Emedgroup Omdömen 114

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 couldnt
get 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.

The customer service employees have no empathy. They are rude an disgusting. My blood results came in rate at 4pm
Cutoff point Is 3pm. I have weekly chemos and blood results can come out rate sometimes. I am not able to drive for treatment tomorrow 😫 which means no chemo for me. There is also a way to deliver bad news without being patronising and rude. There is very rude woman and a man on the phones. If you you need any more info please email me sarah

Prior to Emed taking over the West Sussex Ambulance Transport Service, when run by the NHS this was very good. Since the takeover of the service by Emed a few months ago, the service has declined to that of an unprofessional service with badly trained ambulance transport staff who treat patients with disrespect and place them in danger. If they get it in for someone, they WhatsApp each other to make sure that a patient they have taken a dislike to is treated in a dangerous manner. Their drivers are incapable of reversing up a driveway with adequate space to load a patient. Badly trained in my opinion. It seems the team of operatives are controlled through WhatsApp by Rhonda, a most disrespectful and non cooperative operative. And, when one complains to higher authority, the complaint is whitewashed in favour of their unprofessional & uncaring operatives. Everytime they have been to collect me they have argued as to what they cannot do. Never use them.

My husband is 97 years old and more or less wheelchair bound, he had an eye appointment. Pickup to hospital went well, two friendly and helpful young ladies turned up on time got us to RBH Reading by 1.00pm for appointment allgood so far. When it came to being picked up to go home I rang o let them know we were ready for pick up at 3.30pm waited and no show, the staff at the hospital rang to see what was happening, after numerous call and no show in desperation I contacted our daughter-in-law who had to do an hours drive during rush hour in the rain to rescue us. My husband is very immobile so we had difficulty getting him into the car, got home about 7.30pm. It was very distressing for us both.

Unreliable.
No notification of arrival for pick up.
No consistency.
Taxis often sent. Why?
Makes me anxious waiting around and hearing nothing from anyone regarding time.
No way to check.
Terrible service

Well I tried to make an appointment for Tuesday 21st October spoke to an assistant who asked me criteria questions such as can I make my own way to the hospital etc, I explained that I was going to a different department for a test linked to my cancer treatment. She puts me on hold and comes back two minutes later and says I cannot have the transport because I am not having my cancer treatment on that day. I explained that my oncology consultant referred me to the cardiology dept . She was dismissive. I asked if I can speak to a supervisor and was told she's not available and that I can call back. I must admit I was a bit short with the assistant but was not rude.

We was collected today 14:10:25 from the JR trauma by a lovely man called Adrian he was very polite helpful professional chatty and very careful.. he was gentle with my mum who appreciated it highly recommend this service

Absolute shambles. But I do want to reiterate that this review doesn’t involve the drivers or assistants, who are always pleasant and are obviously working hard to deliver a service when clearly the company they work for couldn’t organise a chimps tea party.
Three times I have booked transport to take my mother to her hospital appointments and on every occasion the transport arrives late. The last time we were 35 minutes late and the consultant said if we were late again we may have to cancel the appointment and rebook.
Each time the driver arrives they say my booking only just gets put on their jobs list with half an hour notice, even though the day before the company ring to confirm the booking.
I rang to give feedback but who knows if they will take any notice.
I now have given up using this company and have to pay nearly £80 for a private taxi.
Again .. absolute shambles.

Having to use EMED due to accident I had I have no issues with them everytime they have picked me up and dropped me home. They were great with calling me to tell me they were on their way to get me to take me to the hospital for my appointments. When I was delayed with my appointment I spoke to a lovely hospital liaison officer who sorted out my return transport and although had to wait a bit of a while for transport the crew was lovely.
I was late to an appointment once however they had already checked with the hospital that I would be seen and made sure that there was no issues with my return home.
The only issue I had was I had a crew who came who didnt have a piece of equipment (electric carry chair) to help get me down the stairs easier however the crew were great and worked out how to get me out without it.

Rude, untrained staff, late. I actually don’t want to write a lot about this company as I do t want to waste my time on them! Should be closed down. Worse transport in Sussex in my life!
I had no choice than to go private and use platinum ambulance! Now they really do care and I couldn’t ask for a better service

Before I get into the bad, I would like to say the 2 people who showed up to pick me up were amazing, polite and kind… but I would absolutely never use this service again.

I live alone and needed help getting home/up the stairs after foot surgery and was advised to book in with EMED. I called up and they said my address didn’t exist on the system (even though I’ve lived here for 10 years and it is not a new build) and I’d need to call back later… oh well that stuff happens. Well I called back got it all booked in and they said be ready to leave at 9 am.

Day rolls around I’m ready at 9 am. No one comes… I call to check on it as I’ve had no confirmation no emails no anything… yep on their way… 10.30 they showed up! I could have run errands with that 1.5 hours! Anyway again that stuff happens… get to my 11 am appointment, done by 11.45, called to arrange collection… THEY CANT PICK ME UP TIL 3 pm?! 3 HOURS I would have had to sit in the waiting room!!! After 1 hour, I gave up, hobbled out the door, got a taxi and had to go up 3 flights of stairs on my bum, very very slowly. I’m now in pain and annoyed.

