Baywater Healthcare Ltd - Ratings and reviews
Reviews
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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
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Review titled Hard work getting oxygen
Rated 1 star out of 5
by Anonymous - Posted on 29 May 2023
I am getting very frustrated with this company , whoever gave them the NHS contract needs to know what they are like . Last 6 weeks have been horrendous with prescription of 10 bottles high flow get 5 at best sometimes 3 . Also refuse point blank to deliver portables on bank holidays , guess what people on oxygen need bank holidays too !! . With previous company could order up to 9pm for next day and would bring portables same day if needed , Baywater have a 6.30 pm cut off when you havent even finished using so no idea how many you need and i have twice had a next day order refused as it went through at 6.31. Contract shouldnt have been agreed if you can’t deliver bank holidays shocking service
Visited May 2023
Review titled Baywater Healthcare Ltd
Replied on 30 May 2023
Hello, Thank you for your feedback. We are sorry to hear about your experience with our service over the last few weeks. We are currently upgrading one of our filling plants, which in some cases has resulted in demand exceeding the amount we can supply. This upgrade was scheduled for earlier in the year, when demand is typically lower, however due to global events beyond our control, this was delayed. We have made smaller but more frequent deliveries to ensure all our patients still have the portable oxygen they require. The upgrade is due to complete in the coming weeks, at which point our supply will return to previous levels, and we will be able to make larger deliveries. During Bank Holidays we can only deliver cylinders that have been ordered by a Healthcare Professional as an urgent requirement. We would usually deliver portable oxygen on the day before and after the Bank Holiday. We apologise for any frustration caused. Best wishes, Baywater Healthcare
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Review titled Left without ambulatory oxygen on bank holiday
Rated 1 star out of 5
by Anonymous - Posted on 02 June 2023
I have used home oxygen increasingly for 15 years now, and as a high flow user I get 1.45 hours per cylinder. I requested 5 cylinders be dropped, but only 2 were delivered on the Friday before the bank holiday. As users will know that when traveling, 1 cylinder is for backup in case of a cylinder fail. This effectively meant I could go out for only 1 hour 45 mins over this time. Total lack of planning and care, and no warning. The company should be ashamed to state it cares, I believe it does not. Our National Health Service needs to review. The delivery engineers are professional and could see that I was upset and disappointed to cancel my meager bank holiday plans. Thank you to them for the kind words.
Visited May 2023
Review titled Baywater Healthcare Ltd
Replied on 06 June 2023
Hello, Thank you for your review. We are sorry to hear of your experiences over the bank holiday weekend. We are currently upgrading our filling plant. During this period, as a short-term measure, we have had to reduce the number of cylinders that we deliver to each patient. Work on the filling plant has been progressing well, and we are aiming to be back to offering our usual service at the beginning of next week. We are deeply sorry for the frustration and disruption that has been caused. Best Wishes, Baywater Healthcare
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Review titled Poorly Managed Crisis
Rated 2 stars out of 5
by Anonymous - Posted on 01 June 2023
Anonymous so as to protect the employees serving us. The current cylinder supply issues could have been avoided! This was poor management of suppliers and a plan doomed to fail because they didn't correctly review & interrogate a flawed proposal of changes to production systems There was no fall-back position to move to. How can you have a major change to your supply without a contingency plan? I have been employed by other organisations and seen immediate management changes when such reckless and incompetent decisions have been made. Bayswater’s' answer is to allow the instigators of this problem the opportunity to fix it. No, they need to bring new management in to fix this and to never allow such poor decisions to be made again. Once bitten twice shy should be a paramount thought, although the staff say this is the norm for Baywater top brass to protect their immediate high rankers! If you want to protect your mates and club members, give them a back-office job where they have nothing to do with equipment and supplies - Training or recruitment departmental postings might be good options to consider for them, anything to do with operations is not. We have sometimes suffered with cylinder deliveries in the past because of other supply shortages rather than the current filling issues, for example not enough cylinders. Same management decision making we're advised? I really look forward to a return to getting what I order when I order it, even if the cylinders don't look pretty, but that's another story. Staff that we personally interact with on the phone or come to your home with deliveries are superb and very caring. I feel sorry for them facing up to the current constant barrage of customer complaints. The staff we personally see really look tired at the moment though. Baywater, need to sort this out quickly, and get someone completely different to review their suppliers’ new systems for filling. I don't trust that the same people for causing this debacle can ensure the prevention of something else going wrong in the future. Get over this and I'm sure their previous excellent reputation will return very quickly, that's if they actually address the root causes and don't regard this as a one-off blip. If they do address the real issues I have every confidence as they appear to be successfully addressing improvements elsewhere in your business, Web site ordering and new web sites for example. Ps, Baywater, please don't respond with the defensive answer that manufacturing supply issues for your new plant caused this issue. The plan wasn't right regardless of what time of year it was implemented, and your staff know it!
Visited May 2023
Review titled Baywater Healthcare Ltd
Replied on 05 June 2023
Hello, Thank you for your review. We understand your frustration. The work to the filling plant was planned to take place at a period when demand was lower, and disruption to our service would be limited. However, due to events outside of our control, the work had to be conducted during the time that it has been. Please be assured that we are reviewing the current situation and how we can improve in the future. Work on our filling plant has progressed well, and we aim to be back to offering a full service within a week. The work on the filling plant will enhance the service that we offer to our patients in the future. We hope that we are able to rebuild your trust in us. Best Wishes, Baywater Healthcare
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Review titled Great Service
Rated 5 stars out of 5
by Anonymous - Posted on 02 June 2023
Been a customer for 5 years no problem but when I last asked for cannula I was just left with 2 I have oxygen in 3 rooms and portable oxygen so the left me a bit short maybe ask the customer how many are needed would be a good idea that is my only moan great service great technicals.👍👍.
Visited May 2023
Baywater Healthcare Ltd has not yet replied.