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Original feedback for

Suffolk Non-Emergency Patient Transport Service (NEPTS)


Not up to an expected standard.

On July 10th 2018 my 86 year old mother in law with complex needs, including Parkinson's was due to attend Dr. xxxx's outpatient clinic for a 2.30pm appointment. I arrived at the clinic at 1.45pm in case the transport arrived early. However, my mother in law arrived in the clinic an hour late for her appointment. By this time, she was anxious and concerned. She was uncomfortable, as she had been sitting in a wheelchair for hours. There was a lot of anecdotal evidence in the clinic that delays has been a common occurrence since the change of supplier earlier this year. This is unacceptable.