Help with travel

A picture of the patient transport team smiling

Patient transport service

Our in-house non-emergency patient transport service supports patients who are unable to attend their hospital appointments by public or private transport due to their medical condition.  

Am I eligible for patient transport?

Who is eligible for Patient Transport?  
Eligibility for NHS-funded transport is based on criteria set by the Department of Health and Social Care. Eligible patients are those: 

• Whose medical condition is such that they require the skills or support of Patient Transport Service (PTS) staff on/after the journey, and/or where it would be detrimental to their condition or recovery if they were to travel by other means. 

• Whose medical condition impacts on their mobility to such an extent that they would be unable to access healthcare and/or it would be detrimental to their condition or recovery to travel by other means. 

How will my eligibility be assessed? 
Our team will ask a series of questions to assess your eligibility; please answer these as accurately as possible. The same questions will be asked if you book your own transport or if transport is arranged on your behalf.

The team will then advise if you have been found eligible for transport and arrange a booking, or if you have been found not eligible for transport and will need to make alternative arrangements. Each time you request transport, one of the team will check if this service is still right for you. This is because your medical condition and transport needs may change over time. 

I’ve been advised I am not eligible for the service. What do I do if I disagree with this decision? 
If you disagree with the outcome of your eligibility assessment, please notify the call centre agent who will log a review or appeal on your behalf. 

Read our Patient Charter for more information on the expectations and responsibilities of the service:  Non-Emergency Patient Transport Service Charter [pdf] 604KB

High Dependency Unit (HDU) Transportation

Our HDU providers transport critically ill patients that require specialist care during their journey to and from hospital. This includes patients who require 5 litres (or more) of oxygen, suctioning, Entonox, monitoring or medical intervention during a transfer, etc. If you require HDU transport, please contact our contractor BEARS on 0203 388 6400. 

NEPTS Friends & Family Test

What is a Friends & Family Test (FFT)? 
The FFT is an important feedback tool that provides users of our Patient Transport Service with the opportunity to provide feedback on their experience. Listening to the views of patients and staff helps us identify what is working well, what can be improved and how. 

How can users of the service take the FFT? 
Users of our service can take the FFT by simply scanning the QR code below with their mobile or tablet device and submitting answers to the questions that pop up.  

FFT test

Is the FFT anonymous? 
Yes. Your answer will not be traced back to you, and your details will not be passed on to anyone. A friend or family member is welcome to answer the question if you're unable to. 

How will the results be used? 
We will collect the results and analyse them to see if any action is needed. We will also inform patients about the comments and suggestions we've received and include the actions we’re planning to take in response. 

Will the FFT replace other forms of feedback? 
No. We will continue to use other forms of feedback, including complaints and our Patient Comment Cards in addition to the FFT. 

Book patient transport

Please call the team to request patient transport: 020 7767 3344.

Our lines are open Monday to Friday, between 9am and 5pm. Please aim to book transport at least 72 hours in advance of your appointment date. 

Get in touch

For more information about our Patient Transport Service, or if you would like to leave feedback about your personal experience, please do not hesitate to contact us via: 

Patient Transport Service  
Newham University Hospital  
Helena House  
Glen Road  
E13 8SL  

Telephone: 020 7767 3344  

Help with travel costs

If you're referred to one of our hospitals for specialist NHS treatment or diagnostic tests by a doctor, dentist or another primary care health professional, you may be able to claim a refund of reasonable travel costs under the Healthcare Travel Costs Scheme

Our cashier's office is located at The Royal London Hospital. You can find it on the second floor, central tower. 

Am I eligible?

Am I entitled to claim travel expenses?

You can claim for yourself, and on behalf of a child (younger than 16 years old) or if you are a carer. Your or your carer should meet the below conditions: 

  • You must have a referral from a healthcare professional to a specialist or a hospital for further NHS treatment or tests (often referred to as secondary care) 
  • You (or your partners) must receive one of the qualifying benefits or allowances listed on the help with travel costs guideline [pdf] 119KB, or meet the eligibility criteria for the NHS Low Income Scheme 
  • Your appointment must be on a separate visit to when the referral was made. 

How to claim

  • Bring proof of your entitlement
  • A completed help with travel costs form. These forms can be obtained from the ward or clinic you attended. 
  • Proof of travel:
    • Travel by Bus and Tube will be paid at the Oyster fare only. Oyster reading to be provided to show cost of journey
    • Train Ticket
    • Petrol receipt (Petrol paid at 28p per mile)

Please note: We are unable to reimburse minicab / taxi fares or parking

Email us:

You can make a claim by emailing:

You must attach all relevant documents to your e-mail and provide your bank account details, with your telephone number.

Payment will be made by bank transfer, and we will endeavour to do this within five working days of receipt of your claim.

In person:

You can also visit the Cashier’s Office at The Royal London Hospital to claim in person. Please do ensure to bring all your documents. 

The Cashier’s Office is located at: 2nd Floor, Central Tower, The Royal London Hospital, E1 1FR. Telephone number: 020 3594 1040

Opening times: Monday – Friday 09:00 – 16:00, and closes between 12.00 – 12:30.

You can claim up to 3 months after the date of travel but no longer.                                  

By post:

To make a postal claim you need to send us all the relevant documents:

All documents must be sent to:

The Cashier Office
Second Floor
The Royal London Hospital
Whitechapel Road
E1 1FR

0203 5941040

Claiming ULEZ costs

If you are a patient travelling within the ultra low emissions zone (ULEZ) and/or the central London congestion charge zone to and from an NHS appointment you may be able to claim a reimbursement of any daily charges for that appointment. 

If you are eligible for ULEZ reimbursements, please fill out the below form.

ULEZ travel claim form

For more information please contact the cashier's office on: 0203 5941040