A patient transport service "left an Erith patient stranded" at Darent Valley Hospital after he went to the toilet while waiting for them.

On Tuesday, July 9, 2024, Robert Ives was waiting to be discharged from Darent Valley Hospital A&E after receiving treatment following a fall at his home in Twigg Close in Erith.

The ward staff booked his transport home with G4S at around 1pm, but Robert says the crew did not arrive until 5.30pm.

Eager to leave, Robert asked to use the restroom before departing, but upon returning, he discovered the transport team had already left without him.

He then was left with an unknown wait for another transport vehicle.

(Image: Robert Ives)

Patient Transport is a service offered by G4S on behalf of the NHS and it helps individuals who are unable to use public transport, get a ride, or drive themselves to and from their NHS appointments due to medical or physical conditions.

“I was fuming”, Robert told the News Shopper, “you would have thought the staff would have more sympathy and have known better, but obviously not”.

A spokesperson for G4S Patient Transport Service said they will be “apologising directly” to Robert after reviewing the journey issue.

The hospital eventually paid for a taxi to take Robert home, as no replacement G4S transport arrived.

He got home around 9.30pm, more than eight hours after the initial call for transport.

In an email seen by the News Shopper, Robert filed a complaint and received a response stating that the matter would be investigated. 

Robert added: “The staff [at the hospital] didn’t know what was going on.

“I sent an email to G4s and received a message saying they’ll investigate it, but you won’t hear anymore."

A G4S Patient Transport Services spokesperson said: "We will be apologising directly to Mr Ives having concluded a review of his journey.  “We deliver the majority of service users to and from their appointments on time."