Patients and Passengers: Contact Details and Support

Eligibility for NHS-funded transport is based on national criteria set by NHS England. All providers of Non-Emergency Patient Transport services must follow the NHS’ criteria, which will decide if a patient is eligible for patient transport.

Generally, you are not eligible if your medical condition allows you to travel by other means or if you are attending a primary care service such as a GP, dentist or pharmacy.

Additionally, if you are not an NHS patient or require transport outside England, Scotland and Wales, you would not be eligible.

You can find out more about the NHS eligibility criteria here.

If you have any questions or concerns about eligibility please contact your local patient transport team by using our Find My Transport tool. They can run you through a short assessment.

If you do not qualify for NEPTS our friendly call centre operators can tell you about other available options in the area like community transport, volunteer drivers and the Healthcare Travel Costs Scheme (HTCS).

You can find the phone number of your local patient transport team by using our Find My Transport tool.

If you are a patient or a patient’s nominated representative (eg a carer, friend, family etc) please call your local patient transport team to arrange transport.

You can find the phone number of your local patient transport team by using our Find My Transport tool.

If you have travelled with us before, you can also book your transport through the . The Patient Zone allows you to book transport, manage bookings and check your journey status. You can also cancel a booking if transport is no longer required.

Please note that you cannot book your first journey with us through the Patient Zone. You must first register your details with us over the phone by calling your local patient transport team first.

You will need your NHS number and date of birth to login to the Patient Zone.

You can find out more about the Patient Zone here.

If you have travelled with us before, the Patient Zone allows you to book transport, manage bookings and check your journey status. You can also cancel a booking if transport is no longer required.

Please note that you cannot book your first journey with us through the Patient Zone. You must first register your details with us over the phone by calling the local patient transport team first.

You can find the phone number of your local patient transport team by using our Find My Transport tool.

You will need your NHS number and date of birth to login to the Patient Zone.

When you book your transport you will receive a journey ID number. If you provide us with your mobile number when you book, you’ll also receive a booking confirmation text and another text reminder 48 hours ahead of your journey.

On the day of your appointment, you will usually be picked up within the two-hour window before your appointment time. This is because we may have to pick up other patients on the way to the hospital or clinic.

When you arrive outside the hospital or clinic’s main entrance we’ll assist you to get to the waiting area, clinic, outpatient department or ward you need for your appointment.

Usually, a return journey is included in the transport provided for outpatient and day-patient appointments, unless otherwise agreed at the time of booking. When your appointment has finished, please wait in the main reception area of the hospital or clinic where you’ve had your appointment and you’ll be collected from there.

Space is limited, which is why escorts are permitted only when there is a medical need for the journey. A family member, friend or carer may only travel with you if you:

• Are under the age of 16 – an escort must travel with the patient
• Rely on a translator
• Rely on a carer for communication or have significant communication difficulties, including learning difficulties, impaired sight or are hard of hearing
• Have mental health issues that require a known carer to accompany you
• Have a medical condition that requires constant supervision for safety

If there is any delay in your transport collecting you, we will do all we can to keep you updated ahead of your journey.

Call your local patient transport team. You can find the phone number of your local team by using our Find My Transport tool.

Please call your local patient transport team and inform them that you no longer require your booked journey. Please also let the relevant ward or department know if you no longer require your appointment.

You can find the phone number of your local patient transport team by using our Find My Transport tool.

EMED Patient Care operates across the UK. If you want to get in touch, use the Find My Transport tool to locate the contact details for your local patient transport team.

EMED offers a private or out of area patient transport service in some areas. If you would like to get a quote, please use our private transport tool.

If you would like to provide feedback or to make a complaint about our service, you can use our online feedback form.

You can find out more about our feedback and complaints procedure here.

If you are a parent and want to find out more about our Special Educational Needs and Disabilities (SEND) transport services, visit our SEND School Transport help page.