We’ve launched a new video to help patients and families understand how NHS non-emergency patient transport works and to share some simple, practical tips for making journeys as smooth as possible.
Getting to and from healthcare appointments can sometimes be a hurdle. Non-emergency patient transport exists to support people who can’t travel by any other means. The NHS commissions the service and sets the eligibility criteria. Providers like EMED are then tasked with delivering safe and reliable journeys for those patients who meet the criteria.
Your GP surgery confirms which local NHS contract provides patient transport for their patients. Once you know which service covers you, you’ll be assessed against the national NHS eligibility criteria. If you meet the criteria, you’ll be taken through the booking process. You’ll need your NHS number, the appointment date and time, and the name of the hospital or clinic you are attending. You can also check which local service covers you by entering the postcode of your GP surgery here: Find your local service.
The video also shares practical reminders about preparing for your journey. Bring any medicines you need and always pack a drink and a light snack, because journeys and return pick-ups can sometimes take longer than expected. Having something to do, like reading material, music or your mobile phone, makes the time pass more easily. Be ready for pick-up ahead of time, and let us know in advance if you have any special requirements such as mobility aids or oxygen. Above all, be patient and understanding. Delays, traffic and shared routing are part of how commissioned transport works, but our teams will always do their best to get you to and from your appointment safely and reliably.
Managing expectations is important. The service isn’t a bespoke taxi for every need – it’s designed to balance patient need, safety, cost and demand. By understanding how it works, patients and families can feel reassured and better prepared.
If you’re unsure whether you or someone you care for meets eligibility, or need help understanding the process, we’re here to support and guide.
