Patient Transport Service

Please call 0300 0110 017 

The booking office is open every day of the year, seven days a week, from 8am to 6pm.

Non-Emergency Patient Transport (NEPTS) is only available for patients with a medical need (see below). Other patients must make their own arrangements. Please ensure that all other transport options have been exhausted before contacting the Patient Transport Service (PTS). Can transport be arranged through family, friends, or a taxi paid by the patient? Non-eligible patients who cannot afford transport costs may qualify for the Healthcare Travel Costs Scheme (HTCS) and can be signposted to the hospital cashier’s office.

Who is the NHS non-emergency patient transport service (NEPTS) for?

The non-emergency patient transport service is funded by the NHS for patients who, due to their mobility needs or medical condition, are unable to travel safely by other means. The service is provided by EMED Medical Transport Services Ltd on behalf of your local NHS.

Other transport options

Other options may be more appropriate for you. Please see the patient information websites below, which detail community programs to assist people with local transport:

Herefordshire

https://www.herefordshire.gov.uk/public-transport-1/community-transport/2

Worcestershire

https://www.worcestershire.gov.uk/council-services/adult-social-care/support-stay-independent-and-living-home/travel-and-community-transport

Who decides if I am entitled to use NEPTS?

All patients who wish to be considered for the non-emergency patient transport service are required to be assessed by the EMED Patient Transport Advice Centre against national eligibility criteria.

Who might be eligible to use NEPTS?

NEPTS is available if:

• Your medical condition means you cannot use other forms of transport without damaging your health
• Your mobility means that you would be unable to access healthcare by any other means
• You need the skills or support of PTS staff before/on/after the journey.

Examples include:

• All stretcher patients
• Some wheelchair patients
• Patients being transferred between hospitals
• Patients who require oxygen to be administered during the journey
• Patients who need to be monitored during the journey

I have had NEPTS before, will I continue to get it?

Your eligibility for NEPTS is considered each time you ask for patient transport, because your medical condition and your transport needs can change. There have also been some recent changes to NEPTS eligibility criteria, which may mean you are no longer eligible. Please check this when booking your transport.

I have NEPTS booked, but something has changed.

If something has changed: such as, date, time, or location, or transport is no longer required, please call 0300 0110017 as far in advance as possible so they can change their schedule.

Can I bring someone with me? (for example, a non-medical escort or friend/partner)

Yes, where this is essential to ensuring a safe journey for you, the crew, and other patients travelling in the vehicle, so if:

• You are under 16 years of age – an escort must travel with you
• You rely on a translator • You rely on a carer for communication
• You have mental health issues which mean that you must be accompanied by a known carer.

In all other cases, anyone intending to be with you for your appointment is responsible for arranging their own transport.

When will I be picked up?

It is not possible to give you an exact pick-up time, but you can expect to be collected in time to attend your appointment. This will usually be within the 2 hours before your appointment.

Sometimes due to unavoidable delays your NEPTS transport may be late.

If so, the NEPTS service and hospital will do all they can so that you can still have your appointment. Transport will collect you as soon as possible after your appointment to take you home, although again, there may be a delay.

What do I do if my transport hasn’t arrived?

If you need to check on the whereabouts of your transport on the day, please call EMED on 0300 0110017.

What if I have a follow-up hospital appointment and require transport?

You will need to book transport for your follow-up hospital appointment by calling the EMED Patient Transport Advice Centre.

What happens after I have a NEPTS booking?

You will receive a confirmatory phone call from EMED before you travel.

What will happen when I arrive at my appointment?

You will arrive outside the hospital or clinic’s entrance and, if required, assisted to the waiting area, clinic, outpatients’ department or ward.

Further information

For further details on the non-emergency patient transport service, please see the website: www.hwpatienttransport.co.uk

Patient Transport leaflet

Feedback

To provide feedback, compliments or to make a complaint about the service, contact EMED on 0300 777 8844.