"service for my mother"

About: Arriva Transport Solutions Limited

(as a relative),

This is now the second time I have had to complain about the arriva transport service relating to my mother.This second incident happened in September 2016.

My mother was collected along with a nurse from her care home, early morning for an appointment at Salisbury General Hospital. They arrived and my mother was seen almost immediately - she came out of the consultation half an hour after. Arriva were telephoned and my mother and the nurse were advised there would be an approx two hour wait. Two hours after the call, Arriva were called again and it was advised that it would be now be another two hours to be picked up. It was actually mid afternoon when they arrived to collect my mother, the nurse, plus another patient who had to be dropped off first. It was late afernoon when my mother and the nurse were actually dropped off back at the Home. I think this is despicable not only for my mother but also for the nurse who was kept out of her normal working place for the whole day - due to Arriva.

What exactly does it take for Arriva to do this work correctly and with some understanding about the needs of the patients you are transporting plus the nurse that was kept out of action for the whole day through no fault of her own - are you going to pay for her time? Please if there is no-one in your organisation that is capable of organising travel rotas - get someone in that can - and whilst I accept that mistakes occur, they should not be so monumental.

Even I would struggle to go the whole day without a proper meal and easy access to toilets. I would suggest (no actually I demand) that an apology (again) is made not only to my mother but also the Care Centre - due to the fact that the nurse was out all of the day - they had to call in an member of staff not rostered for that day - to ensure that the nurse's shift was covered at an extra cost to the home.

I expect a reply/response by return.

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Responses

Response from Arriva Transport Solutions Limited

I am very sorry to hear that your mother experienced this poor level of service.

We would like to look into this further so we can provide both yourself and your mother with details of our investigation and any actions we have taken as result.

It will also provide us with the opportunity to apologise.

Our Patient Experience Team can be contacted on 0330 123 3583 and they will be able to take all the details of your complaint and guide you through the process.

Thank you,