice, but now I regret it because I wonder whether physiotherapy would've been good after all. An uninformed choice is really worse than the doctor just telling you whether or not you need something. I now worry about having made the wrong decision.

What could be improved

The fracture clinic is completely disorganised when it comes to appointment times. One hour delays are common. The attitude of the staff and experiences of myself and others in the waiting "corridor" confirm that there is not even an aspiration to see patients on time. A consequence seems to be that some staff members are without things to do even when there are people waiting. The receptionists are completely uninterested in their customers, and usually they talk to each other while serving you, even when you are on the phone to them.

Anything else?

I was not given any instructions on what exercises to do after my cast was taken off; just to use my hand in everyday tasks. I was happy at the time that the doctor was so confident in the fracture healing well, as I thought that by giving me the choice he thought that physiotherapy was not necessary. But now that I am worried about progress, I called today to ask whether I could see a physiotherapist. The result was that the (rude and uninterested) receptionist booked me an appointment to see a doctor in 3 weeks' time. That is not what I think I need and seems like a waste of resources really.AppointmentsFracturesPhysiotherapyRudeUninterestedPhysiotherapyDoctorsPhysiotherapistsReception staffAttitudeTelephone

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Response from University College Hospital

We are disappointed about your poor experience and would like to resolve your concerns. You might like to contact our Patient Advice and Liaison Service (PALS) who will help to resolve your concerns quickly.

The PAL Service is available Monday to Friday 9am - 4pm. Tel no 020 7380 9975 Email: pals@uclh.nhs.uk

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