"My mother's Echocardiogram appointment"

About: Mayfield Medical Centre

(as a relative),

We live in Torquay but despite Torbay hospital having the equipment to do the procedure, we had to go to a medical centre in Paignton, at a cost of £25. 00 pounds in a taxi. Even if mum was fit enough to go by bus, we are not on a direct route. Couldn't fault treatment, but shame on a system that is so arbitrary.

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Responses

Response from Patient Experience Lead, Patient Quality and Safety, South Devon and Torbay Clinical Commissioning Group

Dear Gantry,

Thank you for your comments, and I am sorry that your experience of the appointment system wasn't good. I am happy to look into and discuss your concerns further, and see what we can do to make changes or seek improvement. Additionally, your mum might be entitled to a refund for the cost of her travel if she receives certain benefits or Pension Credits.

If you would like to get in touch, please contact the Patient Experience Team using the following details and we'd be pleased to help you.

email: patientfeedback.sdtccg@nhs.net or call 01803 652 578

Kind Regards

Patient Experience Team

South Devon and Torbay Clinical Commissioning Group

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Update posted by gantry (a relative)

I would like to thank the Patient Experience Team for their prompt response. My mum does not qualify for a refund having worked for 32 years as a nurse to gain a pension. My sister and I offered to pay her taxi fare but she refused on principle. I wonder how many elderly people like my mother out in the community who have worked all their lives, refuse to claim benefits on principle. The team has offered to look into the situation, and I would like to see a change to the system whereby people, particularly the elderly and infirm can attend Torbay Hospital should they choose.

Response from Patient Experience Lead, Patient Quality and Safety, South Devon and Torbay Clinical Commissioning Group We are preparing to make a change

Dear Gantry,

Thank you for your response. We will address this within our review of referrals and services to ensure that where possible, patients can attend the local hospital rather than travelling further afield. Thanks again for taking the time to share your experience.

Additionally, you might find the information contained in this link useful, this is about transport options and refunds, although your mother might not be entitled, there is still some useful information and contact numbers for any future transport that might be needed. http://www.newdevonccg.nhs.uk/quality//pals-38-complaints/patient-transport-information/100276

Once again, if you would like to contact us, please do email: patientfeedback.sdtccg@nhs.net or call 01803 652 578

Kind Regards

Patient Experience Team

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