Frequent problems with patient transport are making a disabled cancer patient late for her treatments at an Oxford-run clinic.

Swindon resident Mavis Read cares for an 86-year-old relative, who she did not want to be identified, and is fed up with constant issues with the service that is supposed to take them to and from the hospital.

The centre is run by Oxford University Hospitals and opened at Swindon's Great Western Hospital in June 2022.

The transport provided by EMED Group often picks them up several hours late and is similarly delayed when taking them home at the end of the day, according to Mavis.

These problems have a knock-on effect for staff at the centre, who must rearrange treatment schedules at short notice or wait long after the centre closes at 5pm because the patient’s transport is not there yet.

On one occasion, a car that was not wheelchair accessible arrived to pick them up, so they had to wait until that was swapped for a more suitable vehicle.

The 80-year-old carer’s frustrations have reached a breaking point after experiencing a string of delays while her older relative undergoes a 20-day course of cancer treatment.

She said: “We’re halfway through this life-saving treatment and have been late each time.

“You’re supposed to arrive two hours before the appointment but that never happens, so she’s ready to go when she’s supposed to be but is instead left waiting in her wheelchair for hours.

“This causes her so much worry and extra stress during an already stressful time, and we’ve still got 10 days to go, it’s not good enough.

“The new centre’s staff and the care they provide are exemplary, it’s not fair on them or us that they have to be messed about by this incompetent company.

“In October, she missed an important biopsy appointment because no transport turned up, and I know it’s not just us being affected by this.

“I’ve made three official complaints and received no apology."

The final straw came on Monday, when Mavis and her relative were ready at 8am for a 10.30am appointment but, again, no transport turned up.

When this happens, Mavis usually contacts EMED Group herself, but the hospital did so for her this time. In response, the morning pick-up was cancelled and a new pick-up was arranged for 2pm.

An EMED Group spokesperson said: “At EMED Group, we take patient feedback seriously and ensure that any concerns are thoroughly investigated by our independent quality team.

“The outcomes are focused on identifying any actions required to improve patient’s experiences with us.

“Our highest priority is ensuring a safe, caring and effective service for all patients.

"Our investigations are ongoing, but we have noticed that there is an inconsistency in the way that the transport is being booked and we’re working with the patient and the unit to resolve this moving forward."