Emedgroup Bewertungen 113

JM, CL, IT, YC and K.A.V all at Burgess Hill are a pack that are happy to whichunt staff that have raised concerns about bullying at Burgess Hill, they are a complicit team of hunters who led by JM seek out anyone that may possibly have issues with other louder brasher or over enthusiastic Team Leaders and should you make a complaint of any sorts JM will pass it down to the others to carry out botched whichhunts against these staff to either force then to leave or to get rid of them, each plays thier part very well and it's all overseen by CS the CEO who is aware of these issues, just look at indeed reviews and glass door reviews to get an idea of the management culture at this place

i am disabled military veteran 14 years king & country, my gp at my surgery wanted me to have chest x ray ,,,as ive lost use of my legs now need wheelchair door to door to attend appointment ,on 24/3/26 10 am i was ready for emed collect me from home ,but they cancelled transport ,reason emed staff sickness. so i made another appointment 27/3/26 12.15 i was told no letter sent ,,again was ready but emed cancelled transport again, i kept my gp aware via email, i rang x ray dept to explain i cant attend ,they said although you where told 12.15 appointment it was actually 10.30 ????? again not my error, i made 3rd x ray appointment 7/4/26 12.15 ,Emed arrived 10.30am with broken wheelchair,only 1 foot plate,they where kind polite ,they said cant leave strait away as phone used as satnav they said low battery they got charge it, i got to x ray dept in wheelchair but they said they needed the wheelchair so i had sit on normal chair, when i was caled for x ray i had to explain i need wheelchair get to x ray, they looked around said there are no porters around ? found wheelchair ,i had x ray, then i was wheeled back to waiting area ,phoned EMED said finished can go home, sat there another 2 hours, no emed, rang again emed said transport take me home 19.30, that would be 9 hours in x ray dep ,no one to push me get cup tean food etc, i told my friend who lives in over long way from addenbrooks,he insisted picking me up take me home,thankyou ,but moaned & moaned at me, this whole experiance was unpleasant, i wont use emed again, if i have appointment i will ask my niece to take me if she can. this EMED is desaster ,it doesnt function for wheelchair disabled people . when on phone to EMED ladies are very polite helpfull, on phone, a recorded msg says if you would like give feedback at end call , tell operator, i did & male emed opperative said he had no idea how to do that.

Our daughter is a patient in a mental health hospital, once again today they turn up late, as they so often do... then refused to take her to her new mental health hospital because she had too much luggage, only allowed for 2 bags 😆, what person in full time care for almost 7 years has only 2 bags of belongings when moving. Its shocking as they were in a big ambulance. I must say our local sussex based staff have been pretty good to be fair but these london based were so rude to staff and caused my daughter so much stress on what was supposed to be a great day. 😪
This is not the 1st time its happened, last time they turned up they forgot she was in a wheelchair and unable to take her, causing her to miss her hospital appointment.. they are really poor and some of them very rude too!

If I am not relating on transport will never use them unfortunately I have lots of health issue 3xa week on dialysis and the other patients I am going into they already gone and the transport was book with them in last minute they changed and I wait another 1,5h to some one pick me up make me very upset happening very often the ambulance crew is very nice but the organisation is very very poor what the waiting the tax payer money just would like to any one who’s doing the booking be in the patients shoes only for one day and expecting this service 🙁🙁👎👎

Where do I even start? I guess letting you know we are on formal complaint number 4 and only had to use the service for 3 months! I have never heard of people more disinterested in problem solving and doing their job. And this irks top down. Some of the actual crew members have been lovely, but others awful. For example refusing to take patient because they hadn’t got the charged equipment, and leaving the patient alone and sobbing despite being told someone was in their way and would be there within 5 minutes. They hadn’t even left the address just sat outside waiting for next job, but couldn’t wait with the distressed person they were abandoning.

