Medway Volunteer Transport: Your Guide

Navigating the healthcare system can be a challenge, especially for those with mobility issues or who struggle with public transport. Fortunately, the Medway Volunteer Centre offers a lifeline through its dedicated Hands Transport Service. This invaluable service, run by compassionate local volunteers, ensures that residents in the ME1, ME2, ME3, ME4, and ME5 postcode areas can attend essential medical appointments and vital support groups without the stress of difficult travel arrangements. It's a far more affordable and personal alternative to traditional taxi services, built on the foundation of community spirit and a commitment to care.

Who Can Benefit from the Hands Transport Service?

The Medway Volunteer Centre has established clear criteria to ensure its services reach those who need them most. The primary aim is to support individuals who face significant barriers to accessing transport. The eligibility criteria are as follows:

• Individuals aged 70 and over: Recognising that age can bring about mobility challenges, this age group is automatically eligible to use the service.
• Individuals under 70 (but over 18) with a registered disability or serious health problems: This category is for those whose health conditions, even if they are younger, significantly limit their ability to use public transport. Proof of disability or a doctor's note may be required in some instances, though the scheme aims for accessibility.
• Individuals attending cancer treatment: For those undergoing cancer treatment, the service is available to anyone over 18, understanding the physical and emotional toll such treatments can take, making independent travel difficult.
• Individuals attending eye appointments: A specific provision is made for those attending eye appointments where vision impairment may prevent them from travelling home safely on their own, or if they have no one else to assist them. This is often a one-off appointment, and the service is open to anyone over 18 meeting these specific circumstances.

For any queries that fall outside these specific criteria, it is always recommended to contact the Medway Volunteer Centre office directly. Their team can assess individual circumstances and, at the manager's discretion, may be able to accommodate additional requests.

How the Scheme Operates: A Seamless Process

The beauty of the Hands Transport Service lies in its straightforward and supportive operational process. Once you have an upcoming appointment, the journey to securing transport is initiated by a simple phone call:

1. Placing a Transport Request: When you receive your appointment details, you should call the Medway Volunteer Centre Transport Desk on 01634 380 030. This is the first step in booking your journey.
2. Volunteer Coordination: The dedicated Office Transport Volunteers then take over. They utilise their list of registered Volunteer Drivers to find someone local to your area who is available for your requested date and time.
3. Confirmation and Details: Once a driver is assigned, the service will contact you to confirm the booking. You will be provided with your driver's name and the expected pick-up time. This personal touch ensures you know who to expect and when.
4. The Journey: On the day of your appointment, your volunteer driver will arrive in their own car at the agreed-upon time. They will drive you to your appointment. Importantly, drivers are trained to offer assistance beyond just driving; they can help you get to your specific department within the hospital or clinic if needed, including aiding with hospital wheelchairs.
5. Waiting and Return: For most appointments, your driver will wait for your appointment to conclude, ensuring you have a safe and comfortable return journey home.
6. Longer Appointments and Minor Operations: In cases where an appointment is expected to last longer than two hours, or if you are undergoing a minor operation, the driver may drop you at the hospital department. Hospital staff will then contact the transport service when you are ready for discharge, and your driver will return to take you home. This flexibility caters to different medical needs.

Understanding the Costs: Affordable Travel

The Hands Transport Service prides itself on being an affordable option, especially when compared to private taxi services. The pricing structure is designed to cover essential running costs while keeping the service accessible:

• Mileage Charge: As all drivers use their own vehicles, a charge of 45p per mile is applied. This directly covers the cost of petrol for your journey.
• Administration Fee: A small £3 administration fee is charged per journey. This fee is crucial for the operational costs of the office, helping to maintain the telephone line and support the expenses incurred by the office volunteers who manage the booking system.
• Parking Fees: It's important to note that if your appointment is at a hospital or centre that charges for parking, you may be responsible for these costs. Drivers can offer guidance on parking charges and tickets.
• Payment Method: All payments are to be made in cash directly to the driver on the day of your appointment. It's advisable to have the correct change if possible.

Essential Information for Booking

To ensure a smooth booking process, the Medway Volunteer Centre requires specific details when you request transport. Providing this information accurately and in advance helps them immensely in assigning the right driver and planning the journey effectively:

Information Needed for a Transport Request:

Notice Period and Cancellations: Planning is Key

To maximise the chances of securing a driver, it is crucial to provide ample notice:

• Minimum Notice: We require at least 3 working days' notice for all transport requests.
• Ideal Notice: While 3 days is the minimum, we strongly encourage you to provide as much notice as possible. The more time we have, the greater our ability to find a suitable volunteer driver for your journey.
• No Guarantee: While the Medway Volunteer Centre strives to fulfil every request, it's important to understand that a driver cannot always be guaranteed due to volunteer availability. However, they are committed to doing their utmost to arrange transport for everyone.

Cancelling Your Appointment:

Should you need to cancel your appointment, please inform the transport desk as soon as possible. This allows them to reallocate the driver to another client, minimising disruption and maximising the efficient use of volunteer time. While the centre understands that cancellations due to ill health can be last-minute, they do reserve the right to charge clients in situations where insufficient notice is given for a cancellation, reflecting the commitment and arrangements made by the volunteer driver.

Frequently Asked Questions (FAQs)

Q1: How much does a journey cost?

The cost is 45p per mile to cover petrol, plus a £3 administration fee. You may also need to cover any parking charges at your destination. Payment is made in cash to the driver on the day.

Q2: How much notice do I need to give?

We need at least 3 working days' notice, but the more notice you can provide, the better the chance of securing a driver.

Q3: What happens if I need to cancel?

Please inform the transport desk as soon as possible. We appreciate as much notice as you can give. In some cases, a cancellation fee may apply if insufficient notice is provided.

Q4: Can a driver help me into the building?

Yes, drivers are happy to assist you from your door to the department, including help with hospital wheelchairs if required.

Q5: What are the opening hours for the transport desk?

The transport desk is open Monday to Friday, from 9 am to 5 pm. You can leave a voicemail if you cannot get through, and someone will return your call promptly.

Contacting the Transport Desk

The Medway Volunteer Centre Transport Desk is your point of contact for all bookings and enquiries. They are available during the following times:

• Opening Hours: Monday to Friday, 9 am to 5 pm.
• Telephone Number:01634 380 030

If you are unable to speak to someone directly, please leave a detailed voicemail including your name, contact number, and the reason for your call. The voicemail system is monitored regularly throughout the day, and a member of the team will get back to you as soon as possible to arrange your transport or answer your questions. The Hands Transport Service is a testament to the power of community support, providing essential mobility and independence for many residents in Medway.