Non-Emergency Patient Transport Services

Non-Emergency Patient Transport Services

Our in-house NEPTS team and contractors provide a high-quality, punctual, and professional Patient Transport Service (PTS), which safely transfers over 30,000 patients a month to and from our hospital sites ensuring access to healthcare. 

What is the Patient Transport Service?  
Patient transport is a service provided to patients who are unable to attend their hospital appointments by public or private transport due to their medical condition.  

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. 

How to book patient transport?

Patient transport can be requested via our Call Centre on 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. 

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. 

Contact us

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  

Fare Reimbursement Guidelines

1. Am I entitled to claim travel expenses?

    You are entitled to claim travel expenses if you are in receipt of one of the following:

  • ESA – income related only
  • Income Support
  • Pension Guaranteed Credit
  • Income Based Job Seekers Allowance
  • Certificate for low income – HC2 or HC3
  • NHS Tax Credit Exemption Certificate
  • War Pension (provided your treatment is for your accepted disablement)
  • Universal Credit;


2. What documentation do I need to claim?

    To claim travel expenses you must take the following 3 items to the Fares Office:

  • Proof of your entitlement
  • A completed Travel Claim Form from the department you have 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 @ 15p per mile) Petrol receipts must be dated within a week of the appointment date.
  • Please Note: Taxi costs are NOT reimbursed. The trust will only pay equivalent to the public’s fare. Patient unable to travel by public transport should arrange hospital transport via Travel Shop.


3. Can I claim for my escort?

If you require an escort to travel with you, you must produce a letter from your consultant or GP stating that you are medically unfit to travel alone. This letter must be produced each time you claim and is valid for 6 months only.

Please Note: The hospital will not reimburse travel expenses for visitors to patients on wards.


4. When can I make my claim?

You can make a claim by visiting the Fares Office in person during the following 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.


5. Can I make a claim by post?

To make a postal claim you need to send us all the relevant documents (1) Claim form signed by designated         department (2) Appointment letter where applicable (3) Proof of entitlement see above (4) Receipt for the journey. Photocopies may be sent of your entitlement letter and tickets but the original Travel Claim Form must be sent. Where claims are not made in cash on the day of the appointment patients will be asked to provide their bank details so that we can pay by bank transfer.


All documents must be sent to:

The Cashiers Office
St Bartholomew’s Hospital
West Smithfield

St Bartholomew's Hospital: 0203 465 6891
The Royal London Hospital: 0203 5941040