Non-Emergency Patient Transport Service - Frequently Asked Questions

Will I be given a time slot to be picked up?

Yes, our call takers will be able to give you a time slot that your transport will arrive within, however, due to the large number of journeys we make every day, we are not able to give you an exact time.

You should ensure that you are ready to leave anytime within that time slot.

What do I need to bring with me?

Your hospital appointment letter should state if there is anything specific you need to take to your appointment, e.g. current medication.

Whilst travelling on the non-emergency patient transport we are only able to transport one item of luggage per patient and the item must not be any larger than the size of the Hospital property bag.

Can I bring my guide dog with me?

Yes. Recognised Guide dog and assistance dogs are the only animals allowed to travel on our ambulance vehicles.

A “Recognised Assistance Dog” is one which has been specifically trained to assist a disabled person and which has been qualified by one of the charitable organisations registered as members of Assistance Dogs UK.

When booking your ambulance transport, please make sure you let us know that you have an assistance dog who will need to travel with you. This will allow us to make sure we send you transport that fully meets your needs.

Will I be travelling alone and going straight to the hospital for my appointment?

Our vehicles are all equipped to take more than one patient so there is a high chance you will be traveling on one of our vehicles with other people.

Our service does not operate on a direct route to where your appointment will be, so depending on the time you are picked up you may be travelling to collect and drop off other patients.

Will I be taken home after my appointment?

Yes. Return journeys are automatically booked at the time of booking. If you only require a one way journey please notify our call takers at the time of booking.

Will I be reminded of my booking?

A text messaging service to mobile phones is available and offered at the time of booking. This will be sent to you as a reminder 48 hours before your appointment/booking date.

Am I able to claim back some or all of the travel costs if patient transport is refused and I have to find my own way to my appointment using public transport?

You may be able to claim back some or all of the travel costs from your Local Health Board if you are receiving any of the following;

  • Income support benefit;
  • Income based job seekers allowance;
  • Working tax credits or child tax credits, or;
  • Hold a HC2 or HC3

For more information about the Healthcare Travel Costs Scheme visit www.healthcosts.wales.nhs.uk/travel-costs