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 Service going down hill
Rated 2 stars out of 5
by Anonymous - Posted on 15 May 2023
In the last few weeks Baywater has been supplying less cylinders than NHS prescription. My relative received 2 cylinders instead of 8. They have to order daily now. The empties are not collected even though the shortage of cylinders has been said to be due to a shortage of empties to fill. The NHS prescription should be filled. It is appalling that people with breathing problems have to go without the cylinders they need and to have a delivery daily. This causes extra expense to the NHS and stress to their patients. Apparently this is expected to last until June. How many of their clients will end up in hospital because of this.
Visited May 2023
Review titled Baywater Healthcare Ltd
Replied on 15 May 2023
Hello, Thank you for your feedback. We are sorry to hear your family member has problems with our service. We appreciate the current situation can be frustrating to patients receiving more frequent deliveries. If you would like to place a complaint, or if you would like for us to investigate your relative’s situation, please email us at complaints@baywater.co.uk. Best wishes, Baywater Healthcare
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Review titled very poor service
Rated 1 star out of 5
by Anonymous - Posted on 12 June 2023
Since Easter 2023 the deliver of oxygen cylinders as been terrible ,we have had a reduction from 7 cyliunders to 4 and on 5th of June 2023 only 1 cylinder was delivered then only 2 cylinders delivered every day since even though the operator ordered 4 . i have been told use the concentrator (as if i need telling) you have to remain inside and if you have'nt noticed it in the high 20's add in the heat from the cocentrator it is extremely hot if you open the windows its not possible because the grass pollen levels are very high. Why have you been unable to access out side supplies from companies like B O C ,Doby or Air Liquide ?etc ,and why did you not make sure you could receive the equipment and materials to modernize the plant better still access the equipment etc before you shut it down no forward planning was done ,only the patient suffer as a result of your incompetence. I'm waiting to see how many cylinders I will receive today ? shame on you.
Visited May 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 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. We sought alternative supplies from other manufacturers; however, they were not able to offer us any help. We are pleased to report that the work progressed well, and as of last Sunday, the work was completed. We are aiming to be back to offering our regular service within the next week. We are sorry for any frustration and disruption caused over the past few weeks. Best Wishes, Baywater Healthcare
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Review titled Leaving patients without enough oxygen.
Rated 1 star out of 5
by Anonymous - Posted on 20 May 2023
Always had absolutely no issues with this company until now after needing them for nearly 2 years so far. They have decided to upgrade their facilities and without enough forward planning have left their patients without enough oxygen cylinders been delivered. They are now not even delivering half of my prescription and I’m literally having to order every single day and yet every single day there is a further fabricated story as to why my delivery isn’t coming. Iv had them not deliver 2 orders so far that I have placed in the correct time frame for the next day and also have been left without oxygen when I needed to go to work due to failed delivery. It’s all great been told how frustrating your drivers are finding the cylinder shortage on the telephone when they cannot fulfil your order but we as the patients literally need this oxygen to live, you don’t need to tell us how frustrating lack of supply is and how dangerous it also is for our health conditions. We are prescribed oxygen for a reason by a team of medical professionals and yet you are taking this right away from us. Your company slogan is “enhancing lives” your certainly not doing anything to enhance mine at the moment other than causing a great deal of stress and worry. There’s literally no point in complaining about this to you either as we have tried and all we are met with is apologies. That’s great that your sorry but apologies don’t help me breath and they certainly don’t help us out of this situation! You need to admit that you need a better solution to your problem and deal with it at the expense to your business and not at the expense to our health which is basically what you have chosen to sacrifice instead.
