"Transport from hospital appointment"

About: Arriva Transport Solutions Limited North West Ambulance Service NHS Trust / Patient transport service

(as a staff member posting for a patient/service user),

This story has been posted by Healthwatch Tameside on behalf of a member of the public. We have their details and will forward any comments to them, as they do not have an email address. They said…

This gentleman attends outpatient appointments after a stroke. He recently waited more than 3 hours to be taken home, and was astonished to see another patient, who hadn't been waiting as long, being taken home to Workington in Cumbria (180 miles) by taxi, while local patients like himself were left in the waiting area.

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Response from North West Ambulance Service NHS Trust

Thank you for taking the time to provide feedback via Healthwatch regarding the Patient Transport Service. I was sorry to hear that the patient had a poor experience.

North West Ambulance Service NHS Trust provide the Patient Transport Service in the Cumbria, Lancashire, Cheshire and Mersey areas since April 2013. Transport within the Greater Manchester area is provided by Arriva Transport Solutions. If you would like to contact them and provide your feedback they can be emailed at: patientcustomerservices@arriva.co.uk or alternatively they can be telephoned on: 0800 023 2292.

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Response from Laura Croft, Communications Officer, Arriva Transport Solutions Limited

We are sorry to hear about this gentleman’s experience whilst using the patient transport service. We do use taxis to support this service. In this case the taxi may have been agreed by the providers or CCG in the patient’s home county rather than by Arriva, as our initial thoughts would be that this journey was outside of our contract in which case we would work with the home county provider or CCG to find the best solution to take this individual patient home whilst reducing the impact on our own resources. With regards to the delay you personally experienced I would like to offer you our apology. We aim to collect 95% of patients returning from outpatient appointments within 90 minutes and I am sorry that your wait was outside of this timescale.

If you would like to discuss this further please contact our patient experience team either by email patientexperience@arriva.co.uk or through our control by calling 0800 023 2292.

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