"my son was late for his appointment"

About: Arriva Transport Solutions Limited

(as a staff member posting for a carer/relative),

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…

My son uses Arriva transport on a regular basis as he has several medical conditions that require hospital/clinic appointments. The transport has been a bit hit and miss and we have sometimes had problems but last experience on was shocking.

My son had an appointment at Manchester Royal Infirmary (MRI) at 3pm. He was told to be ready 2 hours before. We were not picked up until 3. 45pm. After going round picking others up, we did not get to MRI until 4. 45pm. The clinic had finished & the doctor had his coat on. My son did get his treatment, but we were not picked up until 8. 30pm. Again going around other places we got home at 9. 30pm. Nurses waited with us and offered drinks but any later and my son would not have had his treatment.

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Response from Communications Officer, Arriva Transport Solutions Limited

Thank you to Healthwatch Tameside for bringing this patient’s experience to our attention. I would like to apologise for the stress and inconvenience the delays must have caused both going to and home from the MRI.

The patient transport service aims to get patients to their appointment between 45 minutes before and 15 minutes after the appointment time and to collect patients within 90 minutes of being notified that the patient is ready to go home. There are occasions when we are unable to meet these targets and under these circumstances I would expect our staff to have liaised with both the patient (or their carer) and the staff at the clinic.

To give a full response we would need to look into the specific patient’s journey record so that we can establish the cause of the delays on this occasion and also discuss the over all servicethat this patient has experienced. Please could you ask this patient’s mother to contact our Patient Experience Team by emailing patientexperience@arriva.co.uk or through our control by calling 0800 023 2292.