Issues:
Their complaints service is inaccessible. If you do manage to get through to it, get the patient consent signed etc, they still traumatise the patient by calling them and leaving patients feeling threatened that complaints need to be withdrawn for them to receive a service.
2) not bothering to do a return home journey and abandoning elderly patient overnight. Patient was already discharged from day visit, so no way for them to get even basic care overnight as transport just didn’t turn up.
3) turning up to jobs without the correct equipment or without having charged it. Rather than problem solve, just cancelled the job (for a vital appointment at the Marsden, pushed patient well outside the two week pathway they were on for gaining access to treatment, given cancer is aggressive this may have devastating impact).
3) refusing patients with communication difficulties (deaf/learning needs) to be supported by a carer, despite their online policy saying this. Staff member said it was only allowed if person has dementia (an outright lie according to their website).
4) causing multiple DNA appointments to NHS as they just turn up and refuse to take patients to appointments multiple times.
5) being ridiculously late to collect people to return home after appointments despite being booked. Patient was left for 4 hours, multiple telephone calls by busy NHS staff who were handing over notes to staff about how many calls, how many promises etc. When the service get in touch with patient to give a final eta for collection, they say things like ‘we weren’t notified you were ready’ despite there being evidence of carers (who have to travel separately) hearing and seeing multiple staff do this.
6) as noted in points above multiple lies and falsifications from staff both about service eg refusal of carers, about eta times, and lieing about hard working NHS staff who have repeatedly contacted them for collection of a patient.
7) after failing to take elderly patient to first cancer appointment, were informed patient would be “prioritised” for next appointment. Turned up 1.5 hours late for pick up. We had to leave an independent witness with patient. If said witness wasn’t there, transport would have been refused again as they said they didn’t have equipment or didn’t know how to use it. Witness made them find it and take person. If person was alone, they would have been abandoned again. They were so late in arriving that they left 30 minutes for a one hour journey! So patient was over half hour late for appointment and nearly classed as DNA again and therefore discharged. Only that carers had travelled separately and could advocate at hospital. Patient was so distressed by the service again they were in an emotional state prior to a stressful appointment.
8) service is so poor we genuinely worry that patient will be abandoned at hospitals and refused transport repeatedly. Their idea of prioritisation is to nearly abandon patient again, arrive super late and not know where their em equipment is/how to use it.

Honestly if there is any way we could avoid using this device we would. It’s been far more stressful than the disability or illness patient is experiencing. Patient is traumatised by the service so much. I wish there was a way to award no stars. They don’t even deserve 1!

Appalling service. Today my wife who is 79 and stroke patient with Parkinsons was due to be transported home after 9 weeks in hospital. Transport booked for 1pm never showed up and at 8pm this evening hospital forced to cancel and rebook for tomorrow and keep my very upset wife in for a further night. With such a shoddy unreliable service, Emed should have any contracts with NHS terminated as soon as possible. How many other patients will have to put up with this disgraceful service before NHS takes action??

Arrived late to collect serverly disabled lady from her home. Then finally collected her from hospital almost three hours late. Obviously short of staff and/or vehicles.

I wouldn't even give 1 star
Absolutely discusting company

Vulnerable patients waiting 4 to 5 hours
And it happens regularly

I my self as a cancer patient have cried and been so poorly waiting for hours on end & they don't care when you call

Also my elderly farther whonis wheel chair bound in 2 days running waited 4 to 5 hours in pain in his chair so so sad and upsetting

I feel with so so many issues it's time for something to be done ... shouldn't be allowed to get away with this anymore

Just like to say what a fantastic experience we have had over Christmas and new year. My husband Al, badly broke his leg three weeks before Christmas, he is unable to put weight on it or walk. Andy and the ambulance crew serving reading and surrounding area have taken my husband to hospital for appointments etc. nothing is too much trouble on time and in a fairly difficult location it has taken a lot of pressure off a very stressful situation a big thank you

I have used this service several times and they have never been on time
Last week I was given a time for pickup from hospital and they were 3 hours late, which meant I had to change my care arrangement. Today the hospital arranged for transport at 6 30 to take me home following an
operation and they rang at 6 to say they couldn't do it earlier than 2 a.m!
I now have to stay here overnight. The only redeeming thing is that all the ambulance workers have been caring, friendly and apologetic for something beyond their control.

I work in a hospital where EMED is used for patient transport. Their service in the last year has decreased in quality. We advise patients to not use transport after midday and even then we sometimes have elderly/disabled patients waiting 8+ hours to get home. They are a safeguarding issue. ETA times are often changed last minute and we have no control to mark patients as ready.

