Baywater Healthcare Ltd
Baywater Healthcare, Wulvern House, Crewe, Cheshire, CW1 6GWPatient ratings and reviews
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Reviews
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Review titled Very poor service
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2025
Technician serviced my concentrators on 8 May 2025 and took meter readings. I was expecting a refund for electricity used shortly after that date, but on phoning Baywater on 22 May to ask when I could expect my refund, I was told it takes a long while to process these payments and I will probably get it at the end of June!! That is about 7 weeks! I am very disappointed and shocked that the NHS relies on this company with such poor customer service. A previous supplier that the NHS used in my area processed these payments within a week to ten days, so it can be done. Baywater's general service is OK, with cylinders delivered on request with no problems, but the administration side of things needs to be scrutinised.
Visited May 2025
Baywater Healthcare Ltd has not yet replied.
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Review titled Poor service
Rated 2 stars out of 5
by Anonymous - Posted on 18 November 2024
My CPAP machine is overdue a service by 18 months. They were due to visit recently, but no engineer made contact or was it picked-up they didn’t make it! Considering the machine is needed for life, surprising there’s not the infrastructure to keep things safe.
Visited November 2024
Review titled Baywater Healthcare Ltd
Replied on 25 November 2024
Hello, We are sorry to hear that you are overdue a service on your CPAP machine. Please can you get in touch with us on 0800 121 4524 so that we can rearrange your service. Best wishes, Baywater Healthcare
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Review titled Further to review on non attendance
Rated 1 star out of 5
by Anonymous - Posted on 26 November 2024
I telephoned Baywater over a week ago & nobody has come back to me. (by letter or phone) They promised a manager would get in touch as they failed to turn up nearly three weeks ago. (as per service letter)
Visited November 2024
Review titled Baywater Healthcare Ltd
Replied on 27 November 2024
Hello, Thank you for your review. We are sorry to hear that we have not completed your service. Please can you send your details to complaints@baywater.co.uk so that we can investigate your review promptly. Best wishes, Baywater Healthcare
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Review titled Still waiting
Rated 4 stars out of 5
by Mandy Thomas - Posted on 01 October 2024
My partner died on Saturday morning and I rang up for them to collect all the equipment but noone came I'm desperate to get rid of the appliances as they just bring back awful memories I will thank them for the equipment But please be quick to take away please
Visited September 2024
Review titled Baywater Healthcare Ltd
Replied on 03 October 2024
Hello Mandy, We are sorry to hear about the passing of your partner and offer our deepest condolences. Please can you email your details to healthuk@baywater.co.uk and we will get in touch to ensure that the job is arranged ASAP to remove the equipment. Best wishes, Baywater Healthcare
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Review titled Helpline
Rated 4 stars out of 5
by John rowell - Posted on 18 June 2024
Rang this morning for 4 cylinders to be replaced I also asked if someone can check tubing to cylinder and my compactor machine.. will be done tomorrow same as delivery for cylinders.. great service great attitude to people who need your service.. young man who took my request could not have been more helpful.. massive pat on the back to all at bay water
Visited June 2024
Review titled Baywater Healthcare Ltd
Replied on 03 October 2024
Hello John, Thank you for taking the time to leave a review. We are delighted that you are satisfied with the service that you have received from us. Please don't hesitate to get in touch if you ever require any further support. Best Wishes, Baywater Healthcare
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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