Our non-emergency patient transport service is provided by Arriva Transport Solutions.

The Non-Emergency Patient Transport Service (NEPTS) is for patients who:

  • have a medical condition which means they need the skill or support of patient transport staff during the journey to and from hospital
  • have a medical condition which means they would be unable to access healthcare if they didn't have transport provided or would be adversely affected by travelling by other means.

In Gloucestershire all non-emergency transport is managed by Arriva Transport Solutions.

Guidance for patients

If you think you might be eligible to receive non-emergency patient transport, call The Patient Transport Advice Centre (PTAC) direct on 01278 726968.

You will be asked some questions about yourself or the person you are booking transport for and they will be able to tell you if you/they are eligible. PTAC’s assessment will be based on Department of Health Guidelines.

If you are eligible they will take some further details to make sure the right type of transport and support is provided and take your booking.

What to expect from the Non-Emergency Patient Transport Service

Arriva will collect you from inside your home and stay with you until you reach your unit or clinic. If you arrive before your unit or clinic has opened, they will make sure you are not left to wait there on your own. If the service is delayed for any reason, they will liaise with your clinic/ward to ensure they know and are still able to see you.

Before you set off, the service will need to confirm your appointment details. They will also make sure that all your household appliances are switched off, that you have your keys to get back in when you return and that your home is securely locked.

When they take you home after treatment, Arriva will make sure you are safely back indoors before they leave.

Friends or relatives who wish to travel with you

Only parents/carers of children under the age of 16 and carers of patients who have been assessed as vulnerable can accompany patients on their journey. There are also limited places available for those patients who require an escort due to medical need (this will be assessed as part of the eligibility process). Although Arriva recognises other patients would like the support of family and friends with them on their journey, places taken up in this way means that other patients with a medical need cannot travel.

Finding out more about your journey

When a NEPTS journey is booked, you should be collected in good time to ensure you reach your appointment on time, so it is important to be ready. If you start to worry that the ambulance has not arrived on time you can call 0845 600 6068 and you will be told how long it will be before you are collected. You can also use this telephone number for other enquiries you may have about patient transport.

If you don't meet the eligibility criteria for transport

The criteria that determine whether or not you are eligible for NEPTS have been set by the Department of Health and are based upon whether your medical condition prevents you from travelling by any other means.

All operators of patient transport are now required to apply these rules so whilst you may have previously been able to use patient transport this may no longer be the case if you are not deemed eligible.

Patient transport is a vital resource for those who need it and it should not be seen as an alternative to a taxi or as a means of avoiding the inconvenience or cost of parking.

Other ways to get to your appointment

If you are not eligible to use the service then you will need to make your own way to hospital or treatment centre. If you are not able to do that then there are other options available to you. Contact your Local HealthWatch for more information.

Make an enquiry, comment or a complaint

If you have an enquiry about your eligibility to use patient transport please contact our PALS team. If you have an enquiry, comment or a complaint about the service provided by Arriva Transport Solutions, you can contact them at:

Tel: 0845 600 6068
Email: patientcustomerservice@arriva.co.uk

Write to:
Arriva Transport Solutions
Freepost ANG 7624
Luton LU4 8BR

Transport in an emergency

Our Emergency Departments are open 24 hours a day, 365 days a year. If you have a life-threatening emergency and need our help please dial 999 immediately.


BEST CARE FOR EVERYONE