Do you use NHS patient transport services?
The North East and North Cumbria Integrated Care Board (ICB) is working with the North East Ambulance Service (NEAS) and partners including Healthwatch to review NHS patient transport services in the North East. Patient transport helps people get to and from hospital if they cannot travel safely on their own because of their health or mobility needs.
Feedback indicates the service does not always work well, with people saying:
- waits can be long
- the rules are not always clear
- services can be different depending on where you live
The ICB are looking at ways to improve the service and proposing some changes to the rules of who can use the service in line with NHS England guidelines. This could include:
- Clear and consistent rules across the North East
- Looking at each person's needs, not just how far they travel
- Asking a few simple questions to understand needs
- A standard mileage rate of 25p per mile for people who quality for the NHS Healthcare Travel Cost Scheme (HTCS) to claim back their travel expenses. It is now between 14p to 25p depending on where you live.
They are also looking at
- Better support for people who travel often (for example, dialysis patients)
- Reducing journeys that are booked but not used
Healthwatch is helping to make sure users of the service can have their say. If you do use the Patient Transport Service now or have done in the last three years, you can:
If you are sent the survey through the post, you should complete and return it. Please also feel free to contact us if you want to discuss your use of the service and how changes might work for you.
Please complete the survey by 3 July 2026.