"The system let my wife down"

About: Cheltenham General Hospital Great Western Ambulance Service NHS Trust / Patient transport service

(as the patient),

My wife had an appointment at the Cheltenham Hospital this morning and she was collected by the hospital transport service from our home in Gloucester. She had her appointment at 11.40. She asked the hospital reception to arrange her transport home, she was left waiting until 14:20.

She is unwell, had no food and was alone. I find this completely incredible. My wife was exhausted and nearly in tears when she got home. It turns out that Cheltenham had called the central office in Bristol who were supposed to forward the request through but from what I can tell completely forgot. The only reason my wife got home was that the lady who brought her that morning recognized her in the waiting area and offered to take her home.

I should say all the staff who worked at the hospital are lovely and nice, its just that the system let my wife down this time. Please improve it.

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Response from Patrick Mulcahy, Head of Clinical Development, Great Western Ambulance Service NHS Trust

I am sorry that on this occasion the service you received was not at the level you expected.

We strive to always provide the best patient care possible and work in a timely manner.

I can only apologise as on this occasion we did not appear to meet our service standards.

I cannot explain the reason behind the issue raised or whether indeed it was entirely our fault without further information.

However I would like to know more as we are working all the time on improving our service and communication with all areas of our business to provide the best service possible.

If you would like to provide me with further details, either via the PALS service or the formal GWAS complaints procedure I will ask the relevant manager to look into this further. You can contact us through writing to Great Western Ambulance Service NHS Trust, Jenner House, Langley Park, Chippenham, Wiltshire, SN15 1GG or accessing further information though our Trust web site

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