Snapshot report on the Non-Emergency Patient Transport Service

Healthwatch Wakefield, working with Healthwatch Kirklees and Calderdale, reviewed experiences of the Non-Emergency Patient Transport Service (NEPTS) following changes to national eligibility criteria. The review drew on 73 experiences from patients, carers, voluntary organisations and healthcare professionals. While people were generally very positive about the transport service itself, frequently praising drivers for being helpful, patient and reliable, concerns centred on access to the service rather than the quality of journeys provided. 

The strongest concern was the eligibility process. Many people felt the criteria were unclear, inconsistently applied and overly focused on what patients could physically do rather than the practical barriers they faced when trying to attend appointments. People described stressful interactions with call centres, difficulties understanding decisions and problems accessing transport despite significant health conditions. Professionals reported that patients were often being refused transport even when travel arrangements posed substantial challenges.

Transport difficulties were reported to have a direct impact on healthcare access. People described long and tiring journeys, difficulties travelling to early morning appointments, poor public transport links in rural areas and high transport costs. Particular concerns were raised for dialysis patients, cancer patients, people with dementia, those with mobility difficulties and older people. Many reported that transport problems led to missed, postponed or cancelled appointments, while some struggled to afford alternative travel arrangements such as taxis. 

Healthwatch concluded that improvements are needed to make the service fairer and more patient centred. Recommendations included reviewing the eligibility and assessment process, improving staff training and communication, making the helpline free to call, improving information for people who do not qualify, reviewing the impact of transport barriers on missed appointments, and undertaking further engagement with patient groups most affected by transport difficulties.