"Totally let down by Patient Transport"

My Mums partner is 71 and has a variety of medical issues which impact greatly on his life. His mobility has been greatly reduced in the last six months to the extent that he uses a zimmer frame in the home. Even with the zimmer he struggles to walk more than a room length. He now is unable to get to his various hospital appointments under his own steam.

Yesterday he called the Patient Transport service to arrange for help in attending an appointment this Friday. Despite having used the transport service on two previous occasions he was subject to many questions – ie how did you get to your appointments prior to using patient transport. He said that his partner has driven him. He was then advised that he should get her to take him to appointments again and the call was then finished. He was totally taken aback and ended up changing his appointment.

My mum later called Patient transport back to complain and was left feeling totally frustrated and no further forward. Again the person on the phone asked many questions stating that if her partner was able to walk to the car he would be able to walk into the hospital – the car is literally two steps from their front door in a disabled space ! The call handler clearly has no knowledge of the logistics and layout at Forth Valley Royal Hospital. My mum had to explain distances in the hospital etc. She was asked why she couldn’t take him and had to go into her own health and capabilities. She felt they were going round in circles and ended the call

I am not sure how Patient transport assess the need but if they had taken the time to talk to both my mum and her partner in a respectful and helpful manner they would have ascertained that he has Crohns, Diabetes, Arthritic hips and knees, poor kidney function and takes a cocktail of medications including morphine, all of which has made him disabled. My mother is 75, has been unwell herself and is unable to be able to push him in a wheelchair ( he is rather a large Man )

Up until the last six months he has managed to get to his appointments with a struggle but under his own steam but is now unable to do so. Both he and my Mum were left feeling like they would need to beg for help and I am totally disgusted at their treatment. I understand there needs to be guidelines, but you have left two proud older people feeling totally let down and upset. This surely cant be right!