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 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 Please stop just reverberating the same, outdated information which clearly is no longer the case.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
Review titled Baywater Healthcare Ltd
Replied on 12 June 2023
Hello, We have been upgrading one of our filling plants, which has caused us to have fewer cylinders than usual. During this time, we were delivering smaller quantities, but making more frequent visits. We are pleased to report that, as of yesterday, the work was completed. We are aiming to be back to offering our regular service during this week. We are sorry for the frustration and disruption that has been caused over the past couple of weeks. Best Wishes, Baywater Healthcare
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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
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Review titled Lack of supply
Rated 2 stars out of 5
by Helen Wilson - Posted on 26 June 2023
For a few weeks now there has been reduced supply of oxygen cylinders. This means my mum is either unable to go out or if she does she is very stressed as she may not have enough supply. This week she has 3appointments to attend and we don’t know from day to day if she will have enough oxygen so she can go out. Company letter said the problem would be sorted last week, but even today there is a problem. Please, please can Baywater sort this out asap. The gentleman who delivers the oxygen is fantastic, a real credit to the company, he is very caring and worries when he cannot deliver what is needed.
Visited June 2023
Review titled Baywater Healthcare Ltd
Replied on 27 June 2023
Hello, We have been upgrading our filling plant. During this time, we have been delivering a reduced quantity of cylinders but making more frequent visits. We are pleased to report that this work has now been completed, and we are returning to providing our regular service. We are sorry for any frustration and disruption that has been caused. Please can you email your mother's details to complaints@baywater.co.uk so we can investigate this further. Best wishes, Baywater Healthcare
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Review titled Nightmare
Rated 1 star out of 5
by christine - Posted on 08 June 2023
I like many others are terminally il. I have battled against depression for many years, but thanks to Baywater and not supplying me with enough tanks to go out, I've sunk further into a deep depression!
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. We have been upgrading our filling plant. During this time, we have had to reduce the number of cylinders we have been able to deliver. We are pleased to share that work on the plant progressed well, and we aim to be back to offering our full service this week. We are sorry for the frustration and disruption that has been caused over the past couple of weeks. Best Wishes, Baywater Healthcare
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Review titled Incredibly poor management.
Rated 1 star out of 5
by Anonymous - Posted on 13 June 2023
For weeks now have been receiving less than the ordered amount. Ordered 4 get 1. This means housebound and having to cancel appointments. Who ever is overseeing this NHS contractor needs to get a grip before people need to be admitted to hospital due to lack or home oxygen.
Visited June 2023
Review titled Baywater Healthcare Ltd
Replied on 14 June 2023
Hello, We have been upgrading one of our filling plants, which has caused us to have fewer cylinders than usual. During this time, we have been delivering smaller quantities, but making more frequent visits. We are pleased to report that the work has now been completed. We are aiming to be back to offering our regular service very shortly. We are sorry for any frustration and disruption that has been caused over the past couple of weeks. Best Wishes, Baywater Healthcare
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Review titled Disappointed with service
Rated 1 star out of 5
by Anonymous - Posted on 23 June 2023
I am very disappointed in the service that I am receiving from this company over the last three months the lack of supply of oxygen and empathy towards my needs I feel as tho the company does not care for my needs but I cannot fault the technicians who deliver the oxygen cylinders I panic daily, wondering if I’m going to have enough oxygen supply to get me through each day as unfortunately I am receiving very low amount of oxygen cylinders, which means I am not capable of living an active life and having to stay home more often I really hope this can be resolved it’s a very troubling matter
Visited June 2023
Review titled Baywater Healthcare Ltd
Replied on 27 June 2023
Hello, We are sorry to hear about your recent experience with our service. We have been upgrading our filling plant. During this time, we have been delivering a reduced quantity of cylinders but making more frequent deliveries. We are pleased to report that the work has now been completed, and we are returning to providing our regular service. We apologise for any frustration and disruption caused. We hope that we can rebuild your trust in our service. Best Wishes, Baywater Healthcare
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Review titled None delivery of oxygen
Rated 1 star out of 5
by John Rowell - Posted on 12 June 2023
Well well well when you think baywater can not.get any worse ..they can .. wait in for my oxygen.. 13.00hrs- 19.00hrs order .. 7.30pm no oxygen arrives.. no call no explanation nothing at all just a complete no show and left with no portable oxygen now drivers calls 35mins late and says I got 2bottles for you.. complete and utter joke.. take a look at your own what to expect from us in the carer charter. failing big time .. prisoner in own home cos i need portable tanks if going out anywhere..
Visited June 2023
Review titled Baywater Healthcare Ltd
Replied on 14 June 2023
Hello, We understand your frustration with the limited cylinder deliveries and how this can be restricting for patients. We are pleased to share that the work to upgrade our filling plant has been completed, and we are aiming to be back to offering our regular service very shortly. Please email your details to complaints@baywater.co.uk so that we can investigate your delivery further. Best wishes, Baywater Healthcare
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Review titled Poor customer service
Rated 2 stars out of 5
by Anonymous - Posted on 14 June 2023
Comment reference number: 1564782 Your Review: Does anyone care about the atrocious manner in which Baywater treat its vulnerable customers. Frail, seriously I’ll totally oxygen dependent people are receiving totally inadequate supplies of daily oxygen. 0f 14 canisters in need of replacement, only one or two are delivered. Last Sunday, our estimated delivery time was between 3 and 7 pm, after holding on for their emergency no. For 45 mins at 8.30 pm we received a message from the del. driver that he would be with us between 9 and midnight and was chasing around trying to get us any canisters. We had completely run out of the portable cylinders and partner unable to move or get to the bathroom. At 11. 15 our del. arrived who was very kind and concerned about the situation we were in and he left 10. Both he and I were overcome with emotion. On the following day, Monday no message and no delivery, total disregard for the order placed early in the day on the Sunday. Our life is totally curtailed with this crisis, we are at our wits end and in Baywater’s hands. The telephone operators and drivers are absolutely brilliant, not their fault. This company is playing with peoples’ lives. How can this dire situation be allowed to happen and it has continued for all these weeks.
Visited May 2023
Review titled Baywater Healthcare Ltd
Replied on 15 June 2023
Hello, We understand that the current situation is frustrating. We have been upgrading our filling plant, which caused us to have fewer cylinders than usual. During this time, we were delivering smaller quantities, but making more frequent visits. We are pleased to report that the work progressed well and, as of last Sunday, was completed. We are aiming to be back to offering our regular service very shortly. We apologise for any frustration and disruption caused over recent weeks. Please can you send your details to complaints@baywater.co.uk so that we can look into this further? Best Wishes, Baywater Healthcare