Isle of Man resident felt 'abandoned' by patient transfer

Manx Care says it is very sorry to hear about the family’s experience 

An Isle of Man resident says patient transfer needs to be more empathetic towards patients and their families when they are sent to the UK for treatment.

Amy Guy travelled to Oxford with her 75-year-old father for surgery that could only be done in Churchill Hospital. 

Upon contacting the patient transfer service, she was told they would have to travel from Birmingham Airport to Oxford on their own. 

The initial trip, she says, was fine as her father was fit to travel, but trouble started on his return as he couldn't sit in public transport with an open surgery wound, a catheter, and medical devices. 

She posted their experience on social media:

In a statement, Manx Care said it was 'very sorry to hear about the family’s experience and understand how distressing this situation must have been during what is already a challenging time'.

It said: Patient safety and wellbeing are always priority. All patients prior to discharge will be assessed as fit to travel before leaving the hospital, and the aim is to ensure travel arrangements are appropriate to each individual’s clinical needs within the constraints of the travel schedules.

It says it has developed travel arrangements and contracts to support patients travelling within the North West area. The provision of travel and accommodation expenses by Manx Care is governed by The National Health Service (Expenses in Attending Hospitals) Regulations 2004 ("the Regulations").

These Regulations provide for the payment or reimbursement of travel and accommodation expenses only where a patient is receiving NHS-provided hospital or specialist services. For journeys outside the Liverpool/North West area, it is usual practice for patients to arrange their own transport between hospital and airport and reclaim reasonable costs. However, where patients are unable to do this, or need additional support, we can arrange and fund transport in advance.

Support is also available where clinically required, including an accompanying member of staff or funding for a family member to travel.

It adds it is particularly sorry to hear concerns about communication from the Patient Transfer Service. Compassionate and clear communication is essential, and it will review this feedback carefully to ensure patients and families feel better supported throughout their journey.