Patient Transport Services

Avon Ambulance Service runs the Patient Transport Service and it has recently made some changes to the eligibility criteria.  For details please read the information below:


Who can use the patient transport services?

If you are a patient with a medical or mobility condition where you would need NHS staff to support you to and from a hospital or clinic for treatment you may be eligible to use our service.

Can you answer yes to either of the following questions:

  • Do you have a relative or friend that could take and bring you back from an appointment
  • Do you presently use public transport to go shopping/visit friends/relatives or take holidays?

If you can answer yes to either of the above questions then unfortunately you would not be eligible for our patient transport services.

You will be eligible for our services if:

  • you need to travel on a stretcher
  • you need continual support to walk or travel in a wheelchair
  • you have another mobility problem that requires the assistance of Patient Transport Services staff
  • you are receiving current treatment that leaves you too ill or weak to drive, use a taxi or use public transport
  • you need oxygen and the Patient Transport Services staff to administer it
  • you have communication or behavioural difficulties e.g. Alzheimer's or dementia that require skilled assistance
  • you are an inpatient requiring an inter hospital transfer


Can I bring someone with me?

You can bring someone with you if:

  • you are under 16 years old
  • your condition requires constant attention of an escort throughout your journey
  • you have difficulty in communicating, e.g. hard of hearing or deaf or have difficulty in speaking or are partially sighted or blind and need a guide dog
  • you have a condition that prevents you from travelling unaccompanied e.g. Alzheimer's or dementia

When would I be collected by the Patient Transport Service?

If you have an outpatient appointment, your transport will be with you in plenty of time so that you arrive promptly for your appointment.  If you are being discharged from hospital your transport will be with you as soon as possible to take you home.


What happens when I get to hospital?

When you arrive at hospital, your driver will escort you to your appointment waiting area.  He/she will also pick you up from this area when your appointment is finished.

What happens if I need to attend regularly?

Providing you meet the criteria, a repeat block booking of transport will be arranged and this will be confirmed at the time.

What if I have a follow-up appointment booked?

You will not automatically get transport if you have a follow-up appointment.  Your transport needs will be assessed each time you attend.

What if I need to change or cancel my appointment?

If you no longer require transport or your transport needs have changed, please contact the person who booked your transport and they will be able to make changes for you.

What if I previously had transport and am now no longer eligible?

The Department of Health specifies that Patient Transport Services are for patients who have a medical or mobility need for transport to and from hospital.  Therefore if you are assessed as no longer meeting the specified criteria you will no longer receive this service.

Other ways to help with transportation

There are a number of other options available to support your journey to and from hospital including the Healthcare Travel Cost Scheme.

For further information please contact your local primary care trust, hospital or treatment centre or go to the Department of Health website and type HTCS in the search option.

Local councils also provide community transport services which can support journeys to hospital or your GP can let you know of community transport services.

Bristol: 0117 922 2000
North Somerset: 01934 888801
South Gloucestershire: 01454 868 004

This website provides details for community transport for all areas:


What if I have a concern or complaint?

Please contact the:

Patient Advice and Liaison Service (PALS)
Bristol: 0117 900 3433
North Somerset: 01275 546 755
South Gloucestershire: 0117 330 2436

If you would like to send us your views on the service please let us know by contacting the procurement team on 0117 976 6600

As part of our annual audit of services, some random checks will be made on requests for transport.

For further details on the Patient Transport Service please see the NHS Bristol web page

or call 0117 976 6600 and ask for Patient Transport Services.

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