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Patient Transport

Non-emergency patient transport (NEPT)

Non-emergency patient transport (NEPT) services play a really important role in helping eligible patients travel to and from healthcare services where they have a medical need for ambulance transport or require the support of patient transport staff to travel.

The aim of NEPT services is to provide eligible patients with safe, timely and comfortable NHS funded transport. It can help eligible patients get to and from healthcare services this could be for:

  • patient transport to or from a hospital, satellite or community services;
  • transfer of patients between healthcare services; Or
  • helping patients return to their home or place of residence following a stay in hospital.

See the patient leaflet here

Am I Eligible for NEPT?

It is the responsibility of patients to make their own way to and from healthcare services unless there is a medical reason why they cannot use private or public transport. You can access your local healthcare services in the following ways:

  • walking
  • cycling
  • bus, train or private hire taxi
  • use of private car or motorcycle
  • or a combination of the above.

Details on parking costs at Heart of England NHS Foundation Trust can be found here ( Patients should exercise all means available to them to reduce reliance upon NHS funded services, unless there is a clear medical need for NEPT services.

You may be eligible to receive NEPT services if you have a particular medical condition which stops you using private or public transport and it would be detrimental to your condition or recovery if you were not able to travel with the support of ambulance personnel.

If you request NEPT services your eligibility will be assessed by booking staff in accordance with the locally defined NEPT Eligibility Criteria Policy.  These local defined eligibility criteria help the NHS make sure that those patients who have a medical need for the service can receive a high quality and timely service using the resources that are available.

NHS funded NEPT services are not available for patients accessing primary care services or private healthcare services. It is also not for patients that require an emergency or immediate response; patients should dial 999 or make their own way to the Accident and Emergency Department.

For information on how to request Non-emergency Patient Transport, please call 0800 035 6511.

If you do not meet the requirements and there are no other special circumstances, you will need to make your own arrangements for transport to and from your healthcare service.











Additional information

If you are refused NEPT services based on not meeting the eligibility criteria you can ask for this decision to be reconsidered by writing to: Patient Experience Team, Regional Ambulance Headquarters, Millennium Point, Waterfront Business Park, Brierley Hill, DY1 1LX or email:

Any complaints, compliments or feedback about NEPT services should be made to the Patient Services team at the West Midlands Ambulance Service NHS Trust on 01384 246 370.

Please remember

  1. If your condition improves or you no longer require transport, please cancel your NEPT transport before your appointment.
  2. Please also inform the department of any change of address or circumstances.
  3. Always wear appropriate outdoor clothing when travelling by NEPT services.
  4. Let staff know in advance if you need to bring any equipment with you.

Healthcare Travel Costs Scheme

Patients who do not qualify for NHS funded transport who are on low incomes may be eligible for assistance towards travel costs to hospital through the Healthcare Travel Costs Scheme.

You can get more information about the Healthcare Travel Costs Scheme [] or by visiting NHS Choices. This will include information on how you can make a claim to have your travel costs reimbursed if you’re eligible.



Thinking of going to Accident and Emergency but not sure if you need to? Try our handy symptom checker.

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