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Nene Park 2023-02-12 Person 5 5 0

I had [name removed] as my physiotherapist and she was absolutely lovely. I always felt listened to and respected and that I was given all the support I needed to progress with my injury.

The contact centre was very rude on a few occasions about me needing to change an appointment due to childcare or illness. My brother died on the day I had an appointment and when I rang to cancel they chose that awful time to tell me I was being blacklisted and if I was to change another appointment I would be discharged. I found this incredibly insensitive and rude and I hope they have better training for the future. If appointments are changed for silly reasons, I complete understand that, but when it's due to bereavement I think that's disgusting. Especially when on a few occasions I have and my partner has had our appointments cancelled last minute. You can't have one rule for one and one for another. I will say however my last appointment on 10th February was supposed to be face to face and when I rang that morning to say myself and my daughter were poorly they were very understanding and changed it to a phonecall so perhaps the contact centre have already been told about complaints already.