The pain of privatisation?

Published: 7 October, 2010

• FOR many years I have periodically received very helpful weekly NHS physiotherapy for chronic, progressive, mobility-reducing and sleep-disturbing back pain. 

Last month in order to improve this service in Camden, its management was entrusted on a lucrative contract to a small private company somewhere in Northumberland. Treatment was relocated from two local teaching hospitals, where the service was first-class, to a small number of local health centres around Camden, none being more accessible to me.

I went, in great pain, for my first new-style appointment. The receptionist checked her “system” and found nothing. Helpfully, she phoned Northumberland, was kept hanging on with music playing for about 10 minutes and was then told that the appointment had been made but then cancelled by them. Unfortunately no one had told or emailed her. Or me. 

She was, however, informed that a phone message had been left for me. Although she confirmed to me that Northumberland had my mobile number, my mobile phone showed no indication of such a message. 

Apparently I had received a call, not on the mobile but at home, while I was out of the country. However, the number had been deliberately withheld, and so no message was taken. That call may, or may not, have been from Northumberland. Apologising, Northumberland offered me another appointment… in a month’s time. 

Nothing sooner was available at an acceptable time or day. I asked for a cancellation slot and was told a note had been made of this. 

So far I have heard nothing.

The same health centre receptionist told me (rightly or wrongly) that my GP practice was to blame for this disappointment by taking out the contract in the first place. 

However, I am not in the blame business. I am only, like most people, a patient. 

And right now, still in great pain, and unable to see the service improvement.
Roger Juer
Briary Close, NW3