Non-Emergency Patient Transport Service
Looking after you from door to door
I’m one of the professional team of drivers, care assistants, call takers, dispatchers and support staff that make up the Non-Emergency Patient Transport Service (NEPTS) at SCAS. We provide non-emergency patient transport across Buckinghamshire, Berkshire, Hampshire and Oxfordshire and as an organisation, we have over 40 years’ experience. For eligible patients who are unable to use public or other transport due to their medical condition, we provide a vital service getting them safely and comfortably to hospital or other healthcare centres.
Patient journeys undertaken in 2015/16
Welcome to the Patient Zone
Our Patient Transport Service (PTS) has provided non-emergency transport across Buckinghamshire, Berkshire, Hampshire and Oxfordshire for more than 40 years. From April 2017 we will also provide the service across Surrey and Sussex.
We are proud to transport people who are unable to use public or other transport due to their medical condition and include those who are:
- attending hospital outpatient clinics
- being admitted to or discharged from hospital wards
- needing life-saving treatments such as radiotherapy, chemotherapy or renal dialysis or DVT treatment.
Our non-emergency PTS provides much needed support to patients and is an extremely important part of our service. In 2014/2015 we undertook 500,445 patient journeys.
We have liaison officers across the region in major hospitals where our staff are the public face of the PTS division. They deal with bookings and queries, but also with any problems that occur on the day such as late arrivals, changes in patient appointments, and most importantly that every patient is conveyed so that they get the treatment they need.
If you are interested in supporting SCAS NEPTS and its patients by becoming a Volunteer Car Driver, please contact Volunteer.CarDriver@scas.nhs.uk.
How do I book transport?
If you believe you are eligible you can book your transport in the following ways
If you are a Thames Valley or Milton Keynes patient you can contact the patient eligibility line directly where you will be asked a set of questions to determine if you are eligible based on the criteria set out by our commissioners. If you are accepted then you will be able to book your transport accordingly.
All other patients can request transport through their GP or the treatment site they are attending, who will book transport using our on-line booking service. These requests are subject to the same eligibility criteria being applied.
Our Contact Centres are available on the following numbers:
- Health Care Professionals Line in Hampshire 0300 100 0024 available 24/7 365 days a year
- Health care Professionals Line in Thames Valley 0300 123 3235 available 24/7 365 days a year
- PTS Cancellation Line 0300 790 0143 available 24/7 365 days a year
- Patient Eligibility Line 0300 100 0015 available 0700-1900 (Thames Valley and Milton Keynes patients only)
- Surrey patients can call 0300 123 9840 between 08:00 and 18:00, Monday to Friday
- Sussex patients can call 0300 123 9841 between 07:00 – 20:00 Monday to Saturday (08:00 – 17:00 Sundays and Bank Holidays)
Manage my booking online
If you have transport booked with South Central Ambulance Service, Patient Transport you can manage your booking by clicking on the link button below;
This function will allow you to Book yourself ready for collection after you have had your appointment and track the progress of your designated vehicle. You also have the ability to cancel your booking if transport is no longer required.
What if I'm not eligible? Are there any subsidised schemes?
If you are not eligible, there are a number of subsidised community car schemes available. It should be noted that a number of these schemes do make a nominal charge for their service, please enquire with the provider at the time of requesting transport : This link will take you to a community transport site where you can type in your postcode/county and a list of local community transport providers will be provided http://www.ctonline.org.uk/search/
Conditions of travel
- only Registered Assistance Dogs are permitted to travel on NEPTS resources and should be advised at time of booking.
- escorts are permitted only if there is a medical need.
- NEPTS will only pick patients up and drop them off from the home address or treatment centre stated on the booking, unfortunately we are not able to make diversions at patient request en route.
- patients should be prepared for their journey 2 hours before their appointment time, this is due to the fact that you will be only one of a number of patients using this service and adequate time must be planned for collecting all patients and allow for the travelling time involved. You may be collected anytime within this 2 hour window.
- patients who are not ready to travel can only be given 15 minutes to become ready before it will become necessary to leave your address to ensure prompt arrival for other patients on board to their destination.
All part of the service
Ambulance Care Assistants receive the following training to enable them to provide a quality service to our service users.
- accredited First Aid at work certificate
- manual handling techniques
- advanced driving skills
- defibrillator use
- dealing appropriately with numerous Medical Conditions including Mental Health
- conflict Management
Our vehicles are equipped to be able to deal with a range of patient requirements
- wheelchair dependant patients – using secure anchorage, seatbelt and headrest systems to ensure safety
- electric Wheelchair dependant patients – using same secure systems,
We will convey wheelchairs that are ISO7176 complaint (crash tested).
We will always ensure that an appropriate level of safety is afforded to wheelchair users when travelling on patient transport and that your needs are appropriately considered in legislation where necessary
Most wheelchair users will be familiar with their chair and compliant chairs should have this information label, which is commonly found under the seat
If your wheelchair is not compliant, in the first instance you will be required to transfer onto the seat once on board the vehicle for the duration of your travel.
We operate a multi pick up service and should you not be able to transfer onto the seat of a vehicle your transport booking request will be managed by exception.
- stretchers are available for those patients who are unable to mobilise to a wheelchair
- carry chairs and CMAX chairs are both used to enable Ambulance Care Assistants to safely transfer patient up or down stairs with dignity. A risk assessment is carried out at the home address where this is required
- oxygen is available for those who require it
- bariatric specific resources are available to provide safety and dignity for these patients
- upon request wheelchairs can be provided to transfer a patient from the home address or treatment site to and from the vehicle, for those patients who cannot walk extended distances
- staff will always offer an arm to any patient who requires the reassurance of stability
- resources may be crewed by one or two members of staff dependent upon the needs of the patients travelling. In the case of two crew being present, the second crew member acts as attendant to the needs of the patient as and when required. This ranges from supervision for dementia patients to monitoring of stretcher patients.
- volunteer Car Drivers are utilised to provide transport to those fully mobile patients who are attending for essential renal and oncology treatments.
At times SCAS will use the services of carefully selected, accredited local private providers.
We want your views
South Central Ambulance Service NHS Trust takes all feedback seriously, whether you wish to commend a member of staff or raise a concern, this can be done by filling in our online form.
We continually seek the feedback from our service users. All our vehicles have freepost surveys on board for patients to take away and post back at their convenience. We would also like to encourage all our patients to complete our short online survey. This feedback drives our initiatives for improvement of services.
Patients are provided with a quarterly newsletter keeping them up to date with actions taken to improve the service provided.
- NEPTS Patient Charter
- Improvements to Non-Emergency Patient Transport in Milton Keynes from 1 April 2015
- NEPTS Patient leaflet – What’s changing in 2016 in Hampshire
- NEPTS Patient leaflet – What’s changing from 1 April 2016 in the Thames Valley area covering Berkshire, Buckinghamshire and Oxfordshire
- Surrey NEPTS Patient Leaflet – Mar 2017
- Sussex NEPTS Patient Leaflet – Mar 2017
- Sussex NEPTS Patient Zone Booking Guide