All patients are subject to the eligibility criteria as outlined by NHS England.
In short, a patient may be eligible for non-emergency patient transport if:
- They have a medical need for transport.
- They have a cognitive or sensory impairment requiring the oversight of a member of specialist or non-specialist patient transport staff or a suitably trained driver.
- They have a significant mobility need that means they are unable to make their own way with relatives/friends and/or escorts/carers, whether by private transport, public transport or a taxi.
- They are travelling to or returning from in-centre haemodialysis, in which case specialist transport, non-specialist transport or upfront/reimbursement costs for private travel will be made available.
- A safeguarding concern has been raised by any relevant professional involved in a patient’s life, in relation to the patient travelling independently.
- They have wider mobility or medical needs that have resulted in treatment or discharge being missed or severely delayed.
You can find out more about the NHS eligibility criteria here.
You can make a booking for a patient either by calling the EMED Patient Care Transport Booking Office or by using the online booking portal.
You can find the phone number of a patient’s local patient transport booking office by using our Find My Transport tool. Please note you will require the postcode of the patient’s GP surgery.
Patients can access transport services by booking through the EMED Patient Care Transport Booking Office freephone. Bookings can be made via their healthcare professional, carer, escort or by the patient themselves. Patients can also book via the Patient Zone if it is not their first journey.
Patients can find the phone number of their local patient transport team by using our Find My Transport tool.
If you would like access to EMED’s online patient transport booking portal, please complete this form. Once a request is submitted, your account will be created and you will receive a welcome email containing your login details.
If you already have access to EMED’s online patient transport booking portal, please first attempt a password reset here.
If this is unsuccessful, you can contact our support team using this form.
We have created a user guide for healthcare professionals, which explains how to use the booking portal. You can also watch our tutorial videos to get you started:
Please contact the local patient transport team to amend or cancel a patient’s booked journey. You can find the phone number of a patient’s local patient transport team by using our Find My Transport tool. Please note you will require their GP surgery’s postcode.
If you have access to the online booking portal, you can easily amend or cancel a transport booking. These videos will show you how:
In the first instance, contact the local patient transport team for an update. You can find the phone number of a patient’s local patient transport team by using our Find My Transport tool. Please note you will require the postcode of the patient’s GP surgery.
In some cases, we can provide printed materials for patients, including in alternative language, large print and easy read formats. Please use our print request form to provide details of what you need.
If you would like to provide feedback or to make a complaint about our service, you can use our online feedback forms. Please note, each division of EMED manages its own feedback and complaints processes. Please ensure you select the right service to log your feedback or complaint: