Patient Transport Services

What are Patient Transport Services?

Patient transport services (PTS) are provided for those patients whose medical condition means that they cannot get to their appointment in any other way.

Criteria are applied to all transport requests to make sure that each request is considered fairly and consistently, and transport is available for those who are assessed to have a medical need for transport.

The service provides a range of vehicle types and levels of care appropriate to a patient’s individual medical need to ensure the patient travels as safely and as comfortably as possible to their appointment.

How do I find out if I am Eligible for PTS?

Following confirmation of your healthcare appointment, you will need to contact ERS Medical on 033 3240 4926 to find out if you are eligible for PTS. They are open Monday to Friday, 08:00 to 16:00.

Some hospitals have their own eligibility criteria and assessment process for patient transport. The contact details can be found on the appointment letter from the hospital however if you are unsure please contact ERS Medical and they will be able to re-direct your call.

All patients will be assessed on their suitability for PTS using a short and simple series of questions when booking. The questions will cover a patient’s fitness, mobility, senses, mental function and general health.

The eligibility criteria are based on the following questions:

  • Does the patient need skilled assistance to transfer them to and from a vehicle?
  • Does the patient have a disability or condition that makes it difficult or undesirable to travel by alternative transport?
  • Does the patient have a condition where there is a reasonable possibility of an event needing skilled assistance happening when travelling?
  • Does the patient have a disability that could cause a risk or embarrassment to themselves or others if travelling by alternative transport?

If you are eligible the advisor will then arrange a booking including your return journey home.

When calling please have the following information to hand:

  • Your NHS number.
  • Your date of birth.
  • Name of your GP practice and postcode.
  • Your appointment details eg date, time and location.

Be aware that the transport may be collecting other patients and you will need to be ready 1-2 hours before your appointment time.

Can a friend or relative travel with me as an escort?

Only parents and carers of patients who have been assessed as vulnerable can travel on NHS transport. Although we recognise other patients would like the support of family and friends with them on their journey, places taken up in this way mean that other patients with a medical need cannot be transported.

Patients NOT eligible for PTS are those who:

  • Have their own transport or a friend/relative that could help out.
  • Could get to hospital without using PTS if their appointment time/date was changed.
  • Can use public transport.

If you are in doubt, please contact ERS Medical on 033 3240 4926.

Escorts have to be booked as it is likely that you will be travelling with other patients (where appropriate). For this reason, any escort wishing to travel with a patient who has not been assessed as needing an escort or has not pre booked, is likely to be refused travel by the driver.

If I’m not eligible for PTS, what are the alternatives?

There are a number of community transport services available in the borough of Richmond for local residents which you will need to be registered with before you can access their services. These are as follows:

Another option is public transport. for information on times and routes, call Transport for London on 034 3222 1234 or visit their website:

If you receive qualifying benefits or you’re on a low income or you are not eligible for PTS and have sourced alternative transport you may be able to get financial help with travel costs from the Healthcare Travel Costs Scheme.

For more information please telephone 030 0330 1343.

Be aware that there is no reimbursement for private taxis.

Making a Comment, Suggestion or Complaint

Please contact the Patient Advice and Liaison Service (PALS) at Kingston Clinical Commissioning Group either by calling them on 020 8339 8086, emailing or in writing to:

Kingston Clinical Commissioning Group
Level 3
Guildhall 1
High Street