Zahra

I booked a pediatric physiotherapy assessment appointment for my 12-month-old son. The appointment was initially scheduled for Saturday, 19 April 2025 at 6:30 PM but was cancelled by the clinic on the same day, just a few hours before the scheduled time. This last-minute cancellation was highly inconvenient and disappointing. On arrival for the rescheduled appointment, I found the reception staff to be unwelcoming and unprofessional. I was unexpectedly asked to provide ID for both myself and my son. While I was able to produce my own ID, I had not brought identification for my baby as this requirement had not been communicated to me in advance. The staff reluctantly accepted his red book as proof of identity, but the lack of clear communication on this matter caused unnecessary stress. Furthermore, the physiotherapist was 25 minutes late, and we were not seen until approximately 4:55 PM. No apology or explanation was offered for the delay. When we were finally seen, the physiotherapist did not introduce himself or provide his name at any point during the session, which I found to be very unprofessional and concerning given the nature of the appointment. The assessment environment was wholly inappropriate for a baby. There was no safe or designated area for a pediatric assessment, and my baby was examined on a standard patient chair, which I believe was unsafe and not suitable for a child of his age. The quality of the assessment itself also raised significant concerns. Initially, the physiotherapist commented that my baby had weak lower back muscles and slow reflexes, suggesting developmental concerns. However, by the end of the appointment, he contradicted himself and concluded that there were no issues and that I should simply spend time with him at home. The entire session lasted only 25 minutes (it should have been 45 minutes), and it was apparent that the assessor lacked specialist experience in pediatric physiotherapy. Given the unacceptable service for a private fee paying medical practice, poor communication, lack of professionalism, and overall inadequacy of the assessment provided, I do not believe the fee was justified. I hope this matter will be taken seriously.