For eligible patients who are unable to use public or other transport due to their medical conditions, we provide a vital, non-emergency service getting them safely and comfortably to hospitals or other healthcare centres. It’s our patient transport service or ‘PTS’ as you will hear us call it.
Based on feedback we have had from patients and those who use our PTS, it is clear there are still things you would like to know about the service. We have put together an A-Z of information to help you when it comes to using the service.
PTS A to Z Guide
A – Ambulance care assistants. They take care of you and ensure you have a safe journey to and from your appointment on our ambulances. They will always carry ID and introduce themselves to you on arrival. They have the skills, knowledge and experience to provide an efficient and effective service to suit your needs.
B – Booking with us. Making a booking is simple, free and easy and can usually be done through our booking centre number: 0800 032 3240. For renal dialysis and cancer patients call: 0800 028 9224. For patients living in Greater Manchester, you will need to contact your dedicated booking centre for first appointments only.
D – Digital enhancements. We’ve made digital improvements that will allow you to text us to cancel and we are working on enabling our patients to make bookings online if they wish.
E – Eligibility. There is a set eligibility criteria that you would need to meet to use the service. You will be asked some simple questions each time you make a booking about your medical condition and your mobility.
F – Feedback is essential. Service user feedback helps us to assess our service and make any necessary changes we can. Please let us know about your journey. You can feedback by visiting this page or by filling out friends and family test comment cards on our vehicles.
G – Greeting. We’ll arrive to greet you with a smile and if you need help getting booked into your clinic when you arrive, we can help you with that.
H – Hospital maps. We listened to feedback from our service and have created a handy list of hospital site maps to help you find where you need to go.
I – Information. You can find out everything you need to know about our PTS service on our website.
J – Journey with somebody. You may be eligible to have an escort accompany you on your journey but only if you have any specific requirements. Please let us know in advance if you need to travel with somebody else. This is because journeys are shared, and we have limited room on board our vehicles.
K – Keys at the ready. When starting your journey and being picked up from home, please make sure you’re ready to leave your house two hours before your appointment time with your keys, coat and bag at the ready.
L – Late. There are times when we may be delayed longer than we want to be, we will do our best to get to you as soon as we can.
M – Mondays and Tuesdays. They are the busiest days for our call handlers. We only need a few days’ notice to make a booking for you if you’re eligible, so you may save time waiting on the phone if you call later in the week, unless your appointment is urgent.
N – Non-emergency ambulance. Whilst our PTS is not for emergency journeys, did you know our ambulance care assistants are trained in basic life support? You are in safe hands.
O – Other options. If you have requested patient transport but don’t meet the eligibility criteria, it is important to us that you find a suitable local alternative transport provider. Our call handlers will provide you with helpful contact numbers.
P – Planning our routes. We have a dedicated team who plan all our journeys to ensure we can reach our patients in the quickest time possible, considering the number of journeys needed to be made each day.
Q – Quality service. Our ambulances will be appropriately equipped and clean at all times and in the event of a vehicle becoming dirty during use, it will be taken out of service until it has been cleaned. We will ensure that you are treated and cared for by our staff with dignity and have your religious and cultural beliefs respected.
R – Reminder text. If you give us your mobile number, we will send a reminder text of your journey before your appointment.
S – Sharing is caring. On your journey, you will likely share your ambulance, taxi or volunteer car driver vehicle with other patients who also need us to take them to their appointments.
T – Taxi. You may be picked up by a taxi, an ambulance, or one of our volunteer care drivers, depending on your mobility. We will ask you questions to help us determine which vehicle is best for you.
U – Understanding. We understand the first time using our service can be quite daunting. We’ll provide transport that is comfortable and suitable for your mobility requirements. We’ll ensure you are properly secured in the ambulance with seatbelts or wheelchair restraints as appropriate.
V – Very busy. As you will understand our service is in high demand. Please call us back if you no longer need to make the journey with us. By letting us know in plenty of time, it will help us to get to somebody else who still needs us.
W – Wait times to travel home may vary. After your appointment, you could wait up to 90 minutes to be collected. It isn’t our intention to leave you waiting, we pick up all our patients as quickly as we can.
X – X-Rays. Our patients need to get to hospitals and medical centres for all manner of appointments and not just X-Rays!
Y – You. You are our patient, and therefore you are our priority. We will do all we can to make your journey as comfortable as it can be.
Z – Zebra crossing. Your safety is important to us when we are on the roads. All our ambulance care assistants have in house training for driving larger vehicles.