NHS Patient Transport in Norfolk: What's New

NHS Patient Transport Services in Norfolk & Waveney: An Essential Update

For many individuals in Norfolk and Waveney, accessing vital NHS healthcare appointments can present a significant challenge. Non-emergency patient transport services (PTS) play a crucial role in ensuring that those with medical needs can attend their appointments without detriment to their health or recovery. Recently, there have been significant changes to how these essential services are delivered in the region, with a new provider taking the reins and updated information available for patients and their carers.

The New Provider: HTG-UK Takes Over

As of 1st October 2024, the contract for Non-Emergency Patient Transport Services in Norfolk and Waveney has been awarded to HTG-UK (Health Transportation Group-UK). This change follows a comprehensive procurement process, marking a new chapter in the provision of this vital support. Mark Burgis, Executive Director of Patients and Communities at NHS Norfolk and Waveney Integrated Care Board (ICB), expressed enthusiasm for the partnership: "Non-emergency patient transport provides integral support to local people, especially those who are frail or have additional needs to help them attend hospital appointments. We’re pleased to be working with HTG-UK to plan for this service going live in October."

Derek Laird, HTG-UK Chief Executive Officer, echoed this sentiment, stating: "We are very excited to have been awarded the contract to provide Non-Emergency Patient Transport in Norfolk and Waveney. We have already started to work with both the commissioners and other stakeholders in Norfolk and Waveney and are confident of delivering improvement for patients and the local healthcare system." This collaboration aims to enhance the patient experience and streamline the transportation process.

Understanding Non-Emergency Patient Transport Services (PTS)

Non-emergency patient transport services, commonly referred to as PTS, are designed for the planned, non-urgent transportation of patients. The core purpose is to convey individuals who have a medical need for such transport to and from NHS healthcare facilities, or between different NHS healthcare providers. This encompasses a variety of vehicle types and levels of care, all tailored to meet the specific medical requirements of each patient. The key differentiator is the *medical need* for transport, rather than a simple social preference.

Who is Eligible for PTS?

Eligibility for PTS is determined by a patient's medical condition and mobility needs. The primary criteria include:

• Medical Requirement for Support: Patients whose medical condition necessitates the skills or support of PTS staff during or after the journey. This also applies if travelling by other means would be detrimental to their condition or recovery.
• Mobility Impairments: Individuals whose mobility is significantly impacted by their medical condition, to the extent that they would struggle to access healthcare independently, or where alternative travel methods would negatively affect their condition or recovery.
• Children Attending Appointments: Children requiring transport to NHS appointments when accompanied by their parent or guardian.
• Regular Treatments: Patients who need to attend regular treatments such as dialysis or cancer therapy.

In certain circumstances, PTS can also be provided for a patient's escort or carer if their specific skills or support are deemed essential. This might include accompanying individuals with physical or mental incapacity, vulnerable adults, or those requiring a translator. Such arrangements must be agreed upon and booked in advance.

What to Expect from HTG-UK Transport

HTG-UK is committed to providing a reliable and supportive transport experience. Patients can expect the following:

• Collection from Residence: You will be collected from your home. It is advisable to be prepared a couple of hours before your scheduled appointment time, as HTG-UK aims to collect patients with sufficient time to ensure punctual arrival.
• Pre-Journey Checks: Before commencing the journey, staff will assist you in ensuring you have all necessary items, such as your keys, and that your home is secured if required.
• Assistance During the Journey: Staff are trained to offer assistance throughout your travel, including escorting you to the relevant department upon arrival at the healthcare facility.
• Personal Medication and Supplies: Patients are advised to bring any personal medication they require. It is also recommended to carry a snack and a drink in case of unforeseen delays.
• Safe Return: After your appointment or treatment, you will be returned to your residence. Staff will ensure you are safely inside your home before departing.
• Adherence to Targets: Pre-booked transport for all appointments is managed with specific contractual targets, which HTG-UK strives to meet consistently.
• Appointment Completion Notification: It is the responsibility of the facility you are attending to inform the booking office once your appointment or treatment has concluded.

Booking Your Transport

For patients in Norfolk, journeys can be booked through the HTG-UK Booking Line:

Phone: 0345 241 3012

This line is available 24 hours a day, 7 days a week.

Further information about the HTG-UK service can be found on their website: www.htg-uk.com. Patients and carers can also access an HTG-UK Patient Leaflet for more details. Eligibility for the service will be assessed in accordance with the NHS eligibility framework.

Cancelling PTS: A Crucial Reminder

It is vital for patients to inform the provider if they no longer require booked PTS, or if their appointment is cancelled or rescheduled. PTS is a valuable resource, and uncancelled transport represents a missed opportunity for another patient in need. Prompt cancellation ensures that resources are allocated efficiently.

What if You're Not Eligible for PTS?

PTS eligibility is strictly based on the medical criteria outlined above and does not extend to patients with purely social needs for transport. If you do not meet the eligibility requirements for PTS, there are alternative options available:

Community Car Schemes

Several Community Car Schemes operate in Norfolk, offering a more affordable alternative to taxis for hospital travel. These schemes typically charge a mileage fee. Transport Plus is one such scheme covering a large part of Norfolk.

For more comprehensive information on eligibility criteria for these schemes, and details about other local initiatives and the flexi bus service, you can visit:

Website: https://www.norfolk.gov.uk/roads-and-transport/public-transport/community-transport

Telephone: 0344 800 8020

The service previously known as Transport Plus is now the Travel Norfolk car scheme. You can find information on the Norfolk County Council website: Travel Norfolk car scheme – Norfolk County Council.

Help with Travel Costs

If you are not eligible for PTS and are struggling with the cost of travel to healthcare appointments, you may be eligible for reimbursement of travel expenses. This often depends on whether you are receiving certain benefits. You can find out more about the Healthcare Travel Costs Scheme by searching for "help-with-healthcare-travel-costs-scheme" on the NHS website or relevant government portals.

Key Takeaways:

The transition to HTG-UK marks a significant development in patient transport services for Norfolk and Waveney. By understanding the eligibility criteria, booking procedures, and available alternatives, patients can ensure they receive the support they need to access essential healthcare.

Frequently Asked Questions (FAQs)

Q1: Who is responsible for informing the transport provider when my appointment finishes?
It is the responsibility of the healthcare facility you attend to notify the booking office that your appointment or treatment is complete.

Q2: Can I book PTS for a social visit?
No, PTS is strictly for patients with a medical need for transport to NHS healthcare appointments. Social visits are not covered.

Q3: What if my medical condition improves and I no longer need PTS?
If you no longer require your booked transport, please cancel it as soon as possible through the HTG-UK booking line (0345 241 3012) to allow the resource to be used by another patient.

Q4: Does PTS cover travel to private medical appointments?
No, PTS is exclusively for appointments with NHS healthcare providers.

Q5: How do I find out if I am eligible for help with travel costs if I am not eligible for PTS?
You can find information on the Healthcare Travel Costs Scheme, which may provide reimbursement for travel expenses if you are on certain benefits, by searching for "help-with-healthcare-travel-costs-scheme" online.

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