Patient transport (non-emergency)

Advice for patients

Who can use hospital transport?

Patients usually make their own way to and from hospital for non-emergency appointments and discharge.

However, some medical conditions can prevent people from using public transport or taxis. Where necessary, hospital transport is available for both inpatient stays and outpatient appointments.

What are the criteria for hospital transport?

There are clear national rules stating which patients can get hospital transport based on medical needs. These criteria apply to both outpatient appointments and discharges from an inpatient stay.

Usually, NEPTS is available to you if:

• You can't use other forms of transport without damaging your health, due to your condition.
• Your mobility means that you are unable to use other transport e.g. stretcher patients.
• You need the skills and support of specialist patient transport staff. For example, to administer oxygen during the journey.

To find out more information please visit Cambridgeshire and Peterborough - EMED Group (opens in a new tab).

Who decides if you are eligible?

To arrange hospital transport, please call the EMED help desk on 0300 777 5555.

Medical condition and transport needs can change. The services above will consider eligibility for transport with each request.

Who provides the hospital transport?

Cambridgeshire and Peterborough - EMED Group (opens in a new tab) is the provider for non-emergency patient transport in Cambridgeshire and Peterborough.

If you are outside this area, please contact your GP or local Integrated Care System (ICS) to find your local provider.

For outpatients

• If you need to cancel your appointment or have arranged your own transport, please call 0300 777 5555 to cancel your transport. Please also remember to cancel your hospital appointment.
• Please allow at least 24 hours’ notice to arrange or cancel transport.
• Please ensure you are ready to be collected up to two hours before your appointment.
• Transport may sometimes be late due to unavoidable delays. Every effort will be made to get you to your appointment on time.
• Please bring these with you:
• appointment letter
• any medication and its packaging
• hearing aid and glasses
• Key to your home
• Please be aware you may need to share hospital transport with other patients. You may have to wait until those patients are also ready to go home.
• Please let outpatient clinic staff know that you are using hospital transport. They can ensure your appointment is kept to time and that you are ready for your return journey home.

For more information please visit Cambridgeshire and Peterborough - EMED Group (opens in a new tab)

For inpatients being discharged

The same eligibility criteria as described above applies to inpatients being discharged. These are:

• You can't use other forms of transport without damaging your health due to your condition.
• You are unable to use any other means of transport (e.g. stretcher patients) due to your mobility.
• You need the skills and support of specialist staff e.g. to administer oxygen during the journey.

We encourage all patients to make appropriate transport plans after an inpatient stay. If you are unable to get home by yourself, consider other options such as family or friends. If you are using non-emergency patient transport:

• It is important you are ready when your transport arrives at the ward.
• If transport is delayed, every effort will be made to collect you from the ward promptly.
• Please be aware you may need to share hospital transport with other patients. You may have to wait until those patients are also ready to go home.

For more information please visit Cambridgeshire and Peterborough - EMED Group (opens in a new tab)

Other community transport options in Cambridgeshire

Contact  Cambridgeshire Community Transport (opens in a new tab) for further information on any of the following:

Community Transport Schemes in Cambridgeshire

Community transport provides journeys for people who have difficulty using conventional public transport.

Most community transport schemes are only available to people who meet these criteria:

• you do not have access to public transport and do not have access to your own car
• you experience difficulty using public transport i.e. because of a disability or age
• You can’t get basic services, like healthcare, because you live in a remote area or don’t have access to them.

Taxicard scheme leaflets

Taxicard schemes assist with the cost of taxi journeys. They are available for people who have difficulties getting or using public transport. Visit the Taxicard pages on the Community Transport website (opens in a new tab) and select your local area for more details.

Further information, concerns or complaints

• Please contact the EMED bookings and enquiries help desk on 0300 777 5555
• visit Cambridgeshire and Peterborough - EMED Group (opens in a new tab)
• contact whoever made the booking. For example, your GP practice, call centre, outpatient clinic or hospital ward
• contact the local Patient and Advice Liaison Service (PALS).