Woking Community Hospital (Virgin Care)

IT system down ? has been for 1 week, could be another two!!! Virgin Care

My 14 year old son needs a wheeled vehicle to get to school on the bus and for getting around at home and the weekends. The wheelchair we had was heavy, clumsy and the headrest kept falling off, so we requested a new chair that would also give us more flexibility as he is not completely wheelchair bound. Unfortunately, Virgin Care does it supply buggies for disabled children and could not order one for us. They agreed to provide a £350 voucher towards the £1200 costs of the Convaid Cruiser which it was agreed was the most appropriate wheeled vehicle for my son. I had to order the buggy and pay for it in full in order to get the buggy in the timeframe we needed to accommodate our summer holiday. The physiotherapist I was dealing with actually refused to ask her manager for the voucher payment to be expeditied because she knew they wouldn’t be able to make the payment in time. In th end, it as only when I lost my temper that she agreed to even make the request. After I had had to lay for the buggy, the supplier agreed that they would then reimburse me the value of the voucher once it had been paid by Virgin Care. I took delivery of the buggy at the start of August and notified Virgin Care that I had received the buggy. Now, more than 2 months on, they have still not paid the value of the voucher to the supplier. What a very poor service! Firstly, that they have such limited Vision when it comes to what they can supply for children - if it’s not a conventional wheelchair then you can’t have it, even if it best meets your needs! Secondly, such unwillingness to pay the bill and such a slow pace of working. No sense of urgency with regards to trying to meet the needs of the disabled children they are supposed to serve. Come on Virgin Care! Shame on you. Raise your standards

I had to have an X-ray for my knee and only got the referral at about 4 p.m. on Monday. We phoned and the lines were busy, and we supposed we would have to phone again on Tuesday and be in a queue. In fact the receptionist phoned us at 4.45 on Monday, arranged an appt for 10.15 Tuesday morning. In the event, as I turned up a bit early, the job was done and I was making for home before the appt time. Excellent service. Especially impressed that we were phoned back by the receptionist. Could you not send a team to the Royal Surrey Hospital in Guildford and teach team some lessons? Also please give everyone in that dept a rise.