Non-Emergency Patient Transport Service

Looking after you from door to door

“I’m one of the professional team of ambulance care assistants, call takers, dispatchers, team leaders 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, Oxfordshire, Surrey and Sussex, 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 2016/17

The NEPTS service from SCAS

Our Non-Emergency Patient Transport Service (NEPTS) has provided patient transport across Buckinghamshire, Berkshire, Hampshire and Oxfordshire for more than 40 years. Since April 2017 we have also provided 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 NEPTS service provides much needed support to patients and is an extremely important part of our service. In 2016/2017 we undertook 543,000 patient journeys.

We have liaison officers in major hospitals, who are the public face of the NEPTS service. They deal with bookings and queries, but also with any problems that occur on the day, changes in patient appointments and most importantly they ensure 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.

Which NEPTS service covers my area?

The NEPTS service for you depends on which Clinical Commissioning Group (CCG) your GP falls under:

HAMPSHIRE NEPTS

(not including North East Hants and Farnham CCG, which falls under the Surrey NEPTS service)

  • Fareham & Gosport CCG
  • Isle of Wight CCG
  • North Hampshire CCG
  • Portsmouth CCG
  • Southampton City CCG
  • South Eastern Hampshire CCG
  • West Hampshire CCG
Making a booking in Hampshire

Hampshire patients should contact a healthcare professional at their GP surgery or clinic to make a booking for them using our online system.

Our Hampshire Contact Centres are available on the following numbers:

  • Health Care Professionals Line in Hampshire 0300 100 0024 available 24/7 365 days a year
  • NEPTS Cancellation Line 0300 790 0143 available 24/7 365 days a year

Downloads:

 

MILTON KEYNES NEPTS

  • Milton Keynes CCG
Making a booking in Milton Keynes

Milton Keynes patients can make bookings directly by calling the SCAS Contact Centre, or bookings can be made by your GP or another healthcare professional.

Our Milton Keynes Contact Centres are available on the following numbers:

  • Milton Keynes Contact Centre on 0300 100 0024 (option 2)
  • NEPTS Cancellation Line 0300 790 0143 available 24/7 365 days a year

SURREY NEPTS

  • North East Hants & Farnham CCG
  • East Surrey CCG
  • Guildford & Waverley CCG
  • North West Surrey CCG
  • Surrey Heath CCG
  • Hounslow CCG (only for Hounslow patients requiring transport to or from Surrey Hospitals)
Making a booking in Surrey

Surrey patients’ first NEPTS journey must be booked by a healthcare professional or by calling the Central Booking Line. You can then use NEPTS Patient Zone to book subsequent journeys, manage your bookings and check your journey status.

Our Surrey Contact Centres are available on the following numbers:

  • Central Booking Line 0300 123 9840 between 08:00 and 18:00, Monday to Friday
  • PTS Cancellation Line 0300 790 0143 available 24/7 365 days a year

Downloads:

SUSSEX NEPTS

  • Brighton & Hove CCG
  • Coastal West Sussex CCG
  • Hastings & Rother CCG
  • High Weald Lewes Havens CCG
  • Crawley CCG
  • Horsham & Mid Sussex CCG
  • Eastbourne, Hailsham & Seaford CCG
Making a booking in Sussex

Sussex patients’ first NEPTS journey must be booked by a healthcare professional or by calling the Central Booking Line. You can then use NEPTS Patient Zone to book subsequent journeys, manage your bookings and check your journey status.

Our Sussex Contact Centres are available on the following numbers:

  • Central Booking Line 0300 123 9841 between 07:00 – 20:00 Monday to Saturday (08:00 – 17:00 Sundays and Bank Holidays)
  • PTS Cancellation Line 0300 790 0143 available 24/7 365 days a year

Downloads:

THAMES VALLEY NEPTS

  • All CCGs in Berkshire, Buckinghamshire & Oxfordshire
Making a booking in Thames Valley

Thames Valley patients’ first NEPTS journey must be booked by a healthcare professional or by calling the Patient Eligibility Line. You can then use NEPTS Patient Zone to book subsequent journeys, manage your bookings and check your journey status.

Our Thames Valley Contact Centres are available on the following numbers:

  • Patient Eligibility Line 0300 100 0015 available 07:00-19:00
  • 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

Downloads:

OXFORD HEALTH FOUNDATION TRUST (OHFT) NEPTS

  • Transport for patients of OHFT will be booked by clinical staff – patients should talk to staff at their clinic or treatment centre
  • The Contact Centre number for healthcare professionals is 0300 123 3258

 


 

FURTHER INFORMATION ON YOUR NEPTS SERVICE

 

Manage my booking online - Surrey, Sussex and Thames Valley patients

If you have transport booked with a SCAS NEPTS service you can manage your booking at our Patient Zone by clicking on the link below.

This system will allow you to book transport (except your first journey), manage your bookings and check your journey status. You also have the ability to cancel your booking if your transport is no longer required.

You can access NEPTS Patient Zone here.

Patient Zone is not currently available for Hampshire NEPTS patients.

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. A number of these schemes do make a nominal charge for their service, so 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
  • There is only room for one small to medium piece of luggage (weighing up to 10kg), medication and a walking aid per person
  • Only Registered Assistance Dogs are permitted to travel on NEPTS vehicles, and should be advised at time of booking.
  • Escorts are permitted only if there is a medical need
  • We 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
  • If you are a Thames Valley patient we will give you a one hour window when you need to be ready for collection. All other patients should be prepared for your journey two hours before the appointment time, to allow time for collecting other patients and travelling – 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
  • 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, including secure anchorage, seatbelt and headrest systems to ensure safety for wheelchair dependant patients.

We will convey wheelchairs that are ISO7176 complaint (crash tested). 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 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.

Other information about our NEPTS services:

  • 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. This must be requested when the booking is made
  • 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
  • Vehicles may be crewed by one or two members of staff, dependent upon the needs of the patients travelling.  If there are two crew members, one 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.

Fantastic service. I don't know where I'd be without them.

Ann

PTS staff

Volunteer Car Drivers

Watch Ann talk about customer care that she receives from the SCAS Patent Transport Service.