Cancer patient's Arriva ambulance misery

Susan Kay

Susan Kay

First published in News This Is Lancashire: Photograph of the Author by , Reporter

A cancer patient making regular trips from Bury to The Christie claims a transport firm which takes her to hospital appointments has not improved — nearly a year after she first complained.

Susan Kay, aged 64, of Woodhill Road, Brandlesholme, uses an ambulance service provided by Arriva Transport Solutions, and says she continues to arrive late for appointments because her transport is late or does not even arrive.

She is undergoing chemotherapy at the hospital after her cancer spread to her lung cavity, and relies on the service to take her to and from the hospital in Withington.

Mrs Kay’s plight was highlighted in April last year, and she sent a letter to Arriva on December 9 to express her ongoing dissatisfaction, and says she has not received a reply.

Mrs Kay travels to The Christie for treatment in a three-week cycle. She says of the past nine times that she has used the service, she has regularly had to call Arriva to inquire where her transport was.

On one occasion, she was told they could not give her a time when the driver would arrive “because he was having his dinner”. She eventually turned up to hospital an hour late.

Mrs Kay said: “You get very stressed waiting for the ambulance, and when you are going home you see the same people who have been waiting for hours.”

Dennis Hajdukiewicz, of Greater Manchester Arriva Transport Solutions, said they had received a complaint, but said Mrs Kay has received an improved service.

He said: “An investigation was undertaken that highlighted areas where we could take action to improve the service for Mrs Kay and the other patients.

“We wrote apologising for any delays she had experienced and advised her of the actions we had put in place to improve the service. Since December, the service provided to Mrs Kay has improved.”

Comments (1)

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5:31pm Mon 17 Mar 14

deirdre5 says...

I can sympathise with Ms Kay.i've no family to take me to the Christie and am not ungrateful for the transport.However,it often just adds to the stress of being ill.A 1030 appointment can mean being picked up unexpectedly at
0730,enduring a magical mystery tour of Manchester before arriving late at 1145 then finally arriving home at 1830 after another 4 hour journey home..it's an exhausting day for someone with terminal cancer.It's even more distressing when no one at all turns up.The old PTS vehicles were amazing in comparison.
To the gent who said I should be thankful I'm getting there at all and why not a taxi=yes.I'm very grateful but I travel five times a week,a taxi return is
£47.00 a go and I currently receive £127,75 pw in benefits(having worked for 43 years.)
I can sympathise with Ms Kay.i've no family to take me to the Christie and am not ungrateful for the transport.However,it often just adds to the stress of being ill.A 1030 appointment can mean being picked up unexpectedly at 0730,enduring a magical mystery tour of Manchester before arriving late at 1145 then finally arriving home at 1830 after another 4 hour journey home..it's an exhausting day for someone with terminal cancer.It's even more distressing when no one at all turns up.The old PTS vehicles were amazing in comparison. To the gent who said I should be thankful I'm getting there at all and why not a taxi=yes.I'm very grateful but I travel five times a week,a taxi return is £47.00 a go and I currently receive £127,75 pw in benefits(having worked for 43 years.) deirdre5
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