PatientTransportServicePatient Charter

Do you need ambulancetransport because ofa medical or physicalcondition?

Do you have ahospital or clinicappointment?

You may be eligibleto use the PatientTransport Service

If you would like to share any compliments, comments orsuggestions about the service we are providing, or you wish tomake a complaint, you can contact us by telephoningour Patient Experience Team on 0345 112 6500,emailing patient.experience@nwas.nhs.uk or write to us:Patient Experience Team, North West Ambulance Service NHSTrust, 449-451 Garstang Road, Broughton, Preston, PR3 5LN.

Alternatively contact us via our website:www.nwas.nhs.uk/talking-to-us

When making a bookingdirectly with us, you canexpect:75% of calls to be answered within20 seconds.

When travelling to yourappointment with us,you can expect:A journey time of no more than60 minutes, although distance andtravel conditions must be taken intoconsideration.

On arriving for yourappointment at the hospitalyou can expect:To arrive no more than 60 minutesbefore or later than your appointmenttime on 90% of occasions. If you aretravelling for renal dialysis or cancertreatment, you can expect to arrivewithin 45 minutes of your appointmenttime on 90% of occasions.

On collection from hospitalyou can expect:That you will be collected within 60minutes on 80% of occasions and nolonger than 90 minutes on 90% ofoccasions from the point at which weare notified that you are ready.

If you are having renal dialysis orcancer treatment, you will be collectedwithin 60 minutes on 85% of occasionsand no longer than 90 minutes on 90%of occasions.

www.nwas.nhs.uk

This Patient Charter explains your rights and responsibilities when you usethe Non-Emergency Patient Transport Service of the North West AmbulanceService NHS Trust (NWAS).

We work in partnership with hospitals and other organisations you maycome into contact with as a patient. We want your combined ambulanceand hospital experience to be as smooth as possible. It is really importantto us to let you know what you can expect when using our Patient TransportService. We also want to let you know how you can help us to make youroverall experience as pleasant as possible.

EligibilityPatient transport is available for thosepatients who meet the eligibility criteria.When you request transport, you willbe asked a series of questions thatdecide whether you meet the eligibilitycriteria on the basis of medical need.These questions will also help us todecide how we can best support youin getting to your appointment. If youneed someone to accompany you dueto a specific need, we must be madeaware of this.

If you are not eligible to use patienttransport, we will try to assist you bygiving you useful information aboutalternative transport options.

If you are eligible for patienttransport, you can expectfrom us:• A booking will be taken immediately

and you will be given a uniquebooking number. You can use thisif you need to contact us aboutyour booking.

• The person who takes the bookingdetails will record all information

accurately including any specialrequirements that you may have foryour journey.

• The option of receiving a bookingreminder text message three daysbefore you travel. You can also opt into receive a message telling you thatyour transport is on its way to collectyou on the day of travel.

• We will endeavour to providetransport that is comfortable andsuitable for your individual mobilityrequirements and to ensure that youare properly secured in the vehiclewith seatbelts or wheelchair restraintsas appropriate.

• We will ensure that our staff alwayscarry identification and introducethemselves to you on arrival.

• We will ensure our vehicles areappropriately equipped andsubject to regular maintenanceand safety checks.

• You will be treated and cared for byour staff who have the necessaryskills, knowledge and experience toprovide an efficient and effectiveservice to suit your needs.

• We will ensure that you are treatedwith dignity and have your religiousand cultural beliefs respected.Our service is able to be accessedfairly by all, irrespective of gender,race, disability, age, sexualorientation, religion or belief.

• If due to unforeseen circumstanceswe have to change your transportarrangements at the last minute,we will notify both you and therelevant clinic wherever possible.

• We will ensure that any othertransport provider operating on ourbehalf will undertake their dutieswithin our strict operating guidelines.If other transport providers fail tomeet our service requirements,appropriate action will be taken.

We ask you to:• Please have your NHS number

to hand when you call to requesttransport. This can usually be foundon your appointment letter or youcan request it from your GP.

• Provide us with any information thatwe may need to know to help usprovide a better journey for you.

• Contact us to tell us if your transportbooking is no longer needed, forexample if your appointment hasbeen cancelled or changed or ifyou need to make any changes toyour booking.

• To be ready to travel at the estimatedcollection time.

• Bring your appointment details andany medication you require duringthe day with you. You may also wishto bring something to eat and drinkwith you.

• Treat our staff with considerationand respect and follow any specificsafety advice they may give toyou. Please note that the wearingof seatbelts is compulsory unlessmedical exemption is provided.

• That you respect the religious andcultural beliefs of other patientstravelling at the same time as you.

• Be dressed appropriately for thejourney and the weather conditionsand are aware that both male andfemale patients may also travelwith you.

• Please ask the clinic you haveattended to notify us that you areready for your transport home afteryour appointment has finished.