"Terrible experience of hospital Transport"

About: Arriva Transport Solutions Limited Wythenshawe Hospital / Cardiology

(as the patient),

I attended UHMS Hospital @ Wythenshawe Manchester as a day patient to replace a pacemaker. I was admitted to ward F2. The procedure was not a pleasant experience and afterwards all I wanted to do was get home.

I cannot speak to highly of the care and attention I received. It was excellent. My complaint relates to transport home afterwards.

I had pre-booked hospital transport to take me and bring me home, due to my disability. The transport to the hospital went according to plan. However, the return journey home did not. At 4 pm I was ready for discharge and a nurse phoned the number I had been given which was 08000924020 and she was informed they would pick me up within the hour. They did not arrive.

The nurses involved in contacting the transport were Hazel, Sarah and Nicola (fantastic Nurses love em).

They phoned on 6 occasions from 5-30 pm and were told that transport was on its way. On the 7th occasion at 8-30 pm, they were told a taxi had been sent and the driver was already there and was on is way up to the ward (which wasn't true). The taxi driver arrived at 9-15 pm and he informed me he was not booked until 8-55 pm.

My wait for transport was over 5 hours but it was not so much the wait I was annoyed about, it was all the lack of truth in what the nurses were being told by the guy on the other end of the phone.

I am 70 years of age and at this time I was on my own at home, and I found it rather unnerving entering my property alone at this time of the night.

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Response from North West Ambulance Service NHS Trust

Thank you for taking the time to provide your feedback on using the patient transport service. We are sorry to hear you had a poor experience.

North West Ambulance Service NHS Trust provides Patient Transport in the Cumbria, Lancashire, Cheshire and Mersey areas since April 2013. Transport within the Greater Manchester area is provided by Arriva Transport Solutions. If you would like to contact them and provide your feedback they can be emailed at: patientcustomerservices@arriva.co.uk or alternatively they can be telephoned on: 0800 023 2292.

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Update posted by wallyb (the patient)

Thank you for your response I have already contacted Arriva and they are investigating my complaint regarding transport home

Response from Wythenshawe Hospital

Thank you for posting your comments on the NHS Choices website. I am sorry to hear that you had such a delay in your hospital transport. I have forwarded your comments to Arriva, the company who provide hospital transport. If you would like to contact me on 0161 291 5381 I will need some further information to pass on to Arriva so that they can look into this for you and respond directly to you. Kind regards Patient Experience Manager

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