Htg Uk Reviews 49

The worst ever experience. They were late, they took us to the wrong hospital, they made us late, and then they left us. After hours (!!) of calls and waiting, still left abandoned 70 miles from home with fractured pelvis.
Please, don’t stop here, they evidently don’t care about negative reviews. Indeed, no response here from them. They are regulated by ICB (Integrated Care Board). Report them to ICB. This is unacceptable, they are funded by NHS money. They have a duty of care which is a legal category and they should be made responsible for their neglect. Please all those who have had bad experience, report them!!

Terrible company, very poorly ran and organised. Whoever is responsible for logistics and planning clearly has no experience or neccessary skills for the role. Huge waiting times, no care or thought given for patients and couldn’t care less when reporting issues

Am a Dialysis patient in bmth .since this company took over am always late and can wait hrs to go home .also I know the company treats the staff badly with false accusations, missing pay .especially with the older more experienced staff .it use to be same staff getting me and now it's younger inexperienced staff that seem to take offence to anything you say but seems to be ok for them to be rude.even had 1 staff member who was picking me up from a hospital appointment who went over to another elderly couple who parked outside emergency department at bmth and started shouting at them they can't park there go round the back .
I could clearly see the elderly woman was In pain and upset.
Young lady said. Shouldn't park there not my problem .I was scared to speak all the way home .the driver gave her a dirty look but seemed scared to say anything to her .
Not impressed. The older staff are good .miss the staff that left.

I am significantly disabled, 71, with heart failure and about to embark on radiotherapy and possibly chemotherapy treatment for cancer.

If I need to go to my GP for an appointment, I get taken there by my wife or other family member, and because of that, I don't qualify for transport by HTG.

But my wife and stepson both have really important kry jobs and neither can leave to take me to hospital every week without their companies suffering significant harm.

What a wonderful service. NOT.

Where's the zero rating option?

If I could score zero i would. They left my wheelchair bound relative at eye clinic as he missed his pick up due to clinic delays. How on earth can you predict clinic delays. They waited 3 hours for pick up. Nothing allocated until I called them back, after the nurse had called them several times. This service is a disgrace leaving vulnerable users unable to access hospital appointments safely. I expect was cheap contract with no thought to how it runs. Telephone staff appear not to care about users being left for hours and hours. The contract is not being fulfilled safely, and I will take this further. Working with vulnerable people myself this service worries me greatly.

Unfortunately no choice to give zero starts which is what they deserve, truly awful service.
Renal patient and time dependent insulin user. Today my collection time was 4pm, no sign by 4.45pm so rang, twice operator after telling me they would check after roughly 10 minutes they hang up the phone.
Long story short arrived at 6.15pm only some 2 hours 15 minutes after collection time. Not the first time either, always late if they turn up at all.
If you can avoid to have any dealings with them i would recommend you do

The patient transport team went above and beyond for me, they took me from my bed down my 8 outside steps in a carry chair and back, they even put the bedding they had to move back, very friendly, efficient and on time.

Terrible service. Transport booked doesn't turn up. Phone up to find it's been cancelled. No phone call or text. No apologies. No idea how they have kept the contract. Absolutely despicable service. Treat staff terribly, no wonder such a high staff turn over. Nothing good can I say about the company but nothing bad to say about staff.

Worst company I've ever worked for.
Several of us joined at the same time and were thrown in at the deep end with no training or support in place from management. Bookings are left on the system with no intention of being fulfilled and service users not finding out until calling in to ask where their transport is. As a result of this, myself and others have been getting the back lash of understandable angry service users when this is no error of our own. Instead management seem to focus on minor things around how the booking is put on the system rather than the larger issue at hand being the multiple people let down every day.

Overall the communication is horrendous. Firstly internally between different teams/areas, staff trying to check times and not ever getting a response from that areas dispatcher or having a long wait everytime. Then secondly externally with service users and health care settings. No one is being made aware of delays/cancelations/time changes, which as mentioned before shows a lack of customer care and means that the call handling staff are getting the brunt of all complaints/aggression when its all down to management not running things properly.

I would not recommend this company as an employer or as a transport service.

30th September..HTG transport booked from home & back..Appointment was cancelled because they would not allow my wife to travel..
4th October..Appointment had to be cancelled for the same reasons..

21st October..HTG pick up from home to Appointment..That was okay.
However they where due to pick us up at 1530pm.To take us back home..Collected at 1730pm..Had to wait outside in the COLD with an open foot wound..

After returning home right foot was bleeding badly..

23rd..Another appointment was made for today..Classed as urgent.
Again HTG told me they could not pick me up before appointment..Cancelled again..

