The impact of non-emergency public transport eligibility changes on people in York and North Yorkshire

Healthwatch North Yorkshire and Healthwatch York explore how changes to non-emergency patient transport, following the tightening of eligibility criteria in April 2025, have affected people across York and North Yorkshire.

The issues raised particularly affect people living in rural areas, disabled people, and people with long term conditions or complex medical needs. Healthwatch heard from people about missed or cancelled appointments, increased financial pressures, long and exhausting journeys, and a growing reliance on family, friends and voluntary transport schemes where available. For some, the loss of patient transport support has affected their physical and mental wellbeing, reduced independence and increased anxiety about accessing essential care.

Key findings

People delayed, cancelled or did not attend appointments because they struggled to find or afford alternative transport. 

Without patient transport, the long distances to hospitals, limited public transport and fewer accessible taxis have increased travel challenges for people living in rural areas. 

 People with mobility needs and those requiring wheelchair accessible vehicles face significant difficulties finding alternative transport if they are no longer eligible for patient transport.

Where people no longer qualify for patient transport, the impact can be significant. Loss of independence, increased anxiety and feeling like a burden on others were common experiences. 

 People can be offered transport for some conditions and not others, for some elements of the treatment for some conditions, but not for tests or consultant appointments for the condition or for some venues and not others. 

Voluntary transport schemes are facing increased demand, limited resources and reliance on volunteers.