Scandal-hit security firm G4S has received ‘unprecedented levels’ of complaints after taking over a private ambulance service.
A scathing report reveals it has had 1,700 complaints since it began to transport patients unable to get to and from hospitals in Medway and Kent for free last year.
One angry patient reported missing an appointment she had waited a year for, others criticised the free service for being routinely late.
The family of a terminally ill man claimed he was forced to endure a day wait to be taken home from hospital, wasting precious moments.
It follows a chain of worrying allegations against G4S in recent years, as the firm has been heavily criticised for its shoddy service in prisons, detention centres and at the 2012 Olympic Games in London.
Medway Clinical Commissioning Group, which plans and pays for primary health services, has called for urgent action from the firm.
The performance report, published by Medway CCG, announced it was ‘concerned’ and has asked for the issues to be rectified.
Medway Clinical Commissioning Group (which runs Medway NHS Foundation Trust), which plans and pays for primary health services, has called for urgent action from the firm
It said: ‘We are concerned about the unprecedented level of complaints regarding the service and the way in which G4S is handling and responding to complaints.’
‘The commissioners sought urgent action to rectify the common themes emerging from complaints and to improve the complaints process so they are managed in a timely and professional manner.’
Taking over the contract
G4S took over the £90 million contract at the start of July last year, when troubled previous operators NSL opted not to seek a contract renewal.
Between July 2016 and this July, G4S received 1,774 complaints, with 1,170 of these relating to lateness of journeys for outpatient appointments.
A performance report discussed by Medway Council shows that G4S has not been meeting key targets set upon them.
The council’s health overview and scrutiny committee has been told vehicles and staff are not always sufficient.
G4S previously admitted teething problems and in March said it was mobilising more staff to deal with a greater than expected demand.
Action taken
Medway CCG issued G4S with a notice to improve in July. An action plan was drawn up which included a review of the complaints policy.
It was also devised to revise the complaints process and improve the reporting and response times of the private ambulances.
Progress is currently being monitored and as of August 21, 60 per cent of the actions had been completed.
The remaining actions are expected to be completed by the end of this month.
Russell Hobbs, managing director for non-emergency patient transport services at G4S, defended his firm’s record.
He said: ‘We have experienced high demand for non-emergency patient transport services and have taken steps to improve patient awareness of the complaints procedure.’
What did G4S say?
In August, G4S provided 28,681 journeys across Kent and there were 38 formal complaints raised.
Mr Hobbs said that this ‘represents less than one per cent of the total journeys undertaken’.
He continued: ‘We take every single complaint seriously and thoroughly investigate each concern.
‘We have also improved the way we handle complaints when they are received, including training additional staff.’