Non-Emergency Patient Transport Experience

In October 2018, the East of England Ambulance Trust (EEAST) took over the delivery of the Non-Emergency Patient Transport Service (NEPTS) within Hertfordshire. Since then, we have heard less from Hertfordshire residents about their experience of NEPTS. In light of this Healthwatch Hertfordshire created an exploratory survey to understand if experiences and/or views had got better, as well as if experiences have changed over the past year since the new provider took over.  They received 25 responses.

Overall respondents impressed the importance and value of the service and placed a particular emphasis upon the “excellent” care and attitudes provided by the staff. Where people had less positive experiences, this more frequently involved lateness of the vehicle when picking them up for, and from their appointments – sometimes resulting in missed appointments and delays in receiving care.