Patient Charter

PTS receptionThe Patient Charter explains your rights and responsibilities when you use the Non-Emergency Patient Transport Service of the North West Ambulance Service NHS Trust.  

North West Ambulance Service works in partnership with hospitals and other organisations you may come into contact with as a patient.  We want your combined ambulance and hospital experience to be as smooth as possible. It is really important to us to let you know what you can expect when using our Patient Transport Service.  We also want to let you know how you can help us to make your overall experience as pleasant as possible.

Who can access the service?

Patient Transport is available for those patients who meet the eligibility criteria.  When you request transport, you will be asked a series of questions that decide whether you meet the eligibility criteria on the basis of medical need. These questions will also help us to decide how we can best support you in getting to your appointment. If you need someone to accompany you due to a specific need, we must be made aware of this.  

If you are not eligible to use Patient Transport, we will try to assist you by giving you useful information about alternative transport options.

If you are eligible for Patient Transport, you can expect from us:

  • If you are eligible for patient transport a booking will be taken immediately and you will be given a unique booking number.  You can use this if you need to contact us about your booking
  • The person who takes the booking details will record all information accurately including any special requirements that you may have for your journey.
  • The option of receiving a booking reminder text message three days before you travel.   You can also opt in to receive a message telling you that you are the next person to be picked up on the day of travel.
  • We will endeavour to provide transport that is comfortable and suitable for your individual mobility requirements and to ensure that you are properly secured in the vehicle with seatbelts or wheelchair restraints as appropriate.
  • We will ensure that our staff always carry identification and introduce themselves to you on arrival.
  • We will ensure our vehicles are appropriately equipped and subject to regular maintenance and safety checks. 
  • You will be treated and cared for by our staff who has the necessary skills, knowledge and experience to provide an efficient and effective service to suit your needs.
  • We will ensure that you are treated with dignity and have your religious and cultural beliefs respected. Our services will be able to be accessed fairly by all, irrespective of gender, race, disability, age, sexual orientation, religion or belief.
  • Wherever possible, if due to unforeseen circumstances, we have to change your transport arrangements at the last minute, we will notify both you and the relevant clinic.
  • We will ensure that any other transport provider operating on our behalf will undertake their duties within our strict operating guidelines. If other transport providers fail to meet our service requirements, appropriate action will be taken.

We would ask you to:

  • Please have your NHS number to hand when you call to request transport.  This can usually be found on your hospital letter or you can request it from your GP.
  • Provide us with any information that we may need to know to help us provide a better journey for you.
  • Contact us to tell us if your transport booking is no longer needed for example if your appointment has been cancelled or changed of if you need to make any changes to your booking.
  • To be ready to travel at the estimated collection time.
  • Bring your appointment details and any medication you require during the day with you.  You may also wish to bring something to eat and drink with you.
  • Treat our staff with consideration and respect and follow any specific safety advice they may give to you.  Please note that the wearing of seatbelts is compulsory unless medical exemption is provided.
  • We would ask that you respect the religious and cultural beliefs of other patients travelling at the same time as you. 
  • You are dressed appropriately for the journey and the weather conditions and are aware that both male and female patients may also travel with you.
  • Please ask the clinic you have attended to notify us that you are ready for your transport home after your appointment has finished.

If you would like to share any compliments, comments or suggestions about the service we are providing, or you wish to make a complaint, you can contact us by telephoning our Patient Experience Team on 0345 112 6500, emailing patient.experience@nwas.nhs.uk or write to us: Patient Experience Team, North West Ambulance Service NHS Trust, 449-451 Garstang Road, Broughton, Preston, PR3 5LN.   Alternatively contact us via our website: www.nwas.nhs.uk/talking-to-us