The Non-Emergency Patient Transport Service (NEPTS) helps people get to healthcare appointments when they cannot travel safely by other means. The service uses a set of criteria set out by Welsh Government to test whether patients are eligible for our services, these criteria are based on medical need for transport.
Demand for transport continues to increase and, journeys regularly have to be cancelled because demand exceeded available capacity. The proposed changes are intended to help ensure that available transport is prioritised for patients who have the greatest clinical, physical, cognitive or complex needs.
Following a review of how we currently assess eligibility, we are proposing to review the questions we ask when patients contact us to request transport. These questions help us understand the patient circumstances and decide whether they are eligible for NEPTS services.
Following a review of how we currently assess eligibility, we are proposing to review the questions we ask when transport is requested. These questions help us understand a patient's needs and circumstances and decide whether they are eligible for NEPTS services.
The proposals would strengthen how we assess eligibility by focusing on a simple question: "Why does this patient need NEPTS for this journey?"
We would continue to look at each patient's individual circumstances, but we may ask more detailed questions to understand:
Patients requesting transport to attend Renal Haemodialysis and Oncology treatment will not be impacted by these proposals and continue to remain automatically eligible for the service.
The proposals are most likely to affect patients attending outpatient appointments who currently receive transport but have a limited/no medical need for transport.
Some patients may no longer qualify for transport if, following assessment, they are considered able to travel safely using another option. Decisions would be made on an individual basis following assessment.
If a patient is identified as not being eligible for transport and does not feel that this is the right decision, we will introduce a process that allows for a review of the decision to be requested.
The proposals will not affect:
The proposed changes include dedicated questions for patients who inform us they require a stretcher transport, people living with dementia and patients receiving oncology treatment. The questions will allow us to improve our assessment of the patient’s needs and ensure the correct transport is provided; these pathways will not be used to assess eligibility only to improve the quality of the patient experience.
Professional judgement would continue to be available for complex situations where a patient's individual needs may not be fully captured through standard assessment questions.
Under the proposals, where a patient requests an escort e.g. family member or friend to travel with them, transport will only be provided for the escort where there is a medical need during the journey that cannot be provided by ambulance staff.
If an escort is requested, we may ask additional questions about the support they provide and why it is needed during transport.
Requests will continue to be considered on an individual basis based on where support is needed during the journey.
The proposals are intended to:
Make eligibility decisions more consistent and fair.
No final decision has been made.
We want to understand how these proposals may affect patients, families, carers and healthcare professionals. Your feedback will help us understand any unintended consequences and will be considered before any final decision is made.
Please complete the feedback form by clicking here to provide us with any feedback you wish to share.
If you would like more information or wish to share your views, please contact the Welsh Ambulance Services University NHS Trust through email: amb_NEPTSEngagement@wales.nhs.uk or telephone: 0300 123 2303.