Baywater Healthcare Ltd - Ratings and reviews
Reviews
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Review titled Without machine
Rated 3 stars out of 5
by Anonymous - Posted on 26 March 2024
I have two interlinked machine. One of them broke wed 20th at 16.30. I was told there was no replacement. Tanks were delivered but because I’m on 15 litres 24/7 I had to sit up all night to keep changing them over. 9 am the following morning more tanks were delivered. I did not get new machine till 19.00 on 21st. As I’m on end of life care you can appreciate this was horrendous for me. Not being able to sleep or indeed be able to go bathroom without considerable trouble.
Visited March 2024
Review titled Baywater Healthcare Ltd
Replied on 26 March 2024
Hello, Thank you for giving us your valuable feedback. We sincerely apologise for your experience. We understand how upsetting this must have been, and it is not our usual standard of service. We would like to investigate what has happened to cause this problem. Please email us at complaints@baywater.co.uk or call us on 0800 373580, and we will investigate this immediately to give you a more specific response. Best wishes, Baywater Healthcare
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Review titled Everything is good again
Rated 4 stars out of 5
by Debbie Marshall - Posted on 14 December 2023
Everything is good again only problem is with canula which I think has been a bad batch my oxygen has been increased recently but got the amount orded drivers are great and helpful
Visited December 2023
Review titled Baywater Healthcare Ltd
Replied on 18 December 2023
Hello, Thank you for your review. We are pleased to hear that you are satisfied with the service that you have received from our Healthcare Technicians. If you are experiencing an issue with your canula, please call our helpline on 0800 373 580 and they will be able to assist you. Best Wishes, Baywater Healthcare
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Review titled Rubbish service
Rated 1 star out of 5
by Anonymous - Posted on 27 October 2023
Husbands mask for c pap machine broke called for replacement told next day, called next day told be there by 6pm still no show called again and told it had been postponed till Monday, 5 days with mask how can they justify this when a c pap machine keeps my husband alive while he sleeps. So I have to stay awake while he sleeps so I can ensure I could awaken him when he stopped breathig
Visited October 2023
Review titled Baywater Healthcare Ltd
Replied on 31 October 2023
Hello, Thank you for leaving us your review. We are very sorry to hear about your experience with our service. CPAP masks are usually sent from us via a reputable carrier in your area. Looking into your case, we can see that in this instance a delay has happened on their end after we dispatched the mask. When this was reported to us, we have sent a Healthcare Technician to deliver the mask personally. We hope that your issue has now been resolved, but if there is anything else we can help with, please get contact our Helpline. Best wishes, Baywater Healthcare
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Review titled Shortages again
Rated 1 star out of 5
by Anonymous - Posted on 20 August 2023
We was told in June 2023 new plant was up and running and should be no further problems as per letter from Chief executive. Fast forward July and now we are receiving 50% or less of prescription. Since when did a non medical person have the authority to change prescriptions for drugs, as that is what oxygen is to my partner. He can't be mobile without it, we are already restricted by the disease and now because of a company that can't fulfill their contract for the nhs. I personally can not fault any of the drivers, they are the ones that have to see the patients and explain for their company's bad managers. Its time in Yorkshire we had a change of supplier. Baywater need to be made accountable for patients loosing independence, family time to make memories. I personally had reassurance from customer services via email we would always get full prescription but never happened. Its time the call handlers told patients the truth Baywater can not deliver the service we need to help our loved ones. We are been told its due to high demand, we've got a bank holiday next week, no delivery's 28th August what are patients to do sit and stare at 4 walls just because this company can not plan in front. June, July August is where people try and have holidays happens every year no reason we should be short shipped, always firefighting no forward planning.
Visited August 2023
Review titled Baywater Healthcare Ltd
Replied on 16 October 2023
Hello, Thank you for leaving us your feedback. We are very sorry to hear about your experience. We can see that you left this review a few weeks ago, but we have only received the notification today. Our cylinder supply has increased since you posted this, so we hope your experience has improved. If you are still experiencing issues, please call us on 0800 373580 or email complaints@baywater.co.uk. Best wishes, Baywater Healthcare
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Review titled NHS you could do so much better
Rated 1 star out of 5
by Anonymous - Posted on 22 July 2023
Unfortunately a very poorly managed company. Dire scheduling, never have needed cylinders. Overwork their employees dreadfully, some have told us the miles they drive, hours of overtime & it is sad and shockingly wrong. Please- very carefully consider not keeping this contractor, as it’s a no-win situation for anyone having to deal with them.
