Navigating Hospital Appointments: Your Guide to NHS Patient Transport

Attending hospital appointments can sometimes present a significant challenge, especially for individuals with mobility issues, specific medical conditions, or those who simply lack alternative means of transportation. Fortunately, the National Health Service (NHS) offers a vital service designed to bridge this gap: the Patient Transport Service. This service aims to ensure that patients can reach their scheduled appointments without undue stress or difficulty. This comprehensive guide will delve into the intricacies of the NHS Patient Transport Service, covering eligibility criteria, the booking process, provisions for escorts, and assistance with travel expenses.

What is the Patient Transport Service?

The Patient Transport Service (PTS) is a dedicated service provided by the NHS to assist patients who are unable to use public transport due to their medical condition or disability. It is crucial to understand that this service is not a general taxi or private hire service. Instead, it is a carefully managed system designed to support those with genuine needs related to their health and mobility in accessing essential healthcare appointments.

Who is Eligible for Patient Transport?

Eligibility for the Patient Transport Service is not automatic and is based on a thorough assessment of individual circumstances. To qualify, patients typically need to meet one or more of the following criteria:

• You have a disability or a medical condition that renders you unable to use public transport independently.
• You require the support of medical staff during your journey to the appointment.
• You have recently undergone or are about to undergo surgery or treatment that affects your ability to move.
• Your medical condition is such that it could deteriorate (get worse) with little or no warning, making independent travel risky.
• You do not have the support of friends or relatives available to transport you, and you have no other feasible way of reaching the hospital.

The Eligibility Assessment Process

When you contact the Patient Transport Service to request transport, an eligibility assessment will be conducted. This assessment is designed to determine if your needs align with the service's criteria. It is essential to contact the service within a specific timeframe: no less than two working days and no more than ten working days before your appointment. Assessments cannot be completed outside of this notice period, so planning ahead is vital.

The information you will be asked for during this assessment typically includes:

• Your NHS number.
• Relevant medical information pertaining to your condition and its impact on your mobility.
• Details about vehicle access to your property.
• Any specific equipment required for your journey.
• The location of your pick-up and drop-off points.
• The timings of your appointment.

It is highly recommended to have your appointment letter or text message readily available when you make the call, as it will contain important details. If you are a regular attendee at the hospital, you will be assessed for the duration of your treatment or every three months. For occasional visits, an assessment will be conducted each time you request transport.

How to Book Patient Transport

Booking patient transport is a straightforward process, but it requires adherence to the specified procedures and timings. You can contact the Patient Transport team by phone on 020 3299 8000. The lines are open from 9 am to 4:45 pm, Monday to Friday, excluding bank holidays.

If you are non-verbal or prefer to communicate via email, you can reach the service at [email protected] A friend, relative, or carer can also contact the service on your behalf if needed.

During Your Journey: Being Collected and Arriving at Hospital

Once your transport is booked, the Patient Transport team may contact you either before or on the day of your appointment to confirm the booking details. It is advisable to keep your phone readily accessible during these periods. When you are collected, please ensure you have any necessary refreshments and medications with you.

Upon arrival at the hospital, you should report to the reception desk at the clinic you are attending. The Patient Transport team can provide assistance to guide you to your specific clinic if required.

Departing from Hospital: The Return Journey

When you are ready to leave the hospital, please remain in your clinic until you are ready for collection. In some cases, you may be asked to wait in a designated transport lounge, which is often located near a main entrance, such as the Golden Jubilee Wing entrance. A hospital porter can be arranged to escort you to this lounge if needed. Once you reach the transport lounge, please check in at the reception desk.

Changing or Cancelling Your Transport Booking

Circumstances can change, and you may need to alter or cancel your pre-booked transport. To do this, you must call 020 3299 8000 during the service's operating hours (9 am to 4:45 pm, Monday to Friday, excluding bank holidays). For non-verbal individuals, emailing [email protected] is also an option.

It is critically important to cancel any bookings that are no longer needed. Failure to do so may impact your ability to book transport with the service in the future. This policy ensures that resources are available for those who genuinely require them.

Requesting a Review of a Decision

If your request for patient transport has not been approved, but you firmly believe you meet the eligibility criteria, you have the right to request a review of the decision. You can do this by calling 020 3299 6632 during the service's working hours. Additionally, you can ask your GP to provide a letter outlining why you require patient transport. This letter must be on the GP surgery's headed paper and can be sent via email to [email protected] or by post to: Patient Transport Service, Logistics Department, 1st Floor Unit 8, King’s College Hospital, Denmark Hill, SE5 9RS.

