Surrey Non-Emergency Patient Transport Information

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Please note this non-emergency patient transport service is due to go live in April 2024. This page will continue to be updated as we draw nearer to the contract mobilisation.

Welcome

Welcome to the Surrey Heartlands non-emergency patient transport page. This service is available to any patient (and escort, if applicable) registered with a Surrey GP, provided that they meet the eligibility criteria.

The patient transport service also covers any service user for whom the commissioner (Surrey Heartlands) is deemed responsible and anyone requiring an inter-facility hospital transfer. Please read our FAQs for more information.

Booking information will become available once the service goes live in April 2024.

Locations

The service will be delivered from the following locations:

Addlestone

New Haw Day Centre,
Amis Avenue,
Addlestone, KT15 3ET

Guildford

Unit C, Burnt Common Distribution Centre,
London Road,
Guildford, GU23 7LN

Redhill

EMED Group, Terminal Building,
Redhill Aerodrome,
Kings Mill Lane, Redhill,
Surrey, RH1 5YP

Addlestone

New Haw Day Centre,
Amis Avenue,
Addlestone KT15 2AN

Guildford

Unit C, Burnt Common Distribution Centre,
London Road,
Guildford, GU23 7LN

Redhill

Terminal Building,
Redhill Aerodrome,
Kings Mill Lane, Redhill,
Surrey, RH1 5YP

Additional information.

Click the tiles below for more details.

FAQs

Below are some answers to the most common questions about the service.

What is Non-emergency Patient Transport?

Non-emergency Patient Transport is a transport service funded by your local healthcare provider for patients who, due to their mobility needs or medical condition, are unable to travel safely for medical care by other means.

Am I eligible for the service?

To find out if you are eligible to use NEPTS, you’ll need to be assessed against national criteria by calling your local booking and information team whose telephone number is at the top of this page. You can also find out more about eligibility criteria via this site and this site.

Usually, NEPTS is available to you if:

  • Your medical condition means you cannot use other forms of transport without damaging your health.
  • Your mobility means that you would be unable to use any other means of transport – for example, stretcher patients.
  • You need the skills and support of specialist patient transport staff – for example, to administer oxygen during the journey.

Do I have to pay for my transport?

No, it is free for patients who are eligible for the service. Your healthcare provider pays for the transport.

What training do your ambulance crews have?

Our Patient care ambulance crews have extensive experience and expertise in delivering high-quality, empathetic patient care.

Every team member has undergone an enhanced check with the Disclosure and Barring Service, been driver assessed and undertaken a fully accredited in-house training programme.

How do I book my transport?

If you are a patient, or a patient’s nominated representative, please call your local booking and information team at the top of this page.

What happens after I have booked my transport?

You will receive a call to confirm your booking, and if you booked directly, you’ll also receive a confirmation by letter or email.

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.

What if the transport doesn't arrive on time?

If there is any delay in your transport collecting you, we will contact you by telephone.

Who do I contact if I have a problem on the day?

Call your local booking and information team at the top of this page.

How do I cancel my booking?

Please call your local booking and information team at the top of this page 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.

Can I bring someone to travel with me?

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

Can I track the progress of my transport?

Yes, you will be able to track the progress of your transport by your smartphone device. Click here for instructions on how to access this service.

What if I'm not eligible for patient transport?

Other community programmes may be suitable if you’re not eligible for non-emergency patient transport. You will find these details on the website of your NHS Trust or by calling the booking and enquiries number at the top of this page.

Who is EMED Group?

EMED Group was formed in 2023 following the merger of ERS Medical and E-zec Medical Transport Services. It is now the largest provider of non-emergency patient transport services in the UK, employing over 2,500 staff nationwide. As well as patient transport services, EMED Group also provides secure mental health services, community and educational transport, as well as medical courier services.

Help us improve our services.

We welcome your comments, concerns and

compliments for our patient transport services in Surrey. If you would like to leave feedback please use the button below.

Help us improve our services.

We welcome your comments, concerns and

compliments for our patient transport services in Surrey. If you would like to leave feedback please use the button below.