Visited July 2023
Review titled Baywater Healthcare Ltd
Replied on 25 July 2023
Hello, Thank you for your review. We are sorry to hear about your experience with our service. During May and June, we were upgrading our cylinder filling plant; during this time, we delivered a reduced number of cylinders but made more frequent deliveries. This work has been completed, and we have returned to offering our regular service. In cases where the volume of work has been high, and our employees had to complete any extra work, this has been accounted for and acknowledged in line with our company policies. Please can you email your details to complaints@baywater.co.uk so that we can see how we can support you further? Best Wishes, Baywater Healthcare
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Review titled Oxygen
Rated 4 stars out of 5
by John Rowell - Posted on 29 June 2023
Over last couple of months I have really not enjoyed my experience with baywater fail to deliver decent amount of oxygen..lack of communication.. but today was totally totally differen was expecting a portable oxygen compactor ordered via my hospital driver rang to say there as been a problem and will not receive until next week left his number to contact and explain.. I rang baywater to explain that I will need oxygen bottles asap as I am not receiving said compactor lovely lady on phone put me on hold couple minutes and then said its our fault this is happening so 5cylinders will be delivered today. Could not have expected that to happen same day delivery not really a emergency just pure gold standard service so after all the negative feedback lately baywater have had and yes from myself included.. massive thank you
Visited June 2023
Review titled Baywater Healthcare Ltd
Replied on 30 June 2023
Dear Mr Rowell, Thank you for your feedback. We are happy to hear about your experience and that we could respond quickly to you. We are sorry that our service has not been to its usual standard over the past few weeks due to a cylinder plant upgrade. We are getting back to our usual standard of service delivery. We appreciate your patience during this frustrating time. Best wishes, Baywater Healthcare
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Review titled Continuing delivery problem
Rated 2 stars out of 5
by Anonymous - Posted on 04 July 2023
As mentioned by others, since May I have been having huge problem with lack of supplies and the difficulties this causes me in planning and getting out. It’s particularly impacted on my pulmonary rehabilitation sessions. A few weeks ago I received a letter of apology and an assurance that the problem with the plant update was now sorted and things would be returning to normal. This hasn’t happened and I’m still getting under 50% of my prescription. I’m constantly having to keep rationing my cylinder use and reassess orders. It seems there’s more to this problem than we’re being told and I am worried about how much long this will carry on People dependent on oxygen are vulnerable and we have no option but to accept whatever poor service Baywater offer. Which is why they have been able to continue letting people down Can we have transparency please? How long is this going on for and what is the real problem- given we’ve been told the problem that had caused lack of supply has been solved?? Please stop just reverberating the same, outdated information which clearly is no longer the case. What is happened and when can we really expect normal service to be resumed? Thanks
Visited June 2023
Review titled Baywater Healthcare Ltd
Replied on 25 July 2023
Hello, Thank you for your review. Since the work to upgrade our filling plant has been completed, we have continued to increase the number of cylinders that we deliver to patients. We are now in a position where we have been able to return to offering our regular service. Please email your details to complaints@baywater.co.uk if you would like to discuss your review further. Best Wishes, Baywater Healthcare
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Review titled Oxygen refills
Rated 1 star out of 5
by John Rowell - Posted on 07 June 2023
Rang yesterday for oxygen a gentleman on phone said that he would order me 4 cylinders of oxygen but then when I asked if I would get them he then informed me can not guarantee anything or how many I would receive.. I told him to cancel my order I would rather go without and go into hospital than have this uncertainty of having baywater play with my health. Wouldn't trust this company to deliver milk let alone life depended oxygen..this is now the last 3times they can not supply a decent order of oxygen.. a disgrace
Visited June 2023
Baywater Healthcare Ltd has not yet replied.
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Review titled Farce
Rated 2 stars out of 5
by Brian - Posted on 12 June 2023
The farce which is Baywater's home oxygen delivery continues. A week ago I had a meeting with the lovely oxygen team at my local hospital. They had been assured by Baywater that all issues would be resolved within a week. Last Friday I ordered 7 bottles. The confirmation email said I'd receive at least 50% of my order - today I received two, with the driver telling me he had only planned on leaving one ... This situation has been ongoing for some time now I note the waffling replies by Baywater to other complaints about this and methinks they spin too much. It's sad that the company is passing the buck to the (usually great) drivers and asking them to make the decisions on who gets what. A front page disaster just waiting to happen ...
Visited June 2023
Review titled Baywater Healthcare Ltd
Replied on 13 June 2023
Hello, We are sorry to hear about your issues with our service. The work to upgrade our filling plant was completed on Sunday. We are currently increasing filling so that normal service can be resumed within the next week. We are sorry for the frustration that has been caused. We hope that we are able to rebuild your trust in our service in the future. Best Wishes, Baywater Healthcare
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Review titled Bad practice from management
Rated 1 star out of 5
by Anonymous - Posted on 01 June 2023
Over the last few weeks we have had between 3 and 5 delivery's a week. This week it will be 7 days. Prescription says 12, lucky if we get 2 at the minute. This means we are house bound and husband having to stay sat doing nothing. Oxygen needed to walk. A full fact find should be done with regard to this company's actions and bills been sent out to NHS. Technicians do a great job and having to tell customers we can't supply your requirement today just because someone at the top has not made provisions. Apparently all customers were informed before this upgrade commenced, sorry but we was not informed and in my opinion they should have out sourced or lost the contract. Enough is enough this company is putting lives at risk.
Visited June 2023
Review titled Baywater Healthcare Ltd
Replied on 05 June 2023
Hello, Thank you for your review. We understand your frustration with the current situation. The current work to upgrade our filling plant was scheduled to take place during a time when demand was lower, and disruption to our service was limited. Due to events outside of our control, this was not possible. While the work has been conducted, we have been delivering smaller quantities, but making more frequent visits to ensure our patients still have the oxygen they require. The work has been progressing well, and we aim to be offering our normal service within a week. Best Wishes, Baywater Healthcare