Specialised Transport: Single-Person Transport and Escorts

Single-Person Transport (Lone Travel)

In specific, limited circumstances, the service may offer single-person patient transport. This is generally reserved for patients who require isolation, as confirmed by a clinician. This includes transplant patients and cardiothoracic surgery patients who need to maintain a sterile or isolated environment. Patients with a confirmed vulnerable status may also be considered for single-person transport.

Requesting an Escort

For certain patients, the option to travel with an escort – typically a friend, family member, or carer – is available. You can request an escort if you:

• Are under 16 years old.
• Require personal care assistance during your hospital visit.
• Need constant supervision during your visit.
• Require help administering medication during your visit.

If an escort has not been automatically offered but you believe one is necessary, you can request a second interview by calling 020 3299 6632. It is important to note that escorts cannot be added to a booking on the day of travel, and bookings must be made in advance. If your escort is not eligible to travel with you on patient transport, they will need to make their own arrangements for travel to and from the hospital.

Providing Feedback on the Service

Your experience with the Patient Transport Service is valuable. The NHS encourages feedback to help improve the service. You can usually find a short survey on the relevant NHS Trust's website to share your thoughts on using the patient transport service.

Help with Travel Costs: Beyond Patient Transport

While the Patient Transport Service covers specific needs, there's also provision for help with general travel costs for hospital appointments, particularly for those on low incomes. To qualify for reimbursement of travel costs, you generally need to meet three conditions:

1. At the time of your appointment, you or your partner must be receiving certain qualifying benefits or allowances, or meet the eligibility criteria for the NHS Low Income Scheme.
2. You must have a referral from a healthcare professional to a specialist or hospital for further NHS treatment or tests (secondary care).
3. Your appointment must be on a separate visit from when the referral was made. This applies whether the treatment is at a different location or on the same premises where the referral was issued.

How to Claim Back Travel Costs

To claim back your travel costs, you will need to visit the hospital's Cash Office. You must bring proof of your qualifying benefits, your appointment letter, and proof of your travel. This proof can be from public transport or your personal vehicle; taxi or minicab costs are not reimbursed. You can also inquire about making a claim by post. Claims should generally be made within three months of your appointment. The Cash Office typically operates Monday to Friday, with specific opening hours, excluding bank holidays. You can contact the Cash Office on 020 3299 3132.

Congestion Charge and ULEZ Reimbursements

For individuals who are clinically assessed as too unwell to travel on public transport, there may be provisions to claim back Congestion Charge and Ultra Low Emission Zone (ULEZ) payments for journeys made to and from hospital appointments. The Transport for London (TfL) website is the best resource for detailed information on these specific reimbursements.

Claiming Back Contactless Payments

If you use contactless payment or an Oyster card for your travel, these costs can also be reimbursed. To facilitate this, you will need to obtain a list of your journeys from the TfL website. This usually requires registering your contactless payment card or Oyster card on the TfL website to access your travel records.

Conclusion

The NHS Patient Transport Service and its associated travel cost assistance schemes are invaluable resources for many patients. By understanding the eligibility criteria, booking procedures, and the support available for escorts and travel expenses, patients can navigate their healthcare journey with greater ease and confidence. Always remember to plan ahead, provide accurate information, and adhere to the specified timeframes to make the most of these essential services.

Frequently Asked Questions

Q1: Can I use the Patient Transport Service for routine GP appointments?

A1: The Patient Transport Service is primarily for hospital appointments and is generally not used for routine GP visits, unless there are specific exceptional circumstances and a referral from your GP.

Q2: Can I book patient transport on the same day as my appointment?

A2: No, you must contact the service at least two working days before your appointment, but no more than ten working days before. Assessments cannot be completed outside this notice period.

Q3: What if my condition changes and I suddenly need patient transport?

A3: If your condition deteriorates suddenly and you require transport, you should contact the service immediately. However, eligibility is subject to assessment, and same-day transport cannot be guaranteed if the initial notice period was missed.

Q4: Can a friend or family member travel with me for free?

A4: You can request an escort if you meet certain criteria (e.g., under 16, need personal care, constant supervision, or help with medication). If they are not eligible to travel with you, they must make their own travel arrangements.

Q5: Can I claim back the cost of a taxi or minicab?

A5: No, the NHS does not reimburse taxi or minicab costs. Reimbursement is typically for public transport or use of a personal vehicle, subject to meeting specific eligibility criteria.

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