Visited May 2023
Review titled Baywater Healthcare Ltd
Replied on 22 May 2023
Hello, Thank you for your feedback. We are deeply sorry for the current situation you are experiencing. The upgrade to the filling plant is progressing well, and we will have our supply back up to previous levels in the coming weeks. Please send your details to complaints@baywater.co.uk so we can investigate your situation and seek ways to improve our service to you. Best wishes, Baywater Healthcare
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Review titled Appallingly Commercially Driven Service
Rated 1 star out of 5
by Anonymous - Posted on 09 May 2023
I have zero problem with the call handlers. I have zero problem with the delivery drivers. The structure of the service maximises the number of deliveries. This maximises seat cost to the NHS. The maximised deliveries minimises the number of oxygen cylinders available which increases the probability of a medical emergency. Treatment of weekend and bank holiday scheduling is similarly appalling. The overall experience results in raised stress and care quality reduction. This is not a reflection on the NHS but on the commercial structure of the Service which operates - as one would expect - to maximise revenues. I would not privately contract this business to provide this service.
Visited May 2023
Review titled Baywater Healthcare Ltd
Replied on 12 May 2023
Hello, Thank you for your feedback. We are sorry to hear that you feel this way about our service. Your cylinder stock levels have been determined by your Healthcare Professional. If you do not feel that these are adequate, please contact them to discuss this. Please be assured that we do make deliveries 24 hours a day 7 days a week, for any emergencies to ensure you are not left without access to oxygen. Please contact us at complaints@baywater.co.uk so we can investigate your issues. Best wishes, Baywater Healthcare
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Review titled Commercially Driven Safety Critical Failures
Rated 1 star out of 5
by Anonymous - Posted on 05 June 2023
Baywater has a significantly expanded customer base without prior supply chain upgrade. A commercially driven risk that has resulted in significant safeguarding failures, duty of care failures, and increased rate of risk to patients' lives. This is an unacceptable position for Baywater to force NHS, Patients, Technicians, and Call Handlers into. I have no complaint about any Technician or Call Handler. They provide a high quality service despite mangement failures. My experience of Baywater Management is a different matter. Oxygen is a prescribed medication. Commercial operations failures endangers patient lives. That increases patient stresses creating poorer health outcomes. And it is service management that should get no repeat contract - at least from me. There is no place in safety critical supply chains for Just In Time Supply Chain management without an engaged, competent, active management responding effectively to present operational challenge and future operational requirements. Baywater announced growth potential to attract investment and, so, knew an upgraded supply chain was necessary. Upgrading safety critical supply chains is a risk. Baywater has realised this risk as a failure. The service is paid for by patients and is, currently, not a value for money proposition. Excessive ordering and delivery drops increases stresses for patients, call handlers, and technicians. Combining to makes workers stressed and feeling unsafe in their work environment, patients fearful of death, and minimising care quality. Additional, smaller, deliveries increase air pollution, taxpayer cost, and increase consumption. I am not getting value for money and do not believe I should pay for failure. I have a prescription of six bottles at six litres an hour. That assumes a particular quality of life and engagement in meaningful activities. I am being placed in a position where I reduce my work hours and activity levels when Baywater imposes a reduction to 30% of prescription. In practice I get two bottle out of six and must organise both ordering them daily and minimising their use. This extracts a significant payment in kind from me to Baywater while reducing my earning potential as a consequence of decisions beyond my control at the same time as reducing my prescription compliance. It also increases periods of breathlessness. This imposes both supply chain failure and prescription compliance failure. Prolonged failure of prescription compliance has a well documented impact on the quality of life years and life expectancy: fundamentally meaningful healthcare metrics. Currently Baywater manages to fail to deliver meaningfully on that metric. This is unacceptable contract delivery. It is nothing to do with the NHS whose brand name is being compromised by commercial decisions that should have been fulfilled prior to service expansion. Baywater's failure to manage investment meaningfully has no place in a safety critical supply chain.
