"Delayed transport and delayed appointment"

About: Arriva Transport Solutions Limited

(as the patient),

This week, I had booked Arriva transport both to and from hospital ( Gloucester Royal Hospital) for an Angiogram. In the morning the transport was 2 hours late and my appointment had to be delayed at a cost to the NHS. In the afternoon Arriva was over 5 hours late and the dispatch staff repeated the same sentence each time they were called that the driver will be with you in the next few minutes. Eventually and after some in depth questions the bus allocated to me was over 100 miles away going away from the hospital to drop someone else off. I estimated that I would not have been returned home until after midnight.

I had to call a taxi which cost over £50

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Response from Arriva Transport Solutions Limited

I am very sorry to hear that you had an unsatisfactory experience of our patient transport service and apologise for any distress caused by this.

We treat all complaints such as this very seriously and it is currently being dealt with by our Patient Experience Team who have written to you outlining this process.

We are committed to providing a high quality and caring service for all our patients and will provide you with a comprehensive explanation of the factors that resulted in this delay as well as the steps we are taking to prevent this from happening again.

If you have any questions regarding the complaints process or would like more information please contact our Patient Experience Team on 0330 123 3583 or email patientexperience@arriva.co.uk.

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