Help with travel
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?
Can I get help with transport to my appointment?
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 staff on or after the journey, and/or where it would be etrimental to their condition or recovery if they were to travel by other means.
- Whose medical condition impacts 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 do I know if I am eligible?
How do I know if I am eligible for transport?
Our team will ask a series of quetsions 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 alertantive arangements. 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.
Appealing transport eligibility decision
Can I appeal the decision on my eligibility?
If you disagree with the outcome of your eligibility assesment, please notify the call centre agent who will log a review or appeal on your behalf.
Our Patient Charter is available for you, providing more information on the expecations and responsibilities of the service: Non-Emergency Patient Transport Service Charter.
Book patient transport
How can I book 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, Plaistow, E13 8SL
Telephone: 020 7767 3344
Email: bartshealth.transport@nhs.net
High Dependency Unit (HDU) Transportation
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 more than 4 litres of oxygen, suctioning, Entonox, monitoring or medical intervention during a transfer, etc. If you require HDU transport, please contact us on 020 7767 3344.
NEPTS Friends & Family Test
Friends and Family Test (FFT)
What is the FFT?
The FFT is a feedback tool that provides users of our service the opportunity to give feedback on their experience. This feedback helps us identify what is working well, what can be improved and how. Responses can be submitted here.
Is the FFT anonymous?
Yes. Your answers 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 if you are unable to.
How will the results be used?
We will collect the results and analyse whether any action is needed. We will inform patients about the suggestions received, and include the actions we're taking in response.
Help with travel costs
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.
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: bartshealth.cashiers@nhs.net
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 or by post:
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 13:00 -13:30.
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
London
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.
For more information please contact the cashier's office on: 0203 5941040