Navigating Patient Transport at The Christie

For many patients undergoing vital treatments, particularly at specialist centres like The Christie, simply getting to and from appointments can be a significant challenge. While most individuals manage their own travel, a crucial service exists for those whose medical condition prevents them from using public transport or private vehicles. This guide aims to demystify the process of accessing Patient Transport Services (PTS), clarify the roles of different organisations, and provide essential information to ensure your journey to and from The Christie is as stress-free as possible.

Understanding who is responsible for what, and how to navigate the booking and management of these services, is key to accessing timely and appropriate care. It's important to recognise that Patient Transport Services are not a taxi service for convenience but a lifeline for those with genuine medical need. This article will walk you through the specifics, from booking your first journey to understanding what to do if your transport is delayed, and even exploring alternative options available within the community.

What Exactly Are Patient Transport Services (PTS)?

Patient Transport Services (PTS) are a specialised form of non-emergency transport designed to help individuals attend their hospital appointments, clinics, or be transferred between medical facilities when their medical condition prevents them from travelling by any other means. This isn't a general transport service for anyone who prefers not to drive or take a bus; there are strict eligibility criteria in place to ensure that these valuable resources are allocated to those who need them most. The primary goal of PTS is to ensure that patients who are genuinely too unwell or frail to travel independently can still access the medical care they require without undue hardship.

For instance, a patient undergoing chemotherapy might be too nauseous or weak to manage public transport, or someone recovering from surgery may have limited mobility that makes standard travel impossible. In these scenarios, PTS becomes an essential component of their care pathway. It’s about providing a safe, comfortable, and medically appropriate journey, distinct from standard public or private transport options.

The Christie's Role vs. Ambulance Services: A Key Distinction

A common misconception is that The Christie directly provides the ambulance transport itself. It is crucial to understand that while The Christie facilitates the booking and coordination of these services for its patients, the actual transport and ambulance vehicles are provided by the North West Ambulance Service (NWAS). The Christie acts as the liaison, helping patients navigate the booking system and communicate with NWAS, but it is not responsible for the operational aspects of the ambulance service itself, including vehicle availability, crew deployment, or journey timings.

This distinction is vital for managing expectations. If there are delays or issues with the ambulance vehicle or crew, The Christie's transport department will do their best to liaise with NWAS on your behalf to get updates, but they are not in direct control of the ambulances. This also means that The Christie cannot offer reimbursement if you choose to take a taxi because your ambulance transport is delayed or you decide not to wait. Understanding this separation of responsibilities helps patients know who to contact for specific issues and what to expect.

Booking Your Essential Journey: A Step-by-Step Guide

The process for booking patient transport varies slightly depending on whether it's your first visit or a subsequent appointment.

For Your First Visit to The Christie:

If you are attending The Christie for the first time and believe you meet the eligibility criteria for patient transport, your first point of contact should be your General Practitioner (GP). Your GP will be able to advise you on how to book your transport via your central referral booking centre. This initial booking process often involves a series of questions designed to confirm your eligibility for patient transport. These questions ensure that the service is used by those who genuinely cannot travel by other means, safeguarding resources for the most vulnerable patients.

For Other (Subsequent) Visits:

Once you are an established patient at The Christie, booking subsequent transport becomes more straightforward. You have two primary options:

• In-Person: You can visit the transport department, located at department 42 in the main outpatient area at The Christie. The staff there are well-versed in the criteria and can assist you directly.
• By Phone: You can call the transport department on 0161 446 8114 or 0161 446 8143. The dedicated staff will be able to discuss your eligibility for ambulance transport and arrange your future bookings efficiently. It is always helpful to have your appointment details readily available when you call.

Regardless of how you book, the staff will guide you through the process and confirm your booking, providing you with a reference number.

Accompanying Someone: Escort Guidelines

For some patients, having a companion during their journey is essential for their comfort, safety, or support. You may be able to bring one other person with you on the patient transport, provided they meet the North West Ambulance Service (NWAS) criteria for escorts. These criteria are in place to ensure that the presence of an escort is genuinely necessary for the patient's well-being and not simply for convenience.

However, there is a very important point to remember regarding escorts: if you, the patient, have to stay in hospital for an extended period or are admitted, your relative or friend will not be able to use the ambulance transport to travel home. They will need to make their own arrangements for return travel and should ensure they have sufficient money to pay for their journey, as The Christie cannot provide this. This is a crucial piece of information that often catches escorts unaware, so planning ahead is always advisable.

Managing Your Journey: Before, During, and After

Confirming Your Booking:

Once you have booked your transport, you will be given a unique booking reference number. This reference number serves as your confirmation that your transport has been successfully booked. There is no need to call again to reconfirm, as the details are automatically sent to NWAS, who are responsible for providing the service. Keeping this reference number handy is always a good idea in case you need to query anything later.

The Critical Importance of Cancellations:

Life can be unpredictable, and sometimes, despite best intentions, you may find yourself unable to attend your appointment. If you have booked Patient Transport Services and need to cancel your appointment, it is extremely important that you also cancel your transport. To do this, please telephone the transport clerk on 0161 446 8114 or 0161 446 8143 as soon as you possibly can. Providing at least 48 hours' notice is incredibly helpful, as it allows The Christie and NWAS to reallocate your booking to another patient who is in urgent need of transport. Failing to cancel can result in wasted resources and means another patient misses out on a vital journey.

