Non-Emergency Patient Transport Service

Non-Emergency Patient Transport Service

Patients who have a non-emergency medical need and require help with transport to reach their hospital appointment can apply to the CCG’s commissioned Non Emergency Patient Transport Service (NEPTS) provided by Arriva Transport Solutions Ltd.

The criteria that determine whether or not you are eligible for NEPTS have been set by the Department of Health and are based upon whether your medical condition prevents you from travelling by any other means.  Your eligibility is assessed each time you request to use the service (apart from those receiving regular dialysis or oncology treatment)

As a patient, you will not always have to book your own transport. This is sometimes done by the hospital or clinic under which you are being treated. However, if you are referred for tests or treatment by your doctor you may have to contact Arriva directly (you will be advised of this by your surgery/clinic).

If you are asked to book your own transport, you should call Arriva on 0345 600 6068*. Your call will be answered by a member of the Arriva team who will first assess whether you are eligible to use patient transport by asking you a few simple questions about your medical condition and mobility needs.

Your answers to these questions will determine whether you are eligible. You will need to have the following information to hand:

  • Date of Birth (DOB)
  • Your NHS number
  • Full address with postal code
  • Your mobility needs – are you in a wheelchair for example?

Once your transport is booked, you will be given a booking journey reference number. You should keep this number in safe place in case you need to contact Arriva again to make any changes – e.g. if you appointment time or date changes or is cancelled.

To find out more about what happens when the hospital or clinic books your transport, or what to expect from the Non-Emergency Patient Transport Service please see the Patient Information Leaflet. Further guidance for NHS staff is also accessible in the NHS staff PTS leaflet.

The Arriva service runs 24 hours, 7 days a week.  It operates to performance standards (called Key Performance Indicators) that have been set by the CCG.  These include: not waiting more than 30 seconds for your call to Arriva to be answered; the maximum time you should expect your journey to take, depending on the distance to travel; your arrival at hospital to be between 45 minutes before and 15 minutes after your booked arrival time; pick-up from hospital to take you home, within an hour (if your journey was pre-booked at least the day before the day of travel) and pick-up from hospital to take you home, within 4 hours (if your journey was not booked until the day of travel).

Arriva welcomes your feedback, so if you have an enquiry or wish to make a comment or a complaint, please contact Arriva on:

Arriva Transport Solutions
Freepost ANG 7624
Luton
LU4 8BR

0345 600 6068*
patientcustomerservice@arriva.co.uk

Alternatively, if you have a low income and do not have a medical need for transport, you may be able to reclaim your travel costs through a national NHS scheme called the Healthcare Travel Costs Scheme. Full details of eligibility, the claim form, and how to make a claim, are available here.

You can make a claim at the hospital at time of your hospital appointment (provided you have the necessary paperwork) or you can make a postal claim up to three months after your appointment has taken place.  This service is not related in any way to the Arriva NEPTS service.

*Please note calls to this number will be charged at a standard local rate

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