"Transport to and from hospital"

About: East Surrey Hospital / General medicine South East Coast Ambulance Service NHS Foundation Trust / Patient transport service

(as the patient),

Transport was arranged by mcmill nurses to pick my husband and myself at 12 noon but to be ready from 11 am onwards. His appointment was at 1. 15. The transport did not turn up at 1. 05 we caught a bus to the hospital making him late for his appointment. As we took the bus our return journey was cancelled.

The nurses at the Chipstead ward East Surrey hospital were brilliant and arranged our journey home. As my husband is very sick it was very stressful.. Also I phoned the relevant transport number four times to. See when they were picking us up but each time they did not answer the phone. I do think your transport arrangements for sick people could be improved upon.

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Response from Louise Hutchinson, Patient Experience Lead, South East Coast Ambulance Service NHS Foundation Trust

Dear Mrs Lampeter

I was very sorry to read that transport arrangements for you and your husband did not go to plan for his recent appointment, and I can imagine how the lack of response when you tried to call made the situation all the more stressful.

We are very keen to look into what happened, and it would therefore be most helpful if you were able to email or call my team with the details so that we can investigate. Please, if you have time, email pet@secamb.nhs.uk or call 0300 123 9242, and the Patient Experience Team will be pleased to help.

In the meantime, I should like to offer our sincere apologies to you both.

Yours sincerely, Louise Hutchinson

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Response from Ian Mackenzie, Director of Information and Facilities, Surrey and Sussex Healthcare NHS Trust

picture of Ian Mackenzie

Dear Lampeter

I'm sorry that you had problems with transport following your recent outpatient appointment at East Surrey Hospital. Transport is managed by South East Coast Ambulance and I see they have quickly responded so I hop they are able to resolve this for you.

Kind regards


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