Your Guide to NHS Patient Transport Services

Accessing healthcare appointments can present a significant challenge for many individuals, particularly those with specific clinical conditions or mobility limitations. Recognizing this, a dedicated non-emergency transport service is available for patients who require assistance to reach hospital appointments. This service operates in accordance with the guidelines set forth by the Department of Health, ensuring that those most in need receive reliable transportation.

Eligibility Assessment for Hospital Transport

If you find yourself in a situation where you require support to travel to and from hospital appointments, the first step is to contact our dedicated transport booking team. You can reach them by calling 0330 678 1245. The team is readily available to assist you during the following hours:

• Monday to Friday: 8:00 AM to 8:00 PM
• Saturday and Sunday: 10:00 AM to 1:00 PM

We understand that making phone calls may not always be feasible for everyone. Therefore, if you are unable to call yourself, a trusted friend, relative, carer, or any designated representative is welcome to make the call on your behalf. Upon contacting us, one of our trained team members will conduct a confidential assessment of your needs. This will involve asking pertinent questions about your medical condition and your mobility to ensure we can provide the most appropriate support.

For patients who have regular hospital appointments, we conduct a review of your transport needs every three months. This ongoing assessment allows us to tailor the type of vehicle and support provided to your evolving requirements, ensuring you always receive the most suitable transport.

What Happens After Your Assessment?

Should your request for hospital transport be approved following the assessment, our team will proceed to book your transportation. This booking encompasses not only your journey to the hospital but also your return journey home, providing a complete end-to-end service.

To ensure everything runs smoothly, we will contact you the day before your scheduled hospital appointment. This crucial communication serves multiple purposes:

• To confirm that you are still attending your appointment.
• To verify that you still require hospital transport.
• To ensure the correct type of vehicle has been requested, matching your specific needs.
• To confirm we have the accurate address for pick-up and have noted any special requirements you may have.

Please note that if your appointment falls on a Monday, this confirmation call will take place on the preceding Friday. During this call, we will provide you with an approximate pick-up time.

To help you prepare, you will receive a text message to your mobile phone or a voice message to your landline telephone number when the transport team is approximately 30 minutes away from your location. We kindly request that you be ready for your pick-up, as our drivers are allocated strict schedules and can only wait for a maximum of 10 minutes.

Alternative Transport Options and Appeals

In instances where an individual may not meet the eligibility criteria for the hospital transport service, our trained team members will discuss alternative ways for you to reach our hospitals. We are committed to finding solutions for everyone.

If you require assistance with travel costs, we will guide you through the process of applying for the NHS Healthcare Travel Costs Scheme. This scheme can help alleviate the financial burden of essential travel for healthcare.

We understand that there may be occasions where you feel an assessment decision is incorrect. In such cases, you have the right to discuss the matter with a supervisor who will endeavour to resolve your transport issue. If your concern remains unresolved, you can formally appeal the decision by contacting our Patient Advice and Liaison Service (PALS). Your appeal will then be thoroughly reviewed by the service that is currently providing your care.

For those who prefer to plan their own journeys, valuable resources such as the TFL Journey Planner or Citymapper are available. These tools allow you to plan your travel using your preferred mode of transport, offering flexibility and control over your journey.

Accompanying a Patient on the Journey

The decision on whether a friend or relative can accompany a patient on the journey is made in accordance with Department of Health guidelines. These guidelines are in place to ensure the safety and well-being of all passengers and staff. If you wish to discuss the possibility of an accompanying person, please call our transport booking team directly on 0330 678 1245.

What to Bring for Your Hospital Visit

To ensure a smooth and comfortable journey, please make sure you bring the following essential items with you:

• Any appointment letters or other relevant paperwork.
• Any prescribed medication you need to take.
• Your walking aids or wheelchairs, if required.
• Suitable clothing appropriate for the prevailing weather conditions.
• Your house keys for your return home.
• Anything else that you have been specifically advised to bring, which is usually detailed in your appointment letter.

For patients who are diabetic, it is advisable to bring some food and water. This is a precautionary measure in case of unforeseen traffic delays, ensuring you can manage your condition during the journey.

Please be mindful that there is limited space available onboard our vehicles. We kindly request that you only bring one small bag. If you need to discuss bringing any other items, please contact the helpdesk in advance on 0330 678 1245.

Who Will Be Providing Your Transport?

Your patient transport will be provided by Community Ambulance Services (CAS). CAS is a specialist provider of transport services that operates on behalf of Imperial College Healthcare NHS Trust. They are a fully CQC-accredited organisation, demonstrating their commitment to high standards of care and service delivery. CAS provides non-emergency transport services to several NHS trusts across the country. For more detailed information about their services, you are encouraged to visit the CAS website.

You can be assured that each member of the CAS staff will be in uniform and will be carrying an in-date photo identification badge. This ensures that they are easily identifiable and adhere to professional standards.

Getting Home After Your Appointment

If you are attending a planned appointment, it is important to inform the clinic or department staff upon your arrival that you are a transport patient. This notification allows the hospital staff to make the necessary arrangements for your transport home after your appointment.

We strive to minimize waiting times for patients needing transport home. However, please be prepared for a potential waiting period of up to 90 minutes. This allows for efficient scheduling and ensures all patients are transported safely.

Should you need to leave the patient transport lounge while awaiting your onward journey, it is essential to inform a member of staff. This ensures they are aware of your whereabouts and can facilitate your pick-up when your transport arrives.

For patients who have a longer stay in hospital as an inpatient, transport arrangements for your discharge home will be managed by the ward staff. They will coordinate this once you are ready to leave the hospital.

Addressing Questions, Concerns, or Complaints

If you encounter any issues or have questions regarding your transport booking, please do not hesitate to contact us on 0330 678 1245. Your feedback is invaluable in helping us to improve our services.

Should you wish to make a formal complaint, you can do so by contacting 020 3326 1326. This line is available Monday to Friday, between 09:00 AM and 5:00 PM. Alternatively, you can submit your complaint via email to [email protected].

We are also actively encouraging our staff to record any transport problems and delays experienced by patients. This is done in the same manner as recording other adverse incidents, which provides us with a clear understanding of the situation and allows us to monitor progress and implement necessary improvements.

Frequently Asked Questions

Q1: How do I know if I am eligible for patient transport?
Eligibility is determined through a confidential assessment conducted by our transport booking team. They will ask about your medical condition and mobility to assess your needs.

Q2: Can a family member travel with me?
Whether a friend or relative can accompany you is decided based on Department of Health guidelines. Please call our booking team to discuss your specific circumstances.

Q3: What should I do if my transport is late?
While we aim for timely service, delays can occur. If your transport is significantly delayed, please contact our booking team on 0330 678 1245. We also encourage staff to record delays to help us improve.

Q4: Can I bring a large bag or luggage?
Due to limited space, we can only accommodate one small bag per passenger. If you need to bring additional items, please contact the helpdesk in advance to discuss your requirements.

Q5: What happens if I miss my appointment and have booked transport?
If you are unable to attend your appointment, please inform the hospital department and our transport booking team as soon as possible to cancel or reschedule your transport.

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