A LYDNEY multiple sclerosis sufferer who depends on Arriva Transport Solutions to take him to hospital appointments was left waiting for eight hours after an administrative mix-up.

Dean Attfield was with his partner, Deborah Andrews, at Gloucester Royal Hospital last Monday undergoing regular treatment. After his appointment he was told by a nurse to wait in the discharge lounge and she would call Arriva Transport Solutions to take him home. However this was at 3.40pm and the out-patient ambulance arrived at 11.30pm.

Deborah Andrews said: "Dean was becoming increasingly distressed when the transport was taking longer than normal to arrive. He wouldn't eat because he was concerned that he wouldn't be able to use the toilet. It was awful.

"Usually the ambulance arrives within 40 minutes, however when we asked a nurse at the hospital where it had got to she just said 'it was on its way'. To be fair staff at the hospital were fantastic and the ambulance crew, when they arrived, helped me get him into bed as it was late at night and I couldn't manage by myself.

"Dean was diagnosed with MS back in 2006 but his condition has deteriorated more recently, which means he will have to go for more regular appointments. He has no mobility and struggles with his speech and vision. This transport is the only way he can get to and from appointments. I am deeply angry and upset that it has upset Dean and I have no confidence in this company at all."

Arriva Transport Solutions say the hold-up was due to an incorrect booking of transport that would suit Mr Attfield's mobility needs. A taxi was booked and when they realised his wheelchair would not fit they had to assign a more appropriate vehicle to come.

This isn't the first time that Arriva Transport Solutions has faced criticism. The company, which was set-up in 2011, is a specialist transport business within the Arriva group offering bespoke services to meet specific transport needs across health and social care sectors.

In December the company was slammed in the national press after it was reported thousands of patients were forced to wait more than two hours to get to hospital after the ambulance service was taken over by a private bus company to cut costs.

Asiya Jelani, head of communications and engagement, Arriva Transport Solutions said: "We are very sorry to hear about Mr Attfield's delay returning home on Monday. Any delay of this nature is unacceptable and we would like to offer a sincere apology to Mr Attfield.

"As a provider of non-emergency patient transport, our patients often have complex and individual needs, and sometimes this means that delays occur if the information given at the time of booking is not accurate. We continue to work together with our NHS partners to support the change in booking process. 

"Our aim remains to ensure that patients are transported in a timely manner and when a delay occurs we try to work with our partners to keep patients informed and minimise any distress or inconvenience this may cause."