Was left stranded today at Southampton hospital no one bothered to phone me and tell me that they will not be picking me up from hospital finished chemotherapy and radiation treatment @ 4 pick was scheduled for 5:30 when l called the lady who answered just cut me off the phone and said there is nothing I can do just keep waiting before she slammed the phone what a horrible service from a west Berkshire agent so disappointed only got home after borrowing taxi as such things require prior planning

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 delusional
This 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

One star is generous for this shoddy organisation. It is impossible to comment on the quality of its communication because it makes no meaningful effort to communicate with the customers who rely on - and pay for - its services. When bookings are cancelled, no notification is given. Instead, customers must endure long, frustrating phone calls only to discover that previously arranged transport has been cancelled without warning.

After that, it becomes a matter of luck whether transport will be arranged at all. Today, I waited six hours. Despite being assured that transport was on its way, nothing ever arrived. I was told by Emed that 52 other patients were also in the queue to be allocated transport, as if the scale of the problem today should make me feel more generous when badly let down.

I have now written to my MP, the Secretary of State for Health and Social Care, Care Quality Commission, PALS, and the hospital trust, in the hope that others will begin to question why taxpayer funds are being directed to a company that appears unable to carry out even the most basic tasks that other providers manage with ease.

My husband and I are both mobility impaired, he uses a wheelchair and I can use a mobility scooter. Lorraine and Adrian were amazing, helpful, friendly and thoughtful, They got us to his appointment on time and coped with all our difficult issues really well. The controllers had not told them about my scooter, so that was not easy, but they’re really good.

I’m a former worker for Emed or Emess! This is the truth behind the scenes, well to start of with there is no care from
The management towards staff nor patients, they don’t care that patients are late for appointments nor late being picked up. Control don’t care about anyone. The trust in the company isn’t there and anything that is discussed between yourself and management is discussed with everyone. They don’t let you have breaks they make you work long hours without a break again no care from neither management or control. They make you run over on your shift again no care. This company is dangerous and way out there depth, they treat staff with a lack of respect. There is no care. When you tell management that patients are sat to go home for 4-7 hrs they don’t care just like oh well. Patients should stay away from this company.

My mum is 92 and being treated for cancer. She has limited mobility. Until recently, the ambulance service took her to hospital and there were no major issues with the transport. This time, something called 'Emed Group' went to collect her. They refused to take her because they were 'not allowed' to use her wheelchair (it had always been used before). They had their own wheelchair but apparently were not allowed to use it, because the booking had not specified that they could use their own wheelchair if need be. My mum not only missed an ultrasound appointment but Emed did not contact me (the notes requested them to call me if any issus arose). So my mum was left at home immobile, stuck in her chair, from 9.30 until her carers came back at 5pm (we had cancelled the lunchtime visit because of the hospital trip), no food, no drink, unable to go to the toiiet, so she soiled herself. .EMED did not call me nor her care agency.
Giving one star only because no stars isn't a clickable option.

I work as an ACA and this is a very poor company to work for indeed. They do not care about their staff on the ground, just about profit. Theres around 5+ contract variations floating around and most current staff do not get enhanced rates over the festive period. How that looks, im on minimum wage which is £12.21 but my colleague, doing the exact same role as me is getting £24.42 an hour PLUS they get their breaks paid for which we dont. None of this is explained when you have your interview or receive your contact. You find it out purely because others have said they get double time to your surprise you dont!!!

The vehicles we use are just horrendous. Continually having issues only to have rubbish repairs done, then it's something else the next week. We've had to jump start one ambulance at 5am in the morning. The community buses theyve brought it are barely fit to be on the road. You attend a patients house with no "ambulance" printed on the side to be seen. They still have EZEC on some ambulances because they are too tight to remove them and replace with the actual company name EMED. They took over in May 2021!!!
This company is purely out for profit. Its made millions and millions yet it takes and takes from its staff and patient care. Some poor patients have had to wait 2hrs to get picked up from the hospital and be returned home.
Their day to day planning of routes is awful. Staff working have to sort things out amongst themselves most days. The control room talk to you like shit on your shoe, even though we are all supposed to work together.
You dont get any sickness pay, only SSP which is peanuts. Others get 6 months full pay, then 6 months half pay.

DO NOT WORK HERE

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.