Non-emergency patient transport

Non-emergency patient transport is a free transport service, which is only provided to patients who have a specific medical need and are attending healthcare services. It is your responsibility to make your own way to and from healthcare services, unless there is a medical reason why you cannot use private or public transport. This includes: walking, cycling, bus, train, taxi or community/voluntary transport schemes; use of mobility cars, lifts from family, carers, neighbours or other support networks; or a combination of these.

A non-emergency patient is someone who has a medical need for patient transport, but does not require an emergency or immediate response. To make a booking please call 0800 035 6511.

How to arrange transport

You will be responsible for booking your own transport, or you can ask a family member, carer or friend to do it on your behalf. When booking, the following information will be requested:

  • Name
  • Date of birth
  • NHS number
  • Pick-up address (including postcode)
  • GP name and practice address
  • Date, time and location of your appointment

The telephone booking line is available 24 hours a day, 7 days a week. If you require an interpreter, this can be arranged during the booking process.

How will I know if I’m eligible?

Your eligibility for transport is based on your medical need and risks to your health. It also helps to identify your mobility class, determine the type of vehicle that is required and level of support required from transport staff.

Your eligibility will be checked by booking staff every time you book; this might be different to the service that you’ve been used to. You will be asked a series of questions when you call the booking office. If someone is calling on your behalf, they will be required to answer the questions in order for your eligibility to be checked. If you are not eligible for free transport, you will be given details of local alternative services that may be available to you.

Your eligibility will be assessed by booking staff in accordance with the Birmingham, Sandwell and Solihull Eligibility Policy.

What happens if I live outside the West Midlands area?

You will need to contact your local NHS Clinical Commissioning Group (CCG) who will advise you on what you need to do. You can get your CCG’s contact details from your GP surgery.

Useful telephone numbers

Patient booking number: 0800 035 6511 (to make a new booking)
Patient transport enquires: 0121 307 9118 (to discuss an existing booking)

Patient charter

A patient charter has been developed to ensure that patients:

  • Understand what to expect from the service; and
  • Can access the same level of service across Birmingham, Sandwell and Solihull;

You can read the patient charter here.

For more information

Non-emergency patient transport leaflet 
Non-emergency patient transport leaflet (easy read)

Healthcare Travel Costs Scheme

Patients who do not qualify for NHS funded transport but who are on low incomes may be eligible for assistance towards travel costs to hospital through the Healthcare Travel Costs Scheme. You can get more information about the Healthcare Travel Costs Scheme at your local NHS healthcare service or by visiting NHS Choices. This will include information on how you can make a claim to have your travel costs reimbursed if you’re eligible.