1. MSK service Oct Philip Barber Clinical Lead for MSK service and Advanced Physiotherapy Practitioner Jack Tindale Service Manager for Essex in Connect Health

2. MSK service We offer the following services: Physiotherapy
Pain management
Rheumatology
Denosumab (osteoporosis injections)
We get around 3,000 referrals for physiotherapy each month
We provide physiotherapy in the local community hospitals and in the local gyms
We mainly treat spinal and joint pain
Not only can we carry out physiotherapy but we can refer for blood tests, x-rays and MRI scans, as well as carry out steroid joint injections.

3. MSK service
Our aim and contract agreement is to see new patients in 8 weeks
We currently have a four week wait for reviews
All physiotherapy referrals are given a physioline (telephone call) to find out more information and to direct you to the right service (we have the option of pain management, CATS or rheumatology)
We are able to see patients in the hospital setting but also the local gyms
We currently use an system to send you your exercises, or they can be printed out. We are working on a website to provide more information.
We have the ability to refer you on to pain management, rheumatology or orthopaedics if required

4. Patient questions Patient question:
If you have a problem after seeing the physio it is hard to get a response before the next appointment.
Response:
Do you have any suggestions as to how you would like us to help in this situation?
Does BTUH or the CCG PALS record problems – I ed BTUH PALS and they simply give me Connects contacts.
Response: All complaints via PALS are sent to Connect. These complaints are not logged with BTUH or the CCG but they are shared with the CCG and BTUH in our quarter reports
Why when you go to physio, you get a leaflet with pictures and quick show of what to do then sent home and come back in 3 months. The doctor’s surgery can give out leaflets and tell you to follow the instructions.
Response: Currently our wait for a follow up is 4 weeks.
What are your expectations from physiotherapy?

5. Patient questions Patient question:
Not getting exercises out in the post as promised.
Response:
All exercises should be sent out but we will retrospectively review this.
Why does it take so long to have appointments usually about 2 weeks for assessment? 
We have an 8 week performance indicator and two weeks for an appointment is well below the national average waiting time
It is difficult to book follow up appointment especially if a locum is looking after the patient no appointment can be made until the diary is given to the appointment person. Twice I rang but no diary for the locum
This issue should now be resolved as we have reduced the waiting time for follow ups to 4 weeks. The diaries are put on 6 weeks in advance and so we now have space. Would you be happy to see another physio in this case?

6. Our questions to you In groups:
Can you discuss what does the ideal physiotherapy service look like to you. Think about:
How to access it/locations
What you want when you are there
What education/information you want and how to access it
How to book your appointments

7. Our questions to you
Would you use a self-referral system and if so, how do you think we should advertise this to patients?
Would you prefer to be contacted quicker by a physio and have a telephone call or wait longer and be seen face to face?
Would you be open to using modern technology, such as Skype for appointments?
What is the best way for us to provide you with educational material?
How do you think we can promote physical activity and exercise to patients in pain?