Staff at an opticians in Kings Hill, near West Malling, spent nine hours waiting with an elderly cancer patient in his 80s after his patient transport failed to arrive. Throughout the ordeal, employees repeatedly contacted G4S, the transport provider, and even emptied the man's catheter bag after he asked if a nurse was available.
Nine-hour wait at opticians
The man arrived at the optician at about 10.30am on August 6, having been picked up from his home by a G4S crew. About an hour later, a man named Rich, who works in the same office block, noticed the man sitting alone in his wheelchair during his break.
Four staff members, including receptionist Mel Kingsmill, made numerous calls to the patient transport service throughout the day, only to be told a crew was 'on their way'. As the building's closing time approached, Rich called the police and was transferred to a Kent ambulance service call handler, who said they would chase G4S.
Staff describe 'heartbreaking' scene
Rich said: 'I was fuming, especially when at one point I was told the crew was on a break. At 6.30pm they said they were at Dartford and were coming to us. Then they said they were leaving Maidstone, and would be here at 6.50pm. Seven o'clock came and went – it just didn't make sense.'
The G4S team eventually arrived at the rented office unit at 8.10pm and were 'very apologetic', according to Rich. Receptionist Mel Kingsmill, 33, who has worked on the reception for six years, was with the man throughout his wait. She said: 'It was heartbreaking to see. To treat any human being like this is dreadful, but to treat somebody who can't fend for themselves and finds it hard to make conversation is unforgivable.'
'He sat hunched in his wheelchair. At one point he asked if there was a nurse in the building because his catheter needed changing. Thankfully, there was somebody medically trained to lend assistance.'
Previous incidents with G4S
Ms Kingsmill said it wasn't the first time people had been left waiting for G4S pick-ups. She said: 'It's happened at least 10 times with waits of more than five to six hours.'
A G4S patient transport services spokesperson said: 'We sincerely apologise to the patient for the distress and inconvenience caused by the delay to his journey. Our review identified a series of shortcomings on this occasion, and we are taking appropriate action to address these concerns.'
The incident comes just weeks after a disabled man from Minster, Sheppey, was left stranded in a hospital reception for 19 hours in his electric wheelchair waiting for G4S patient transport. Kevin Taylor's appointment was at 1.30pm on July 9, but he wasn't picked up until 11am the following day. G4S said it was investigating the incident and called the delay 'unacceptable'.
