"Ambulance service from Trafford General "

About: Arriva Transport Solutions Limited Trafford General Hospital

(as a staff member posting for a patient/service user),

My wife had a knee operation at Trafford General in July 2014. When she was discharged, hospital staff said an ambulance would come to collect her at 7am the next day.

We waited till 6pm and it never came. We weren’t given any food or anything.

In the end, I rang my son in Wigan who had to come to pick her up. He had to carry her to the car and take her home.

My son complained to the hospital and they said once a patient is discharged it’s not their responsibility.

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Response from Laura Croft, Communications Officer, Arriva Transport Solutions Limited

I am very sorry to hear about your experience when your wife was discharged home from hospital. Our ambulances are booked by hospital staff in advance of the journey. This can be booked the day before or on the actual day of discharge.

An ambulance is sent to every patient who is booked with us. We need to look into this in more detail to find out if a booking was made correctly, and why an ambulance was not sent to take your wife home.

Please could you contact our patient experience team either by emailing patientexperience@arriva.co.uk or through our control by calling 0800 023 2292.

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Response from Central Manchester University Hospitals NHS Foundation Trust

Firstly, we would like to apologise for the delay in responding to your posting.

Thank you for your feedback. We are sorry to learn that your experience was not as positive as we would have hoped. It is important to us that comments are heard and seen as an opportunity provided to the Trust to make changes and improvements wherever possible.

We are very sorry that your wife’s discharge from Trafford Hospital did not go as planned and that your son had to come to pick her up due to the length of time you had to wait for the ambulance. Your concerns that your wife was not given anything to eat, is not what we would expect and your experience have been discussed with the staff on the Orthopaedic Ward to reiterate the importance ensuring patients awaiting transport are provided with food and refreshments.

It is difficult to respond to all the posts in a full way often because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

The Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust