You said: Communication about the waiting process was confusing

We did: Improved the communications we send patients advising possible waiting times, acknowledging referrals and post treatment care

You said: The information on the website was not useful

We did: Continuously improving the resources on the website to support self-management

You said: Struggling to reach admin for booking and waiting list updates

We did: Provided clearer booking/contact info and wait times at point of confirmation

You said: I’m not able or interested in online physio

We did: Increased face-to-face appointment availability

You said:

App with exercises wasn’t helpful and not tailored to me. 3 months later, I saw a physio offering a hip replacement.

We did:

Clarified treatment pathways and communication for better understanding.

Personal help and understanding

Very knowledgeable and able to explain things clearly

Helpful and seen in-person when needed to

Allowed me to get back to some sort of normality

Staff were supportive and encouraging