We understand that arranging transport to healthcare appointments can sometimes feel confusing.
This guide explains who can use patient transport services, how to request transport and how to use the EMED Patient Zone.
If you need this information in a different format, please let us know and we will do our best to help.
What is Patient Transport
Patient transport services help eligible patients travel safely to and from healthcare appointments.
Patient transport is for people who have a medical need for transport and cannot safely travel by other means because of their health, mobility or clinical needs.
Patient transport is used for planned appointments such as:
• Outpatient appointments
• Dialysis treatment
• Radiotherapy appointments
• Hospital admissions and discharges
• Other approved healthcare appointments
Am I Eligible
Not everyone is eligible for patient transport.
Eligibility is based on medical need rather than convenience, distance or access to a car.
You may be eligible if:
• Your medical condition prevents you from travelling safely by other means
• You need specialist support during transport
• Your mobility prevents you from using other transport safely
• You have specific clinical needs that require patient transport
If you are unsure whether you are eligible, please contact your local booking team for advice.
Booking Your First Journey
Your first journey must be arranged through our booking team.
When you contact us, we will:
• Check your details
• Discuss your transport needs
• Confirm eligibility where required
• Register your details on our system
• Explain how to access the Patient Zone
Please have the following information available:
• NHS number (if known)
• Full name and date of birth
• Home address and postcode
• Appointment details
• Information about your mobility needs
• Details of any equipment you use
• Information about any escort requirements
Travelling With An Escort
Some patients may be able to travel with an escort.
An escort is someone who accompanies a patient because they need support during the journey or at their appointment.
Examples may include:
• Children attending appointments
• Patients who require communication support
• Patients with dementia or cognitive impairment
• Patients whose clinical needs require support from a carer
Please tell us when making your booking if you believe an escort is required.
Using The Patient Zone
The Patient Zone is an online service that allows registered patients to manage their transport bookings.
Using the Patient Zone, you can:
• Request transport
• View existing bookings
• Check the status of your journey
• Manage bookings
• Cancel transport you no longer need
To create an account, you will need:
• Your NHS number
• Your date of birth
• Access to the email address registered with us
Once your details have been confirmed, you will receive a PIN by email and can create your username and password.
Once we receive your request:
- We review the information provided.
- We confirm eligibility where required.
- We arrange suitable transport.
- We confirm your booking.
- We provide transport to and from your appointment.
We may contact you if we need additional information.
On the day of your Journey
To help your journey run smoothly:
• Be ready at the agreed location
• Bring any medication you may need
• Have your appointment information available
• Ensure mobility equipment is ready
• Keep your phone switched on if you have provided a contact number
Patient transport services often carry more than one patient. This means journey times may vary depending on other patients’ appointments and clinical needs.
Our teams will always do their best to get you to your appointment safely and on time.
Changing or Cancelling
If you no longer need transport, please let us know as soon as possible.
Cancelling unwanted journeys helps us make transport available for other patients.
If possible, please have your booking reference number available when you contact us.
You can also cancel bookings through the Patient Zone where available.
Need Help Accessing our Services
We understand that not everybody uses the internet or finds online systems easy to access.
If you need support, please contact us.
We can discuss alternative ways of communicating with you and provide information in accessible formats where available.
• Easy Read
• Large print
• Translation services
• British Sign Language support
• Relay UK
• Alternative communication methods
Please tell us about any communication needs when making your booking.
