Hospital won’t rebook cancelled appointment, but I can’t complain

[whatareyouwaitingforr]

I have been on a waiting list for an orthopaedic physiotherapy consultation for 5 months now. I had an appointment booked, but I got a voicemail to say it was cancelled last month and they said they’d “rebook by post”. The hospital uses an app that is instant. When something is booked, it goes straight through to the app.

I know this because I work there. I am in an adjacent department to this one. So I can’t complain.

I’ve called everyday, sent emails, tried everything to get in contact with them. They don’t answer their phones, nor do they answer emails. I’m at a loss, mainly because I know after this appointment it’ll be another 6 months before I can get a scan and I’m due to go on holiday in August. I don’t particularly want to cancel, but I’m worried that waiting for this will make my insurance unaffordable.

Is there anything I can do besides PALS?

I’m not in their building?

I don’t really want to go spilling all the details to my work colleagues

Sorry about that, I hope you get answers soon.

I work in A&E and I’ve lodged a complaint with PALS about the care I’m receiving. At the end of the day, regift if you work there or nothing this case you’re the patient and deserve the appropriate and timely care.

Googled the PALS team for my hospital but it says all enquiries about waiting times for outpatients appointments needs to go to the county-wide referral team. Email sent to them but seeing as it was originally a 12 week wait for the appointment I’m assuming it’ll be another 12 weeks from here - I travel 16 weeks today so my hopes of having any sort of answer before I go away is nil.

Working there makes it more awkward. I’m so glad my parents are getting cancer care in our neighbouring county because it’s simpler. When things don’t go right you’re essentially pulling your colleagues up on bad work. Never an easy thing. Throw in emotions of health and you get to the point you post here. I can see you doing understand but there’s no need to be rude.

PALS were helpful and able to give me quite detailed information about my position on a waiting list by directly contacting the team on my behalf, so still worth a try if you haven’t done it yet,

This wasn’t a PALS complaint, I just enquired when they thought I would be seen.

options

Ask the gp to refer you direct for the scan
Ask the gp to refer for IMSK or physio in a neighbouring Trust
Ask gp to send an expedite
It’s probably the wrong phone number - go via switchboard or ask pals to find out how to contact them doesn’t need to be a complaint

I don't know your circumstances, but many private hospitals have physio depts where you can refer for an appt with a qualified physio, and the fee is around £65 for a consultation. Well worth it rather than waiting months.

If I were you I'd look into that and move it all forwards rather than waiting months. If you need surgery they will write to your GP or some will give you exercises to do at home.

Is this your hips or back? -you say orthopaedic.

None of my family are what I'd call rich but for medical stuff where the NHS has long waiting lists, they find another way.

I’ve been through the initial consultation stage so I don’t really want to spend money I don’t have on doing that again

You need to go to the other building then. Can you not take your lunch break and go over?

And what happens exactly if someone’s file is labelled “PALS complaint”? Do they get better / worse / no treatment?

The referral service have come back and said to email PALS, which I’ve done. I’m not hugely happy because it makes me feel like a right winger

I don't understand then.

If you've had an initial consultation what are you going to gain from another appt?

I also don't understand how this will impact on your holiday and travel insurance.

Are you saying the condition could be resolved before you go away?

Or does going away on holiday increase the risk of something happening where you'd have to claim?

Are you talking about spinal surgery or a hip /knee replacement or something less serious?

I dont understand why this has to be sorted before you go away- either with treatment or some issue with insurance.

If you need surgery it's not going to happen by August with full mobility before your holiday.

It's a completely reasonable complaint. You have tried everything else so just contact PALS if that's what will solve it. Probably your colleagues will agree it shouldn't be so hard to get an appointment.

It shouldn't flag you as difficult.

Whinger, not winger!

I’ve had the initial physio appointment, and now been referred to a consultant physiotherapist who then refers to surgery.

It’s not “bad behaviour” to complain. PALS is there for a legitimate reason. Why shouldn’t people contact them?

Well, sometimes it’s unreasonable special treatment and sometimes it’s a necessary approach. Let’s say (god forbid) they botched your surgery, would you also be reluctant to complain because it would be “asking for special treatment”? Your situation seems to have crossed the boundary of a necessary approach. Your case might have fallen through a crack. It happens. Human factor. People lose paperwork or files, they forget. If you can’t drive down there, get through to them via PALS.

So you've been told you need surgery?

Were those private appts or NHS?

There seems an unnecessary layer of 1 physio the another physio- why not straight to the surgeon?

Please see my previous post.

How does this affect your travel insurance?

You won't get surgery and a full recovery by August, on the NHS.

You may have answered this already as it’s been suggested, but I can’t see it anywhere can you afford to pay privately for the first step/second step?
My MIL had a knee issue that she was waiting to be seen for, appointments kept getting cancelled.
She paid privately to have an appointment with a specialist, had it x-rayed, I believe they ultra sounded it and now she is waiting for surgery on the NHS waiting list. If she can save enough in the meantime to pay privately as there is a long wait she will go private because she just wants to get her life back…
Shes an avid traveller/walker so the issues had a severe impact on her QOL, steroid injections haven’t helped.
Hope you get sorted soon.

That’s just how my hospital does it, I don’t know why they do it this way.

i know I wont have surgery by August. But my point is that at the moment ill be going to them saying “I have an issue with X body part”, but I’ve I’ve been seen and scanned I can say “I’ve got X injury, this is the plan”

Right... so if one has a complaint about PALS who do one go to? 😂

Honestly this isnt what PALS told me when I had very legitimate concerns 🤷🏼‍♀️ Perhpas they were wrong to tell me that but there was nothing I could do . If PALS said theyre not taking it up then that's the end of it...

Interesting to know they were wrong though. Nothing we can do about that now.

In my experience they were totally pointless and let us down.

Your MP, I guess?

I think every hospital actions them differently.

I’m an interpreter at a hospital and often encourage patients facing difficulties to raise it with PALS. It’s not always a complaint, it’s highlighting an issue that gets resolved. You should contact PALS and explain. Why would you suffer in silence just because you work at the hospital?! You’re not complaining about people but the process that failed.

This thread makes me really sad. You say that you don't judge patients who you know have used PALS, but your language about it - 'right whinger', 'special treatment', something you couldn't have your colleagues know - makes it clear how strongly you do, subconsciously. I'm not blaming you as an individual, but what a toxic place you work at.