Patient transport

Non-Emergency Patient Transport Service

From 1st July 2016 the Non-Emergency Patient Transport Service (NEPTS) in Greater Manchester is provided by the North West Ambulance Service. This service is for patients who due to a medical condition cannot make their own way to NHS appointments.

The service is available to people who need to travel to and from a NHS hospital appointment or treatment centre, when they are discharged from hospital or if they need to be transferred between treatment centres.

The criteria rules determine whether or not you are eligible for NEPTS have been set by the Department of Health and are based upon whether your medical condition prevents you from travelling by any other means.

All patient transport providers are now required to apply these rules. In the majority of cases, each time a booking is made a series of questions are used to check eligibility and to ensure the right transport and level of care is available to the patient. We also assess whether the requirements have changed. (Renal dialysis and cancer patients having on going treatment will be assessed at regular intervals).

NWAS Patient Transport Leaflet [1mb] PDF

How to book your transport

To book transport, please call the local NHS booking centre for your area. This is the area where your GP practice is located. Your hospital or treatment centre will usually book any transport needed for follow-up appointments please discuss this with them when you book your follow up appointment.

To make a booking with your local NHS booking centre, you will need the following information to hand:

  • Date of Birth (DOB)
  • Your NHS number (See appointment letter)
  • Full address with postcode
  • Your mobility needs – are you in a wheelchair for example?

Once your transport is booked, you will be given a booking journey reference number. Please keep this number in a safe place in case you need to contact us and make any changes or cancel your transport.

To book your transport you will need to call the booking centre in the area where your GP Practice is located.

Manchester, Salford and Stockport
Tel: 0800 092 4020
Hours: Mon – Fri 8:00am – 6:00pm

Tel: 01204 462 882
Hours: Mon – Fri 8.30am – 6.30pm

Tel: 0161 762 1510 option 1
Hours: Mon – Thurs 8:30am – 5:00pm, Fri 8:30am – 4:45pm

Heywood, Middleton and Rochdale
Tel: 0161 716 5900
Hours: Mon – Fri 8:00am – 6:00pm

Tel: 0161 627 7494
Hours: Mon – Fri 8:30am – 6:00pm

Tameside and Glossop
Tel: 0161 335 2700
Hours: Mon – Fri 8:00am – 4:00pm

Tel: 0161 976 2555, Option 1 then option 3
Hours: Mon – Fri 8:00am – 5:00pm

Tel: 01942 482 990
Hours: Mon – Fri 8:00am – 6:00pm


When the hospital or treatment centre books your transport

The person booking your journey will need to be sure you qualify and they will be asked a series of questions about your medical condition and mobility needs. The answers given will be used to determine whether you are eligible. If you are, then patient transport will be booked. If not, then you will need to make your own arrangements to get to and from your appointment.

There are other options available if you do not meet the eligibility criteria. If you have an enquiry about your eligibility to use patient transport please contact your local hospital’s Patient Advice and Liaison Service (PALS) or NHS Clinical Commissioning Group.

When you have finished your treatment and want to go home, you will need to see the staff at your clinic who will then contact us to arrange for transport to come and collect you.

Booking return journeys

Previously, return journeys were booked in advance based upon the expected time patients were due to complete their appointment or treatment. With our “Book When Ready” service, you will need to be booked ready for collection when you are ready to go home. Please make sure the staff at the clinic are aware that you have finished your appointment and are ready to go home. If you leave the clinic please tell the staff where you are going so we know where to come and collect you from. You may wait up to 90 minutes to be collected.

What to expect from the Non-Emergency Patient Transport Service

Our staff are here to look after you throughout your journey. We will collect you from inside your home and stay with you until you reach your clinic or place of treatment. If you arrive before your unit or clinic has opened, we will make sure that you are not left to wait on your own. If we are significantly delayed for any reason, we will liaise with your clinic or ward to ensure they know and are still able to see you.

Before you set off, we will need to confirm your appointment details. We will also make sure that you have your keys to get back in when you return and that your home is securely locked.

Please be aware that you are likely to be travelling with other patients.

If you are due to take medication please take it with you. You may also wish to take a drink and a snack or change for the coffee machine.

When we take you home after treatment we will make sure that you are safely back indoors before we leave you.

Friends or relatives who wish to travel with you

Only parents and carers of children under the age of 18 and carers of patients who have been assessed as vulnerable can accompany patients on their journey. There are also limited places available for those patients who require an escort due to a medical need (this will be assessed as part of the eligibility process mentioned earlier). Although we recognise other patients would like the support of family and friends with them on their journey, places taken up in this way means that other patients with a medical need cannot travel.

Not eligible for transport?

If you are not eligible to use the service then you will need to make your own way to the hospital or treatment centre. If you need assistance then there are other options available to you.

Patient transport is a vital resource for those who need it and it should not be seen as an alternative to a taxi or as a means of avoiding the inconvenience or cost of parking. The NHS Travel Cost Scheme can help people unable to afford the cost of travelling to and from a hospital appointment. The Patient Advice and Liaison Service at your local hospital can give you more details.

To find out more about public and accessible transport in Greater Manchester please visit

Your local Healthwatch is also a useful place to find information on health and social care services available in your area