Review Time
I had an ambulance transfer arranged from one hospital to another at 4:00 PM for an MRI, which was supposed to take about an hour. The staff who organized the transfer didn't clarify the pickup time, as they indicated it was a drop-off and wait situation. Upon arrival, the pickup was timely, and the staff was pleasant, but the ride was extremely uncomfortable due to the poor condition of the vehicle. I have a serious back injury, and the bumpy ride aggravated my condition.
When I arrived at the second hospital, I was informed that my pickup was scheduled for 5:30 PM, which I confirmed. However, when I finished my appointment and returned to the reception at 5:30 PM, there was no ambulance in sight. After waiting 20 minutes and making several phone calls, I finally reached a representative who informed me that a taxi would take 40 minutes, pushing my wait time to 6:30 PM. This was unacceptable, as they claimed to guarantee pickups within two hours, yet it was clear that their timing was off.
After much frustration and wasted time, I managed to contact the service again around 7:30 PM, only to be told that my long wait was not their fault. They seemed to imply that if customers organized themselves better, there wouldn't be issues. In the end, my partner came to pick me up. The service failed at multiple levels, except for the few kind staff members trying to manage the chaos.
It's baffling that, with a large contract, they don't have real-time tracking for their vehicles. Why is there such disorganization in their scheduling? Why was I misinformed about the pickup time? The online booking system also allowed me to arrange a trip that they clearly couldn't fulfill. It's evident why this service has a poor reputation; many users share the same frustrations. They won't improve until they acknowledge their shortcomings and take action.
I had an ambulance transfer from Epsom Hospital to Ashtead Hospital pick up 4.00pm for MRI which would be 1 hour process including a bit of this and that on 40 minute scan. We didn't discuss pickup time because the staff on the ward who organized the transfer advised it was drop off wait and return They didn't invent that it was the arrangement they made. Arrival on time at Epsom and very pleasant pickup lady with wheelchair. Loaded on the ambulance truck and headed for Ashtead on the back roads bouncing off every bump and pothole -I have a serious back injury so no springs on this old bone shaker of van made my bones shake and very uncomfortable ride. On arrival at Ashtead about 4.30 discussion about pickup I said 5.30 the driver spoke to someone at HQ who also advised pickup 5.30 so at 4.30 that was ok - I said see you in hour she said no it will be another driver will pick you up at 5.30. Straight in to the MRI early so back in reception by 5.30pm I looked at the clock - no ambulance outside the door. The hospital was empty but lit up the reception lady sits facing the arrival door so can see coming and going of all vehicles to main door no sign of pick up. I waited 20 minutes or so and phoned several numbers eventually got through to pleasant lady at EMED who advised taxi will be 40 minutes which by then meant 6.30. Well she said we guarantee pick up no later than 2 hours from arranged time but drivers have advised this will be about 40 mins. Btw an hour isn't about 40 mins but knowing how these things go I thought to myself probably closer to an hour which is outrageous - any transport firm who think missing their pickups by 2 hours is doing a good job is surely delusionalThis is already too long so speeding up - lots more waiting lots more wasted phone calls I eventually got through to EMED switch board about 7.30 spoke to another lady who basically advised that the reason that id been sitting around in lobby of Ashtead hospital for 2.5 hours in my pajamas waiting for them to pick me up was all the fault of anybody else and nothing to do with them – they had done their best job if only their customers could organize themselves properly there wouldn’t be problem. After that call I phoned the Mrs and she picked me up and ran me back to Epsom EMED fail at every level except the pleasant staff who are running round trying to plug holes in a sinking ship. Why doesn’t this organization with it’s no doubt huge NHS contract have real time mapping of it’s vehicles movements a la uber? Or if it does why isn’t their vehicle planning much better organized why does the driver who says somebody will pick you up in an hour when the answer is three hours not have better systems and information why does the phone operator whose job it is to keep customers informed say 40 minutes when the answer is three hours that’s fourth division rubbish taxi firm behaviour why is the online booking system allowing its key customers to book trips it cannot fulfil. Why is the organization not providing the transport that fulfils the need of its key customers. last why only because Im losing the will to live – why did the telephone operator phone back to apologize but again confirm it’s not her fault and that actually the ambulance turned up at 5.30 and nobody was there- very obviously untrue because I was looking at the carpark at the entrance at 5.30 with the reception lady - Complete fiction – maybe something misunderstood somewhere maybe someone telling porkies?There is a reason EMED have a 1star rating it’s because many users agree they’re a rubbish organization - they will never change until they get thrown out or recognize their own failings and do something about them
One star is generous for this shoddy organisation. It is impossible to comment on the quality of its communication because it makes no meaningful effort to communicate with the customers who rely on - and pay for - its services. When bookings are cancelled, no notification is given. Instead, customers must endure long, frustrating phone calls just to discover that previously arranged transport has been cancelled without warning.After that, it becomes a matter of luck whether transport will be arranged at all. Today, I waited six hours. Despite being assured that transport was on its way, nothing ever arrived. I was told by Emed that 52 other patients were also in a leu to be allocated transport, as if the magnitude of the problem today should make me feel more generous when badly let down. I have now written to my MP, the Secretary of State for Health and Social Care, Care Quality Commission, PALS, and the hospital trust, in the hope that others will begin to question why taxpayer funds are being directed to a company that appears unable to carry out even the most basic tasks that other providers manage with ease.
