A a better quality patient transport service

Ashford Clinical Commissioning Group



A new and improved patient transport service is being launched across Kent and Medway on 1 July 2016. Tough new measures to raise standards are being introduced, with greater emphasis on customer care and getting patients home from hospital promptly.

The new service is provided by G4S which is taking over from NSL whose contract expires on 30 June.

G4S’s performance will be measured against a Patient Charter, developed by people who use patient transport services in Kent and Medway. There are tighter timescale targets for collecting and dropping off patients before and after their appointments or when going home after an inpatient stay.

The bookings line is a freephone number open 24 hours a day, seven days a week.

G4S will start taking and making calls from 20 June (two weeks before the handover date) for appointments from 1 July onwards.

Until 30 June, the bookings line number will remain 08432 241 888.

From 1 July, the bookings line number will be 0800 096 0211.

All bookings made with NSL for dates from 1 July onwards will be transferred to G4S and patients will receive a telephone call to personally reassure them of this.

The criteria for eligibility for patient transport services are not changing – these are set nationally.

Hospital staff are being trained on the online system used by G4S which enables them to track patients’ bookings in real-time, so they can update patients if there is any delay.

The procurement and mobilisation was led by NHS West Kent CCG, which has worked intensively over many months with both organisations, all NHS trusts and all other CCGs in Kent and Medway to ensure a smooth handover for patients.

The patient transport service provides free transport for people whose medical condition means they cannot get to or from their place of care (a hospital, hospice or clinic) in any other way. Eligible patients can book transport to get them to and from outpatient and inpatient appointments.

For further information about the new patient transport service in Kent and Medway, including a leaflet, poster and feedback form, please visit www.km-pts.co.uk ➚

NHS Ashford Clinical Commissioning Group 06 June 2016
http://www.ashfordccg.nhs.uk/news/blog/?blogpost=8755#.V1h7LZErLDc ➚


  1. Mrs Kathleen Staddon

    My family and I were very upset when I tried to book patient transport to Kings but was told I do not meet the criteria. What do you have to be dying! I hold. Blue badge – I have osteoarthritis , can not walk far, have a bad back and I practically walk bent over. No car. If I have to go to the Doctors I have to try and arrange transport. I am a pensioner in my 70’s a widow and I thought it would be no problem. Is this the thanks I get also working for the NHS for over 25 years. I have to go back in about 3 months for the day to Kings.

    1. Bob Shrubb (Post author)

      If you have not already done so, please comment to Ashford CCG: http://www.ashfordccg.nhs.uk/contact-us/comments-and-complaints/
      or to Kent Healthwatch, kent.healthwatchcrm.co.uk/your-views, the independent organisation set up to champion the views of patients and social care users across Kent.


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