Patient Transport

Healthcare Travel Costs Scheme

Did you know that you might be able to claim help with your travel costs through the Healthcare Travel Costs Scheme?

The Healthcare Travel Costs Scheme (HTCS) is a Department of Health scheme which allows patients on a low income or specific benefits to claim their travel costs to hospital. You can make a claim at the hospital or up to three months after your appointment has taken place. The NHS organisation handling your claim will normally calculate any refund on the basis of what would have been the cheapest suitable mode of transport for your circumstances. This service is not related in any way to the NEPTS service.

Find out more from our Help with travel costs leaflet

Non-Emergency Patient Transport Service (NEPTS)

From 1 June 2019 the non-emergency patient transport service for patients in Wiltshire is provided by E-zec Medical Transport Services.

Patients who wish to be considered for the service are required to be assessed by the Patient Transport Advice Centre against national eligibility criteria.

Non-emergency patient transport is available if:

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

More information is available on the BGSW non-emergency patient transport service website and in our NEPTS patient leaflet.

Contacting the Patient Transport Advice Centre
  01278 727410

Feedback - booking enquiries:

If you have an enquiry, feedback or want to make a complaint about the process of being assessed for eligibility, or about making a booking with the patient transport advice centre, please contact PTAC on 01278 727410.

Feedback - about your journey

To provide feedback or to make a complaint about your journey, contact E-zec Medical Transport Services on 0300 777 5577.

Key Performance Indicators

The non-emergency patient transport service operates to performance standards called Key Performance Indicators that have been set by the CCG.  These include:

  • the maximum time you should expect your journey to take, depending on the distance to travel
  • your arrival at hospital to be within the hour before your booked arrival time/appointment time
  • pick-up from hospital to take you home, within one hour and 15 minutes of booked time (if your journey was pre-booked at least the day before the day of travel) – one hour for dialysis patients
  • pick-up from hospital to take you home, within 4 hours of booked time (if your journey was not booked until the day of travel) – two hours for patients making the journey at end of life