"Patient Transport for elderly to Salford Royal Hospital"

About: Arriva Transport Solutions Limited Salford Royal / General surgery

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

I look after an old lady next door who is 92 years old and has got cancer. I do her shopping and things, basically I'm her carer.

Last year, she had to go to Salford Royal for cancer treatment to remove it. The GP said an ambulance was booked to pick her up in the morning for an appointment some two hours later at Salford Royal.

On the day, we waited for the ambulance and after waiting a while we phoned up to see what was happening. It finally came at 15 minutes past the time of her appointment! This meant we were over an hour late to get to the appointment and when we got there the consultant was waiting for us with his coat on.

When it was time to leave the hospital we had to wait another 2 hours for it to arrive. We got home in the mid evening. My neighbour is an old lady with cancer. She was very distressed about the patient transport.

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Responses

Response from Communications Officer, Arriva Transport Solutions Limited

We are sorry to hear about the experience of your next door neighbour. Currently, 95% of the patients we transport arrive between 45 minutes early and 15 minutes late for their appointment which is the standard we are required to meet on inward journeys. We also collect 90% of patients within 90 minutes of receiving a notification from the hospital that the patient has finished their appointment and is ready to travel home.

Unfortunately this has not always been the case and we have made some real improvements to our service in the last nine months. During the first year of this contract (1st April 2013 to March 2014) we did experience some issues particularly with timings.

There are a number of people involved in providing the patient transport service including the staff at the hospital, the NHS booking centres and our own control staff and patient care assistants. To provide you with a more specific response as to what happened the day your neighbour travelled we would need more details to investigate fully what occurred.

If you would like us to do this please contact our patient experience team either by emailing patientexperience@arriva.co.uk or through our control by calling 0800 023 2292. We would encourage our patients to share their feedback good and bad to help us to continue to improve and develop this service for the people who use it.