A WHEELCHAIR user who was told to "Google accessible taxis" has had his home-to-hospital transport reinstated after an investigation by the Gazette and Essex County Standard.

When David Packard called to arrange ambulance transport from his Mersea Island home to a specialist hospital in London, he was told he was no longer eligible for the service despite there being no change in his circumstances.

The call handler for the East of England Ambulance Service, which provides the hospital transport, told the 45-year-old he did not qualify because his wife and full-time carer, Sarah, would be going with him.

Mrs Packard had travelled with her husband - who was born with a rare condition called Arthrogryposis Congenita Multiplex - many times before.

The dad-of-two had planned to appeal the decision but after the Standard intervened, ambulance trust bosses overturned the decision.

But despite the u-turn, Mr Packard had already been forced to cancel an appointment scheduled for today, which he had been waiting one year for.

Mr Packard, who has had more than 30 operations since he was born and who also suffers with ME, said: "It is not an exaggeration to say it is all down the Standard that this has happened.

"I am convinced this would not have been the outcome had questions not been asked by the Standard."

He added: "I will still miss my appointment, which is very frustrating as it will take months for another one."

Mr Packard, who lives in Yorick Road, said when he initially called the trust to book transport the call handler "took exception" when he stated his carer would always travel with him.

He said: "I explained my medical needs and told her that I had often been sick on the journeys previously and that I often needed toileting whilst travelling.

"My carer has in the past had to change all my clothes and assist me in toileting needs.

"She has also had to give me medication on occasions as I can't always do this myself.

"My carer is used to my needs and usually knows how to help me, making things much easier and less stressful - which is crucial whilst travelling in a moving vehicle."

He added: "The call handler then said that as I had a carer I would not need ambulance transport.

"She told me I could travel down in a wheelchair accessible taxi with my carer.

"The call handler then stated I was no longer eligible for any hospital transport.

"She told me to Google wheelchair taxis and make my own arrangements with them."

Mr Packard claimed the trust's Norwich call centre is "staffed by people who have no medical background", adding: "I have never felt so much contempt being directed towards myself, the patient.

"It feels like the call handlers are analysing your every word, ready to pounce with the threat of service withdrawal.

"I do understand that there needs to be checks to prevent the service from being abused, but it feels like the individual is considered guilty until proven innocent.

"This unfortunately seems to be a very far cry from an empathetic caring service."

A spokesman for the East of England Ambulance Service Trust said: "We’d like to apologise to Mr Packard for any distress caused.

"Following an investigation he has been told that he is eligible for future transport."