24th..Appointment..Changed again..
HTG advice the transport may or may not arrive two hours before appointment..Classed as urgent..HTG cancelled transport at very SHORT notice this morning..30 minutes before appointment..

Not happy with the advisors at there call centre..
NOT VERY HELPFUL..
Un professional.
Not understand the patients needs..
Staff are not phone friendly..
You are put on HOLD for over 5 minutes, before the call is re- connected..

Drivers try to do the best they can..

This company is so disorganised..

On the 24th..I had to book a taxi at very short notice..Not easy when your on UC..

29th..
A member of customer services got in touch with me & said that there would be a full investigation..Nothing heard back as yet..

29th..
I booked HTG for the 31st to again take me to a podiatry appointment.. Told that HTG should arrive at my home address around 1130am.( Let's see if they arrive)..Appointment is at 1340pm..Should be collected after the appointment around 1430pm.

Prebooked transport to get me home from eye clinic. Arranged pick up 1130, called to say clinic was running late, advised to call back when ready. Called at 1300hrs. Called again at 1355 to see how long - annotated by 1445. Called again at 1500 - told would be at least an hour. Didn't bother to call back to advise on delays.

Left me sitting in the heat with nowhere to get food or even a glass of water. If I were elderly I would have ended up hospitalised. Appalling service. If i could give zero stars I would

I am a dialysis patient at Bournemouth Hospital. HTG know what time I'm meant to be picked up on a regular basis and they are NEVER on time. Countless times they have been hours late while ive been left in the freezing cold or the sweltering heat. Talked to management who even opened a file on how this poor service was allowed to continue - nothing happened. Even last Friday I was made to wait an hour after 5 hours of dialysis on the hottest day of the year, and I wish this was an irregular occurrence but it isn't, I could probably go to say that since HTG took over from E-Zec, there has NEVER been a week where they have picked me up from dialysis on time every session

Very poor service took me to a hospital appointment said they would be back by 6 -6-30 no show by 7pm phoned them they had to find the vehicle when they did said it would be another hour before they got there very annoying as they had my contact details and didn't bother to let me know terrible service.

Do not think about working for this company. I got offered a job with them which I took, did all the training only to be told on the last day to carry a 12 stone person up the stairs using a carry chair 14 stairs 4 times. I was not told it had to be up the stairs at the interview only was told I have to lift 12 stone. You either had to try to do this or you are told you have failed the course after spending 7 hours a day 4 days in the classroom!!

They take a booking, the day before they text a reminder of your booking, then 2hrs later, with less than 24hrs notice before your appointment, they phone & cancel!! They have a glib suggestion: Phone the hospital & ask for another day!! Like getting a hospital appointment is THAT EASY!!!!!!!!!!!!!!

This organization seems to be a shambles, they ride around in “ambulances” that are made to look like emergency vehicles and obey little or no road rules, the other day I was forced to take emergency action as one of them on a two lane merge decided to pass me on the offside at the very last few feet of the merge. I tried to email them as per the instructions on the website but only got an undeliverable message back clearly if they can’t keep a website current there might be other issues. I also tried calling on the number on the website but got no answer. The best way to deal with companies like this is to send the dash cam footage to the Hampshire Police through the online portal and then contact the NHS procurement and contracts Department and ask why patients would be put at risk by being sent anywhere in this companies vehicles with drivers who seem to think road rules don’t apply to them

I would prefer to give this co.zero stars.Absolutely shambolic.I waited 36+hours to leave hospital ?my husband has arrived at app.2-3 hours late.Then had to wait 5hours+ to come home.Yesterday they phoned my husband @6.15pm.to cancel his consultant's app early this morning,I could give many more examples...The companyHTG.should NOT be running this important service for vulnerable patients.Disgraceful...

Worked there for over 3 and a half years. Didn't pay me my holiday pay when I left and no managers HR or anyone wanted to help. Worked from January until end March with no days off....this was/is MY money!
DO NOT WORK FOR THESE

It's now been 21 days since my review, and emailing CEO still no response to my complaint, the CEO apologized and promised a full investigation, it would seem they are no better at investigating than patient transportation.

I have found this service appalling, I have now booked transport with them for the second time only to be told that the transport I need is not available. I have no choice but to book through this company as I am currently on benefits. The round cost to get a taxi there would be £150.00 of which I don't have. I get the appointment from the hospital and book it with them weeks in advance only to be told the day or 2 days before they cannot collect me. What's the point in running this as a service if they cannot deliver a service where you book what you need 4 weeks in advanced. The crews are great, the controllers could run a p*** up in a brewery.