Being Ready for Your Pick-up:

NWAS requests that patients are ready at least two hours before their scheduled appointment time. This allowance is made to accommodate potential traffic, unforeseen delays, or the need to pick up other patients along the route. While the ambulance service will always do their best to be with you on time, being prepared and ready within this window helps ensure a smoother and more efficient service for everyone.

When Delays Occur: What to Do (and Not Do):

Despite the best planning, delays can sometimes happen. If your ambulance transport is late arriving, you can contact The Christie's Transport Department on 0161 446 8114 or 0161 446 8143. The staff will do their utmost to liaise with the NWAS control centre to obtain an estimated time of arrival for your transport. It is vital to reiterate that The Christie is not responsible for the service, the ambulance vehicles, or the crews themselves, but they will assist in communication where possible. A crucial point to remember is that if you decide to take a taxi because of a delay, you will not be reimbursed for the cost. Patient Transport Services are specific and cannot be substituted for private transport at the hospital's expense.

Post-Treatment Collection:

Once your outpatient treatment or test is finished, you should report back to The Christie's transport department. The staff there will then notify the ambulance service that you are ready for collection. Please be aware that NWAS has a target of 90 minutes to allocate a vehicle for your return journey, so there will likely be a wait for your transport. For some patients, staff may ask you to wait in the department where you had your test or treatment. It is imperative that you do not leave the designated waiting area unless you have informed a member of hospital staff exactly where you will be. Leaving without notification could result in you missing your transport home, causing further delays and inconvenience.

Inpatient Discharges: Going Home from The Ward

If you are an inpatient at The Christie and are ready to go home, the arrangements for transport differ slightly from outpatient services. In most cases, patients are expected to arrange for a relative or friend to come and collect them. This helps to free up valuable ambulance resources for patients who have more critical medical needs for transport. However, if your medical condition dictates that you require a stretcher ambulance for your journey home, the ward staff will make these arrangements for you. It is important that ward staff are given as much notice as possible by NWAS to facilitate this, ensuring a smooth and safe discharge.

Financial Assistance for Travel Costs

The cost of travel to hospital appointments can be a significant burden for some individuals. You may be eligible for help with your travel costs if you or your partner receives an income-related benefit. This support is part of a broader NHS scheme to ensure financial barriers do not prevent patients from accessing necessary medical care.

For more comprehensive information on eligibility criteria and how to claim, it is advisable to visit the official NHS website. Additionally, NH5 claim forms can typically be found outside the cashiers office (department 15/16) at The Christie, or you can print a HC1 claim form yourself. For any further specific queries or assistance regarding travel cost reimbursement, you can ask for more information at the department you are attending or send an email to [email protected].

Exploring Community Transport Alternatives

For individuals who have difficulty using standard public transport but do not meet the strict eligibility criteria for Patient Transport Services, there are valuable community transport providers available. These services often provide a more flexible and accessible option than regular public transport, though they typically involve a cost. They bridge the gap for those who need a bit more support but don't require an ambulance.

It is always recommended to phone these providers directly to check their current costs, availability, and specific service areas, as these can vary. Here is a list of some community transport providers that may be able to assist:

Frequently Asked Questions About Patient Transport

To further clarify common queries, here are some frequently asked questions regarding patient transport services at The Christie:

Is The Christie responsible for ambulance services?
No, The Christie facilitates the booking of patient transport, but the actual ambulance services and vehicles are provided by the North West Ambulance Service (NWAS). The Christie is not responsible for the operational aspects of the ambulance service.

Can I take a taxi if my transport is late and get reimbursed?
No, if you choose to take a taxi because your patient transport is delayed or you decide not to wait, you will not be reimbursed for the cost by The Christie.

How early do I need to be ready for my journey to The Christie?
NWAS requests that you are ready at least two hours before your scheduled appointment time to allow for potential delays and multiple pickups.

What should I do if I need to cancel my patient transport?
It is very important to cancel your transport as soon as possible if you cannot attend your appointment. Call the transport clerk on 0161 446 8114 or 0161 446 8143. Providing at least 48 hours' notice is helpful.

Can someone come with me on the patient transport?
You may bring one other person with you if they meet the North West Ambulance Service (NWAS) criteria for escorts. However, if you stay in hospital, your escort will not be able to use the ambulance transport for their return journey and will need to make their own arrangements.

How long will I wait for transport after my outpatient treatment or test is finished?
After reporting to the transport department, NWAS has a target of 90 minutes to allocate a vehicle for your return journey, so there will likely be a wait.

How do I book ambulance transport for my first visit to The Christie?
For your first visit, your GP will be able to advise you on how to book via your central referral booking centre. You will be asked questions to determine your eligibility.

I am an inpatient ready to go home. How do I arrange transport?
Please arrange with a relative or friend to come and collect you. If you require a stretcher ambulance due to your medical condition, the ward staff will arrange this for you, but NWAS needs as much notice as possible.

Is there any help available with travel costs?
Yes, you may be eligible for help with travel costs if you or your partner receives an income-related benefit. Visit the NHS website for more information, or inquire at The Christie's cashiers office (department 15/16) for claim forms.

Conclusion

Navigating patient transport to and from a specialist centre like The Christie can seem complex, but by understanding the system and your role within it, you can ensure a much smoother experience. Remember, Patient Transport Services are a vital resource for those with genuine medical need, provided by the North West Ambulance Service, with The Christie acting as a crucial coordinator. Always plan ahead, be prepared for your journey, and communicate promptly if your circumstances change. Utilise the support available, whether it's through the hospital's transport department or the wider network of community transport providers, to ensure you can access the essential care you need without undue stress or difficulty.

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