"My mothers experience with patient transport"

My severely disabled Mother was due to attend an appointment at Moorfields at St George's Hospital a few months ago. She requires a two person crew due to some stairs at our property. She has required this for three years and has regularly attended medical appointments without any problem.

However, in February a crew from G4S attended (two hours exactly before the scheduled appointment despite being only a few miles away! ).

One person,  very familiar to us due to their unforgettable surely attitude with us previously, and when they were sitting at reception in the transport lounge at St George's), and a person who we had not met before.

The first person informed that they had no awareness of the stairs (untrue as they had attended previously and we have used the service regularly for two years without any review to our transport requirements). The other person was largely quiet and not unpleasant, but the first person became aggressive. I asked them to leave the property immediately, but they still wanted to stand there and argue! This was witnessed by my Mother's PA.

I immediately emailed  G4S Hospital Transport but have yet to received a response. After a very candid discussion with staff at Moorfields, the re-booked appointment was also postponed until May.

We will not expose my Mother, a disabled, elderly and unwell person, to such aggression from a supposed "helper" again. We demand action and assurances that this staff member understands that their behaviour is completely understandable. There is no place for that idleness, rudeness and lack of respect for the patients. A disgrace!