Visited May 2023
Review titled Baywater Healthcare Ltd
Replied on 18 October 2023
Hello, Thank you for your feedback. We apologise for the delay in response. We received the notification of your review today. We recognise your frustrations from the supply issues earlier this year, and we apologise for the impact this has had on you. Please be assured that our supply chain is typically robust, with adequate reserves to supply more than average demand levels. The problems from earlier this year have since been resolved, and our stock levels have returned to normal. We hope your experience with our service is now much more positive. If you are still experiencing any difficulties or have any concerns, please call us on 0800 373580 or email complaints@baywater.co.uk, and we will gladly investigate. Best wishes, Baywater Healthcare
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Review titled Unreliable
Rated 2 stars out of 5
by Andy Swain - Posted on 01 June 2023
Until recently, my wife had no major issues with them. However, lately it's impossible to actually get the right number of oxygen refills delivered. I asked for 8, got 3. This has been like this for weeks now due to some work being done at the filling centre. They should have made contingency plans to ensure that while this was going on, that people who need to be able to breathe are still able to do so, rather than being left to guess what will be delivered on a given day whether or not they'll have enough cylinders to leave the house!
Visited May 2023
Review titled Baywater Healthcare Ltd
Replied on 05 June 2023
Hello, We are sorry to hear of you and your wife's frustrations with our service. We aimed to complete work to our filling plant earlier in the year when demand is lower. However, due to events outside of our control, this work had to be pushed back. Please be assured that the delivery of limited cylinder quantities is only a short-term measure. Work on our filling plant has been progressing well, and we are aiming to be back to offering the service that you expect from us within a week. Best Wishes, Baywater Healthcare
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Review titled First class service
Rated 5 stars out of 5
by Phil Barree - Posted on 22 December 2022
Very pleased with service from Baywater. Home delivery and holiday accommodation delivery first class. This service has made a great improvement in my quality of life. I am so grateful to all staff at Baywater Health. I hope you all have a Merry Christmas and a Happy New Year.
Visited November 2022
Review titled Baywater Healthcare Ltd
Replied on 23 December 2022
Hello, Thank you for your fantastic feedback. We are delighted to hear about your experience with our service and hope you had a lovely holiday. Happy Christmas and New Year. We look forward to continuing to serve you in 2023. Best wishes, Baywater Healthcare
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Review titled Consistently excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 02 November 2022
I have had dealings with this company since being diagnosed with sleep apnoea in 2015, I can honestly say that their efficiency is second to none. I rang them yesterday for a replacement breathing mask & it was on my doorstep this morning. This has always been my experience with them, without exception. The staff on the telephone have always been very professional, polite & as helpful as possible to me. I'm very grateful to them for the service they provide & would highly recommend them.
Visited November 2022
Review titled Baywater Healthcare Ltd
Replied on 03 November 2022
Hello, Thank you for your 5-star review. We are delighted that you are happy with the standard of service that you have received. We look forward to continuing to meet your expectations in the future. I will be sure to pass on your kind words to our team. Best Wishes, Baywater Healthcare
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Review titled Brilliant service
Rated 5 stars out of 5
by Geoff Barrass - Posted on 06 July 2022
Being a new user I received my first oxygen supply last Saturday and set off on holiday taking two cylinders, by Monday afternoon realised I didn’t have enough to see me through. I phoned Bayswater at 5.45pm and received a delivery at my touring caravan in a farmers field at 9am the following morning!! I cannot praise you enough Very Well Done !!!!
Visited July 2022
Review titled Baywater Healthcare Ltd
Replied on 06 July 2022
Hello, Thank you for taking the time to give us your feedback. We are delighted to hear about your experience with our service. Hearing our users’ thoughts is always important to us. We hope that you have a fantastic holiday and that the weather is good for you. Best wishes, Baywater Healthcare
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Review titled Excellent Customer Service
Rated 5 stars out of 5
by Fred - Posted on 09 July 2022
The person making the first delivery of ambulatory and non-ambulatory oxygen arrived within the specified time-band and was friendly, helpful, well informed, efficient; what more could one ask for ?
Visited July 2022
Review titled Baywater Healthcare Ltd
Replied on 11 July 2022
Hello, Thank you for sending us your feedback. We are delighted to hear about your experience with our service. We look forward to continuing to provide you with the level of service you expect. Best wishes, Baywater Healthcare