Decimalised to aid referencing
Dear Prof Harrison
- Thank you for your email received 25 June which Gordon (Bosworth) and I have now reviewed.
- Firstly, we would like to express our disappointment to learn that you were dissatisfied with our service following your appointment on 28 May.
- We aim to provide quality, patient-centred care and are dedicated to achieving the best possible results for each of our patients, resulting in improved health, well-being and experience of physiotherapy treatment.
- Having conducted an internal audit and read all of the correspondence between Alan and yourself, we are satisfied with the service and level of care provided, which involved multiple email exchanges and a medical report outside of the appointment.
- This includes an email from you dated 1 June feeding back some positive improvement. We apologise for any grammatical errors in the correspondence and a delay of the revised medical report.
- We understand a follow-up appointment was advised for three weeks post your initial appointment, which naturally would have been an opportunity for Alan to review your progress and treatment plan, having completed the exercise programme he prescribed.
- Referring back to your email and your mentioning of not coming back to the Clinic, we feel this is a shame but wish you all the best with your rehabilitation and hope things improve for you.
With kind regards
Tillie Gilkes
Practice Manager
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5 We aim to provide quality, patient-centred care and are dedicated to achieving the best possible results for each of our patients, resulting in improved health, well-being and experience of physiotherapy treatment.
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There was insufficient supervision of Mr Hazlett in his dealings with me. This comment applies to the low standard of written material in particular.
7 we are satisfied with the service and level of care provided, which involved multiple email exchanges
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Of course such comment will be made in the face of a clear case being made by the complainant
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and a medical report outside of the appointment.
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This was one purpose of the consultation. Had it been of professional standard, there would be no case made by the complainant.
In the event of the complainant sending the original report (or 'letter' as Mr Hazlett termed it) to any health care professional, the complainant would have been asked to respond to "What sort of report is this? It does not make sense."
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