Non-Emergency Patient Transport (NEPTS) is a service provided for patients who are unable to attend healthcare appointments by public transport or any other means due to their medical condition. 

How can I find out if I am eligible for NEPTS?

Patients will be assessed for eligibility for the following types of transport bookings:

  • Outpatient journeys – inward and outward
  • Admissions
  • Discharges

The following types of booking request will not have any requirement for eligibility assessment:

  • Transfers
  • Court Visits
  • Home Assessments
  • In-patient having to attend another hospital for treatment

NHS England sets out the eligibility criteria for NEPTS, you can read the eligibility criteria here NHS England » NHS Non-Emergency Patient Transport Services (NEPTS) review.

Eligible patients are those:

  • Where the medical condition of the patient is such that they require the support of Patient Transport Service staff on/after the journey
  • Where it would be detrimental to the patient’s condition or recovery if they were to travel by other means.
  • Where the patient’s medical condition impacts on their mobility to such an extent that they would be unable to access healthcare.

What happens after I have been assessed?

If your request for hospital transport is approved, CNWL will book your transport for you. This includes your return journey home.

The day before your healthcare appointment, a member of staff will contact you to make sure:

  • You are still attending your appointment
  • You still need transport for your appointment
  • The correct type of vehicle has been requested for your needs
  • We have the correct address
  • We have noted any special requirements

What can I do if I do not meet the eligibility criteria?

Patients who are not eligible for Medical Non-Emergency Transport may be able to claim a refund for travel costs under the Healthcare Travel Costs Scheme (HTCS). This covers reasonable costs of travelling to hospital or other NHS premises for NHS-funded treatment or diagnostic tests arranged by a doctor or dentist. To be eligible, the patient must be on a low income or in receipt of qualifying benefits; and be unable to get a friend or relative to take them.

Further details can be found here: Healthcare Travel Costs Scheme (HTCS) - NHS

Usually, your reimbursement can be made at the site where you have attended for treatment. But unfortunately, most of our CNWL sites do not have cashier facilities to do this. In this case, you will need to complete a HC5 form send this together with your travel receipts to:

NHS Business Services Authority, Help with Health Costs, Bridge House, 152 Pilgrim Street, Newcastle upon Tyne NE1 6SN.

Please note you can make a postal claim up to three months after your appointment has taken place.

Further details and guidance for completing the HC5 form can be found here: How to apply for a refund of travel costs to receive NHS treatment

Please ensure you check the eligibility criteria for getting help with Healthcare Travel Costs before applying Healthcare Travel Costs Scheme (HTCS) - NHS 

What you can claim

You may claim for the travel costs of one helper to come with you, if this is considered medically necessary. The relevant section of the HTCS claim form must be completed by a member of medical staff.

Public Transport

You may claim for the cheapest form of public transport available, including concessionary and promotional fares.

Private Car

You may claim a locally agreed mileage rate of 15p per mile to and from your home address (determined by Google Maps) plus parking charges. You may not claim for any penalty notices.

Taxi

Taxis fares are paid at private car rates (as above). Patients are assessed on an individual basis.

What if I don’t agree with the eligibility assessment decision?

If you feel that the eligibility assessment decision is incorrect, you can appeal this decision. To appeal this decision, please contact our Patient feedback and complaints service to appeal this decision.

If you are not happy with the decision of your appeal, you are entitled to make a complaint with our complaints department using the same link as above, but please make it clear that you are unhappy with the decision of your appeal.

Can a friend or relative accompany me on the journey?

We use NHS England guidelines to decide whether you need someone to accompany you. To discuss this, please call the site where your appointment is scheduled. The contact details can be found on your appointment letter.

Cancelling transport

If you are no longer able to attend your appointment, please contact the reception team of the appointment site to cancel your transport booking. Please try to give as much notice as possible if you need to cancel your transport booking.