Your views helped improve non-emergency patient transport services

NHS England has published a new report outlining changes to non-emergency patient transport services (NEPTS) and broader NHS transport support. Take a look at what the changes mean for you and your loved ones.
lady on a bus

While for most people, journeys to and from healthcare appointments are something they can manage on their own, some need additional support. These people are often older, disabled or living with a long-term condition.  

We often hear peoples' stories about using patient transport to get to their hospital appointments. We share all your anonymised stories with the patient transport service but also with our national organisation Healthwatch England.

In partnership with Age UK and Kidney Care UK, Healthwatch England have published a joint report in 2019 called "There and back".

The report looks at the experience of over 3,000 people, including people from Kent, who shared the challenges they faced when travelling to and from NHS services, including issues with public transport, parking, and NEPTS. 

Thanks to your feedback, we were able to share with NHS England how patient transport services worked for you.  

Vague eligibility criteria 

The main issue people reported was the impact of vague eligibility criteria and how these were applied differently across the country. The lack of consistency has left patients and families unclear about whether they could receive travel support, leading to access inequalities, confusion, and deteriorating health conditions.  

People who are denied patient transport can appeal. However, because the eligibility criteria are so vague, original decisions to deny someone transport are frequently overturned. This is a waste of people's time and NHS resources, and places unnecessary stress on those already coping with health conditions.  

NHS England Review 

At the 2019 Healthwatch National Conference, former NHS England Chief Executive Sir Simon Stevens announced a formal review of Non Emergency Patient Transport Services.  

We shared your experiences of patient transport at every stage of the review.

NHS England has now published their end of review report, announcing: 

  • Integrated Care Systems (ICS) will now assume responsibility for NEPTS 

  • The development of a new national framework for NEPTS 

  • Information on a public consultation for updated national eligibility criteria, including support for all patients travelling to and from renal dialysis appointments 

  • Improved use of technology to enhance coordination of appointments and communication to patients waiting for journeys

  • A commitment to more comprehensive transport support for those with needs outside of NEPTS eligibility 

  • Support for providers to publish reports on services every six months to increase transparency 

  • Improved procurement and contracting to help with the commissioning of improved services

  • A commitment to 100% zero emissions journeys by 2035.  

Read the review

What do the changes mean for you? 

New eligibility criteria  

Alongside this report, there are proposals for new, clear, and consistent eligibility criteria. These aim to: 

  • Clarify eligibility for those with a medical, mobility, safeguarding, cognitive or sensory need

  • Introduce a new universal commitment to transport support for all journeys to and from renal dialysis

  • Provide more clarity and transparency about transport to and from appointments for everyone, regardless of eligibility to NEPTS. 

NEPTS is only available for a journey to a hospital for treatment or a diagnostic appointment. For support getting to and from GP practice, your local pharmacy or your dentist, please speak to your GP. 

Access to Healthcare Travel Cost Scheme  

The review also commits to making improvements in accessing the Healthcare Travel Cost Scheme. This scheme is available for those who are not eligible for support from patient transport but qualify instead for financial support to get to and from their appointments.  

Changes to the scheme include a commitment to reimburse claims within days (and ensure nobody ever waits more than 30 days) compared to 90 days under the current system. 

The Healthcare Travel Cost Scheme is available to: 

  • Those living permanently in a residential care home, or where the local authority pays towards the cost of the accommodation 
  • Children in local authority care, asylum seekers and their families, where they receive government support 

Those in receipt of the following benefits (and their children): 

  • Universal Credit up to certain income limits 
  • Income support 
  • Income-based Job Seekers Allowance 
  • Income-based Employment and Support Allowance 
  • Working tax credit and child tax credit 
  • Pension Credit 
People requiring non-emergency hospital transport are often older, disabled or living with a long-term condition, such as patients needing renal dialysis. These services are vital in ensuring they don't miss appointments or that transport issues don’t exacerbate the physical and emotional stress of travelling and receiving medical treatment. "We look forward to supporting NHSE in implementing the changes and ensuring they work for everyone who relies on hospital transport.
— Imelda Redmond CBE, national director of Healthwatch England
Non-emergency patient transport has been something of a Cinderella service for far too long, because when it works well it can make the world of difference to an older person who may otherwise find it unbelievably stressful and tiring accessing hospital services when they need them. It's great that NHSE is committing to review the criteria which determine entitlement to hospital transport, and to improving the overall quality of the service too. The proof of the pudding will be in the eating, but we really do hope that the outcomes of this review will make an appreciable difference to many older people, up and down the land." We would also like to thank NHSE for sticking with the review and seeing it through to a successful conclusion, when they have had so much else to focus on over the last fifteen months.
— Caroline Abrahams, Charity Director at Age UK

Tell us how new services are working  

The report marks the end of a review which began because NHS England heard your experiences of patient transport. But is also the beginning of an implementation period for commissioners, providers, the wider system – and of course you – patients, social care service users, and carers.  

It will now be crucial to ensure that these changes improve services for the public. To continue representing your views, we want to hear how new services are working for you. Your voice will be particularly valuable during the current consultation on new eligibility criteria. 

Respond to the consultation by Monday 25 October to have your say on the new eligibility criteria.

Have your say 

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