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
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