Improvements still need to be made to non-emergency hospital transport, more than a year after a critical report, says a leading health watchdog.
The Board of Community Health Councils in Wales say there's been 'very little improvement in terms of patient experience' of the service since its report in January 2018.
John Pearce, the new chair of the Board of CHCs, said: "I think the key issue is 'are patients actually getting to their appointments at the right time and in the right way?' Quite frankly that's not happening at the moment."
It comes after the publication of a report at the beginning of the last year - 'Non-emergency patient transport: the picture across Wales' - which was largely critical of the non-emergency service.
Recommendations included making 'booking arrangements...simpler and easier for patients', keeping them 'properly informed about their transport options', and ensuring 'a suitable range of transport options is available' for those in need.
Dan Duckfield, from Narberth in Pembrokeshire, is blind and a guide dog user. He's also had a foot amputation and visits hospitals weekly. Dan lives alone, so relies on hospital transport to get him to and from appointments, but says the vehicles he's sent usually don't come up to scratch.
The 64 year old told ITV News that one driver had refused to have his guide dog in the car. Another appeared so unhappy about it that he drove at '70, 80, 90 miles per hour' down to the hospital.
Dan also claims to have been left waiting for up to 5 hours for a lift back home following his appointment.
Another patient who's been left frustrated is Sarah Griffiths from Abergavenny. Sarah - who has a rare genetic disorder which affects her eyesight and mobility - stopped using hospital transport after a vehicle was late, causing her to miss her appointment.
Sarah also says the ambulance service refused to take her mother, then her primary carer. She now spends around £100 a year on taxis, a cost for which she isn't reimbursed.
The Welsh Ambulance Services NHS Trust said it was sorry to anyone who'd had 'an experience with patient transport that didn't meet their needs.'
They also told ITV News that they'd invested in 100 new vehicles over the past two years and recently introduced a national booking line, to make it easier for patients to get 'a consistent and high quality service.'
Mark Harris, the interim boss of the non-emergency patient transport service, said the 'phone number would soon be available on the new Welsh Ambulance website, as well as being shared with hospitals and possibly displayed in vehicles.
The trust said they'd spoken to both Sarah and Dan, with Dan telling ITV News that things had improved since we filmed with him.
But, while welcoming their efforts, the authors of last year's report told us the trust's efforts were still not filtering down to other patients.
So it seems there's still plenty of work to do.
Going to hospital is a stressful experience at the best of times. Most would agree that the least patients should expect is a decent journey there and back again.