A CHANGE in NHS transport booking procedures left a West Somerset heart and double lung transplant patient fearing she would not be able to attend a potentially life-saving appointment in a specialist hospital.

However, after inquiries by the Free Press, 61-year-old Lynn Harvey was able to secure NHS patient transport from her home in Alcombe, Minehead, to Harefield Hospital, Middlesex.

Ms Harvey is due to attend a check-up at the world-renowned hospital on Monday (November 4), as she has done regularly for more than 20 years, her last visit being in July of this year.

But she said callers to Somerset’s NHS patient transport service were now asked to leave a message and wait for somebody to call them back.

Ms Harvey did so, and nearly a week later, after not hearing from anybody, she spoke to the Free Press to express her fear that she might miss the appointment.

However, on a further attempt to book transport for the 350-mile round journey she was able to speak to somebody and a driver was allocated to her.

Ms Harvey, who has to use a mobility scooter, said: “This is the only way I can attend these outpatient appointments.

“I do not drive and have nobody else I can ask.

“So, imagine my surprise and frustration when yet again the telephone system has been changed, so you can no longer speak to a person to arrange the bookings.

“This service has been getting steadily worse since the pandemic, and does not look like it will get any better any time soon.

“They try everything they possibly can to not give you the transport.

“There is a lack of people to answer the telephones, a lack of volunteers to drive patients to hospital, all in all it is utter chaos.”

Ms Harvey, who had her transplant operation 23 years ago, said she was worried the appointment might have to be re-arranged, which could have taken several weeks during which she would have been at increased risk.

An NHS Somerset spokesperson said Ms Harvey may not have been aware there was an option to wait for an advisor rather asking for a call back.

The spokesperson said: “We are sorry to hear Ms Harvey felt she experienced difficulties.

“In Somerset, NHS-funded patient transport is available to everybody who meets the eligibility criteria, to attend appointments in hospital settings.

“Patients contacting the service can either choose to stay on the line and talk to an advisor or request a call back.

“When talking to patients, the advisors will carry out an eligibility assessment and where appropriate make them a booking for their journey.

“In this case, when Ms Harvey initially contacted us, she requested a call back.

“Subsequently, another call was made to the service, where Ms Harvey chose to stay on the line and spoke to a member of our team who made a booking for her journey.

“Due to high call volumes, call backs are currently being completed within three working days.”