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 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.
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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