I don’t know why you would book me in for times you can’t do? Don’t tell customers ready for 9 if you won’t come til 10.30. Don’t tell customers their appointment is an hour and be ready to go at 12 if you can’t come until 3…. It’s a joke.

I would give 0 stars! (Sussex)

Consistently late, consistently rude on the phone or just don’t show up at all.

I feel their staff haven’t had the appropriate training so I feel unsafe.

I have ended up using a company called Platinum Ambulance who are a paid service but they were first class and not a lot of money in all honesty when you look at what you get from them. My worries of missing appointments are over.

Shame on you EMED

so incompetent patients are the last things they care about. sooner they loose NHS contracts the better.

I needed to organise hospital transport for my elderly neighbour. I told them pick up time. Their response we will get there anytime in the 2 hour slot. This would have meant appointment would get missed and they expect elderly person to wait around for 2 hours and then rush out once the transport arrives.
This is unacceptable and I am surprised they allowed to operate this service for transport to and from hospital. Council really need to assess this service and find a better alternative.

EMed ambulance was booked by hospital on a Tuesday & confirmed for a Friday to bring my husband back from Yorkshire to Berkshire after 2 weeks away from home.
EMed took the booking then cancelled it late on the Thursday saying they could not find a crew.
Surely you find the crew before saying that job is booked???
Extremely poor so would not recommend this company on that experience!

I have a very negative opinion of EMED since taking over patient transport. The call handlers cannot make decisions they always send emails to managers who never call back or communicate back. Having to travel to London for cancer treatment and investigations I have stress as time slots are minimum required if rush hour. I’ve been late and cannot then have my investigations. If late for chemo it means I can be waiting hours longer making my patient journey insufferable. I have in the past been stranded in the hospital with no transport home or not knowing how long they’re going to be. When poorly post chemo or in pain with nowhere comfortable to lay etc it’s awful. I dread going to London and relying on EMED patient transport. Every call to arrange I end in tears. It was arranged that I could have wait and return transport as I live on Sussex coast and appointments in London are only 29 minutes sometime. Since EMED taken over they no longer offer me this. I’m post surgery in pain have painful tumors down my spine I cannot sit too long or stand too long. I know there are patients worse off than me. It’s so sad. I worked for NHS 30 years now I’m on other side. Nurses and doctors amazing! Most of the drivers amazing! It’s just their call handling and management not cutting it.

Shame this only goes as low as one star. My father is wheelchair bound and requires transport to reach twice weekly hospital appointments. Well over half the prebooked appointments either turn up hours late or never arive. updates are rairly given and staff on both the booking and enquiries lines have hung up on us.

I cant fault the ambulance crews, all the ones that have arived have been very profesional and safe drivers. Its the orgonisation and bookings team that let us down.

Twice I have been let down by this company, unable to get to appointments until 2 hours later, they book you in but have no one available at the right time to provide a service. Had to pay for a taxi and then abandoned after the appointment as they refused to honour the return journey . Waste of tax payers money

I m disabled cancer patient living alone using their transport for my hospital appointments. It’s terrible service their transports always late more than 2 hours to pick you up from hospital or home . My spine operation was 11 am they came to pick me 2 pm . I was so stressed calling them and person on the phone has no idea how NHS works saying you can just let you doctor know you are going to be late. I had doctor waiting list 2 years he booked in operations all day and she thinks on NHS we can just tell doctor we want to have operation 2 hours later . She also said you are written down to xtrays I don’t know who made that up at the end of phone .
Another occasion I was taken 1 hour late to my 1 pm oncology appointment doctor was so angry , she would only see me after she finished all her patients which meant I had to wait until 4 pm just sitting on wheelchair . They just dropped me and gone I was alone no one to help .
I had major breast cancer surgery discharged 11 July 25 from wexham park in the morning. Transport supposed to pick me 2 pm but they completely left me there and day staff gone home only night driver noticed ( by the way no one informed him either ) came pick me 9:00 pm . I missed my carers help comes 7 pm with major surgery arriving home alone no one to help.
I had stitches all crossed to my abdomen and 2 breast from breast cancer large DIEP operation male driver insisted I put seat belt which goes all over the stitches and pressure damages . His excuse he needs to cover himself up for rules in the expense of damaging my stitches . No empathy or commen sense .
My out patient appointment finished 3 hours ago even it’s booked 2 weeks ago for 10:30 pick up they are still not here at 1:30 pm . With operation stitches sore and slipped disc and knee injuries m sitting very uncomfortable outpatient reception chair in pain exhaustion, hungry infected stitches . What’s worse I called them twice their phone answers today said they will be here but no one comes. I feel like crying and about to faint considering I left home 8:30 am this in total already 5 hours sitting and waiting painfully uncomfortable reception chair in Wexham hospital. Probably will be another hour or 2 for them to pick me and drive home for an hour ; I will be more ill and spine damaged by the time I go home.
Only drivers they come fast and on time when Emed. Drivers can’t come from Berkshire and Camberley contract out to London . Even they are further these guys mainly black fast , kind and on time .

My mum has used this service several times in the last 6 weeks and always been treated really well. Lovely staff.
She has been transported from one hospital to another and taken back for outpatient appointments without any trouble or fuss.