"Patient Transport "
Posted by Mystery Shopper 3541 (as ),
Patient Transport booking was made in advance of the Clinic Appointment and a request for Double Handling requirement was noted.
I telephoned at 13: 00 and quoted the transport booking reference number - only to be told that the pick-up had not been allocated to any driver yet. Patient Transport didn’t arrive for the 13: 30 Clinic Appointment. I then telephoned the Clinic to advise of the delay and request an accommodation in this regard.
A lone driver arrived (double handling had been advised and booked) at 13: 50 and left again at 14: 00.
A two-man team arrived at 14: 10 showing their displeasure at the change to their day’s schedule.
They collected one more passenger and arrived at the hospital at 14: 30.
How is a 93 year-old infirm patient supposed to handle this situation - having gone through all the bookings procedure in advance, been told to be ready for collection anytime after 12: 00 - patiently waiting in her wheelchair with nothing to eat or drink for a couple of hours, only to be eventually greeted by surly behaviour from a transport crew?
The only good thing was that is was freephone and there was no charge for this fiasco.