My husband and I are both mobility impaired, he uses a wheelchair and I can use a mobility scooter. Lorraine and Adrian were amazing, helpful, friendly and thoughtful, They got us to his appointment on time and coped with all our difficult issues really well. The controllers had not told them about my scooter, so that was not easy, but they’re really good.
I’m a former worker for Emed or Emess! This is the truth behind the scenes, well to start of with there is no care fromThe management towards staff nor patients, they don’t care that patients are late for appointments nor late being picked up. Control don’t care about anyone. The trust in the company isn’t there and anything that is discussed between yourself and management is discussed with everyone. They don’t let you have breaks they make you work long hours without a break again no care from neither management or control. They make you run over on your shift again no care. This company is dangerous and way out there depth, they treat staff with a lack of respect. There is no care. When you tell management that patients are sat to go home for 4-7 hrs they don’t care just like oh well. Patients should stay away from this company.
Hi, just to point out news in the above print thus week, 2 transport staff hospitalised in Sussex this week overnight due to suspected Carbon monoxide inhalation from an Emed ambulance. Someone on here said they felt unsafe as a patient on Emed transport, well strooth travel at your own peril people
A shameful organisation dealing with vulnerable ill clients. I waited over 3 hours in hospital after a painful procedure ringing for updates every hour, as they told me to. Even the nurses couldntget an answer as to when I could be picked up. Eventually I gave up waiting and got home via 2 taxis and a train journey - whilst in pain. An awful experience.
My mum is 92 and being treated for cancer. She has limited mobility. Until recently, the ambulance service took her to hospital and there were no major issues with the transport. This time, something called 'Emed Group' went to collect her. They refused to take her because they were 'not allowed' to use her wheelchair (it had always been used before). They had their own wheelchair but apparently were not allowed to use it, because the booking had not specified that they could use their own wheelchair if need be. My mum not only missed an ultrasound appointment but Emed did not contact me (the notes requested them to call me if any issus arose). So my mum was left at home immobile, stuck in her chair, from 9.30 until her carers came back at 5pm (we had cancelled the lunchtime visit because of the hospital trip), no food, no drink, unable to go to the toiiet, so she soiled herself. .EMED did not call me nor her care agency. Giving one star only because no stars isn't a clickable option.
I work as an ACA and this is a very poor company to work for indeed. They do not care about their staff on the ground, just about profit. Theres around 5+ contract variations floating around and most current staff do not get enhanced rates over the festive period. How that looks, im on minimum wage which is £12.21 but my colleague, doing the exact same role as me is getting £24.42 an hour PLUS they get their breaks paid for which we dont. None of this is explained when you have your interview or receive your contact. You find it out purely because others have said they get double time to your surprise you dont!!! The vehicles we use are just horrendous. Continually having issues only to have rubbish repairs done, then it's something else the next week. We've had to jump start one ambulance at 5am in the morning. The community buses theyve brought it are barely fit to be on the road. You attend a patients house with no "ambulance" printed on the side to be seen. They still have EZEC on some ambulances because they are too tight to remove them and replace with the actual company name EMED. They took over in May 2021!!!This company is purely out for profit. Its made millions and millions yet it takes and takes from its staff and patient care. Some poor patients have had to wait 2hrs to get picked up from the hospital and be returned home. Their day to day planning of routes is awful. Staff working have to sort things out amongst themselves most days. The control room talk to you like shit on your shoe, even though we are all supposed to work together.You dont get any sickness pay, only SSP which is peanuts. Others get 6 months full pay, then 6 months half pay. DO NOT WORK HERE
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