Patient transport - journey to better health?

Healthwatch North Lincolnshire, Healthwatch North East Lincolnshire, Healthwatch Hull and Healthwatch East Riding undertook research on non-emergency patient transport services across the Humber region. They received 59 survey responses, gathered additional feedback through community engagement and local support groups, and reviewed more than 100 pieces of feedback collected by the Humber and Wolds voluntary car scheme. The project explored the impact of changes to patient transport eligibility criteria introduced in 2025 and increasing travel distances resulting from service reconfiguration. 

Many respondents reported being refused transport despite having significant physical, sensory, cognitive or mental health needs. Common reasons for refusal included being able to walk short distances, even where people could not safely complete long journeys by public transport. Patients described missing appointments, cancelling treatment, paying for expensive taxi journeys and relying on family and friends for transport. Long waits, early pick-up times, lengthy return journeys and inconsistencies in eligibility decisions were also recurring concerns.

The report found that the changes had financial, physical and emotional consequences for patients. Some reported paying £60 to £75 each way for hospital appointments, while others described increased anxiety, stress and deterioration in their health because of difficulties accessing transport. Particular concerns were raised for rural residents, people attending appointments outside their local area and those with complex needs that were not fully recognised by the eligibility criteria. Community transport organisations also reported substantial increases in demand and said they were struggling to meet expectations because they are not funded or equipped to replace NHS patient transport services. 

Healthwatch recommended a review of the national eligibility criteria, better coordination between NHS organisations and community transport providers, clearer information about transport options and financial support, and greater consideration of transport needs when arranging appointments and planning service changes. The report concluded that transport remains a significant barrier to accessing healthcare for many patients and that a more consistent, person-centred approach is needed to ensure people can reach appointments safely and without undue financial or emotional burden.