Looking after you from door to door (2MB pdf)

North West Ambulance Service provides a non-emergency patient transport service for people who need special support getting to and from their healthcare appointments due to a medical or physical condition.

Booking line: 0800 0323 240
Website: nwas.nhs.uk/pts

Can I use the patient transport service?

Entitlement to use the service depends on your specific requirements, medical condition and mobility. You need to meet the eligibility criteria which we will assess when making a booking.

How do I make a booking?

If you think you are eligible, you can make a booking by calling 0800 0323 240. If you are a haemodialysis or cancer patient, please call 0800 028 9224.

When you telephone, we will ask you some simple questions to check if you are eligible. You will need your NHS number, which is available from your GP or clinic. Please tell us about your mobility and any additional needs you have so the right type of transport is booked for you. This may be an ambulance, a volunteer car driver or a taxi depending on your needs and location.

The requirement for an escort will be assessed as part of the eligibility criteria and must be booked in advance.

If you register your mobile telephone number when booking, you will receive a text to remind you of your booked transport. This will also give you the option to reply by text and cancel your booking.

What can I expect from my journey?

  • A friendly booking agent will answer your call as soon as possible and our team will be on hand to support you during your journey. *97% of patients found the booking team friendly and helpful.
  • Your comfort is very important to us. We will try to take the most direct route to the hospital, reducing the time you will travel on our vehicles. We will aim to ensure it is less than 60 minutes.
  • We will try our best to get you to your appointment on time. Please make sure you’re ready two hours prior to your appointment time, with everything you need for your journey and appointment. If your appointment is a long one, consider taking a snack or some money to buy food. You may be sharing your transport with other patients who have a different appointment time, but don’t worry if you are a little late, you will still be seen by the clinic you are attending. *97% of patients told us their crew was friendly and helpful.
  • After your appointment we will collect you as soon as possible. You may have to wait up to 90 minutes, this allows other patients to finish their appointments so that you can all travel together. * Apr-Dec 2023 patient feedback

Will I be able to use the service again?

If your medical condition means that you require assistance to travel to your hospital or clinic appointments in the future, we will assess your eligibility each time you book your transport to determine whether your needs have changed. The only exclusion to this is patients who are receiving treatment for cancer or renal dialysis.

If you would like this information in an alternative language or format, such as easy-read or large print, please contact our Communications Team: [email protected]