person in wheelchair being pushed into an ambulance.

We provide non-emergency Patient Transport Service (PTS) for eligible patients in Cumbria, Greater Manchester, Lancashire and Merseyside.

We operate a regional booking system which allows us to deliver a standardised and efficient service to our users and patients. Our centralised web booking system is available 24/7 and provides a number of benefits to users including the ability to make a booking, enquire about existing bookings, book patients ‘ready’ or cancel a booking if necessary.

If you don’t have access to the online booking system but wish to make an enquiry about setting up this facility, please email [email protected]. We can set you up in a matter of minutes with full training.

If you would prefer to make a telephone booking on behalf of the patient, the relevant numbers can be found in the PTS – making a booking section.

Before making a booking please:

  • Avoid raising the patient’s expectations – not everyone is eligible for PTS
  • Determine whether the patient has a medical or clinical need for transport
  • Consider if the patient can use alternative transport such as a family member or taxi
  • Consider if the patient needs patient transport both to and from their appointment or if they can access an alternative for one part of the journey
  • Inform the patient when the transport has been booked and the estimated waiting times

To make a booking you will need:

  • Patient’s full name, home address, date of birth and phone number
  • Patient’s NHS number and GP practice details
  • A knowledge of the patient’s level of mobility
  • Date and time of the appointment
  • Hospital and clinic the patient is attending
  • Type of appointment (for example, outpatient)
  • If an escort is required – only available if there is a specific medical need
  • Any specific needs, such as language barrier, hard of hearing, infectious disease, mental illness or walking frame)

Please note, only patients who have a medical need for transport and meet the eligibility criteria will be able to access the service.

Trusts outside of the North West looking for transportation of patient who are registered with a GP within Cumbria, Greater Manchester, Lancashire and Merseyside should refer their PTS request to us in the first instance by calling 0800 0323 240.

Please note: PTS for patients from Cheshire should be booked by contacting West Midlands Ambulance Service on 0345 425 0050.

If you experience any difficulties in making a PTS booking please contact:

  1. Claire Marshall, Regional Control and Contact Centre Manager – [email protected]

Together with our commissioners we have agreed to a set of quality standards by which the patient transport service will be measured by.

Booking cut off times

Unplanned journeys (on the day)

Please note PTS no longer accept routine transport requests on the Day and require a minimum of 24 hours notice for bookings.

Our cut off time for acceptance of bookings is 3pm the day before the required appointment. Weekends or Bank Holidays are not bookable.

On the Day requests are only for Discharges, Transfers, Dialysis or Oncology appointments or escalations by a Health Care Professional.

Enhanced priority service (EPS) journeys

The booking cut off time for EPS journeys is 3pm on the day prior to travel. Bookings received after this time will be counted as unplanned activity.

Booking cap

An unplanned journey booking cap will be applied based on a percentage of overall patient movements however this is not applicable to enhanced priority patients.

Operating hours

Cumbria

Enhanced Priority Service (EPS) – Times determined by the centres:
7:30 am to midnight (including bank holidays)

Planned Specification – Earliest drop off times and latest collections times:
Monday to Friday 8am to 6pm (excluding bank holidays)

Unplanned Specification – Earliest drop off times and latest collections times:
Monday to Friday 8am to 6pm (excluding bank holidays)

Greater Manchester

Enhanced Priority Service (EPS) – Times determined by the centres:
6:45am to 11pm (including bank holidays)

Planned Specification – Earliest drop off times and latest collections times:
Monday to Friday 8am to 6pm (excluding bank holidays)

Unplanned Specification – Earliest drop off times and latest collections times:
Monday to Friday; 8am to 11pm
Saturday & Sunday; 8am to 6pm
Bank holidays from 6pm to 11pm

Lancashire

Enhanced Priority Service (EPS) – Times determined by the centres:
6:30am to 11pm (including bank holidays)

Planned Specification – Earliest drop off times and latest collections times:
Monday to Friday 8am to 6pm (excluding bank holidays)

Unplanned Specification- Earliest drop off times and latest collections times:
Monday to Friday; 8am to 8pm
Saturday & Sunday; 10am to 6pm
Including bank holidays

Merseyside

Enhanced Priority Service (EPS) – Times determined by the centres:
7am to 1am the following day (including bank holidays)

Planned Specification – Earliest drop off times and latest collections times:
Monday to Friday 8am to 8pm (excluding bank holidays

Unplanned Specification – Earliest drop off times and latest collections times:
Monday to Friday 8am to 8pm
Additional capacity vehicles will operate
Monday to Friday 7pm to 10pm; and
Saturday, Sunday & bank holidays; 10am to 7pm