We know that going to hospital can be a worry so it’s important to us that you know what to expect when using our service so you have a positive experience.
What you can expect from us
- If you are eligible for patient transport, your booking will be taken immediately and a unique booking reference number will be allocated to you. Please keep this safe in case you need to contact us.
- If you wish, we can arrange for a transport booking reminder to be provided to you three days prior to your appointment.
- Additionally, notification will be provided on the day of transport that you are the next patient to be collected. This may be done by text, email or voice message to your telephone, depending on your preference and information supplied at the time of booking.
- We will provide transport that is comfortable and suitable for your individual mobility requirements and to ensure you are properly secured in the vehicle with seatbelts or wheelchair restraints as appropriate.
- We will ensure our vehicles are fitted with the latest equipment to enable us to locate your address quickly and efficiently and keep in regular contact with our control rooms to plan the most effective journey routes
What we ask of you
- We would ask you to answer all questions relating to the eligibility criteria as accurately as possible and please make sure you have your NHS number to hand (this is often shown on your appointment letter or is available from your GP).
- We would ask that you tell us any information that might help us to deliver an even better service for you e.g. specify preferred access (knock on the front or back door) or indicate if you are hard of hearing.
- We would ask that you tell the person you speak to within the call centre of any other specific needs you may have in order that we can make your journey as comfortable as possible.
- We would ask that you notify us prior to your journey with any useful information which would help us to locate an address more easily.
Before your transport arrives
What you can expect from us
- We will ensure that our staff always carry ID and introduce themselves to you on arrival.
- We will ensure our vehicles are appropriately equipped and subject to regular maintenance and safety checks. The inside of the vehicles will be clean at all times and in the event of a vehicle becoming dirty during use, it will be taken out of service until it has been cleaned.
- We will ensure that you are treated and cared for by our staff who have the necessary skills, knowledge and experience to provide an efficient and effective service to suit your needs.
- We will ensure that you are treated with dignity and have your religious and cultural beliefs respected. Our services will be able to be accessed fairly by all, irrespective of gender, race, disability, age, sexual orientation, religion or belief.
What we ask of you
- We would ask that you inform our staff of how you would prefer to be addressed (e.g. first name/Mrs/Mr/Ms)
- We would ask that patients kindly refrain from eating and drinking whilst on board our vehicles. Also please note that smoking is not permitted on board our vehicles.
- We ask that you treat our staff with consideration and respect and adhere to any specific safety advice they may give to you. Please note that the wearing of seatbelts is compulsory unless medical exemption is provided.
- We would ask that you respect the religious and cultural beliefs of other patients travelling at the same time as you. We would also request that you are dressed appropriately and are aware that both male and female patients may also travel with you.
Arriving at the hospital
What you can expect from us
- If required, we will ensure the transport staff will escort and book you into the specific clinic you are attending when you arrive at the hospital.
What we ask of you
- We would ask that you notify our staff directly if you prefer not to be escorted. After your appointment has finished, please ask the clinic you have attended to notify us that you are ready for your transport home.
Useful information to enhance your experience
What you can expect from us
- If due to unforeseen circumstances, we have to alter your transport arrangements at the last minute, we will notify both you and the relevant clinic if you have provided contact details
What we ask of you
- We would ask for your understanding in such circumstances.
Let us know what you think
What you can expect from us
- We will regularly seek the views of our patients through a variety of methods to ensure we are responding to your needs.
- We will ensure that any other transport provider operating on our behalf will undertake their duties within our strict operating guidelines. If other transport providers fail to meet our service requirements, appropriate action will be taken.
What we ask of you
- We would ask that you contact us with any compliments, comments, suggestions or concerns you may have about the service we are providing.
- We would particularly welcome any feedback based on your experience of using our service. You can share your experiences with us by either emailing [email protected] or telephoning 0300 555 0110 or write to us: Patient Engagement Team, North West Ambulance Service Trust, 449-451 Garstang Road, Broughton, Preston, PR3 5LN.
COVID-19
What you can expect from us
- You can expect our staff to be wearing Level 2 PPE, ie. surgical face mask, apron and gloves
- In an ambulance you may travel with another patient in line with social distancing guidance
- If travelling in a car, the driver will be wearing a face mask and gloves. No other patients will be in the vehicle.
What we ask of you
- Please wear a face covering if this can be tolerated, whether in an ambulance or car.
- Escorts should only travel if absolutely necessary and we advise you to check with the hospital before you book.