"Not Good Enough"

RPH

Hi,

I had a physio appointment at the RPH outpatient clinic recently. My appointment was scheduled for afternoon and was booked two weeks prior with the physio (in person, at their desk).

I arrived five minutes before my appointment, but ended up waiting for 45 minutes. I was then called in by one of the physio staff only to be told that my physio had gone home for the day! I was told that none of the remaining physios knew my file history, so they wouldn’t be able to provide my care, and that I’d need to reschedule and come back another day.

I was told that the muck around was due to a system error which I believe is a complete cop out. I received the appointment reminder, the details were also correct in the Manage My Care App and when I checked in at reception the details were confirmed by the admin staff, so I believe the appointment was definitely in the system!

While I was waiting in reception I saw my physio exit through a couple of doors, but had no idea they were leaving for the day. This means that they left after I’d checked in and it was still missed! To attend this appointment I had to organise the afternoon off from work (plus use up my leave), pay for parking and waste my valuable time. Now, I have to do the same thing all over again for a rescheduled appointment!

I don’t usually complain, but I’m stunned by such apparent poor service; I think it’s just not good enough! I’m hoping this feedback is taken on board and is utilised to improve your service going forward.

Regards,

Anon.