Patient Transport Service

Patient Transport Service

Welcome to Patient Transport Services

People are at the heart of everything we do, which is why we provide a professional high-quality service across the East Midlands, 365 days a year.

EMAS provides non-emergency patient transport (NEPTS) in Derbyshire and Northamptonshire for patients who need medical or clinical support to get to and from their healthcare appointments.

Our aim is to provide a reliable service to patients. This gives them, and their families, the reassurance that they will get to their vital scheduled appointments on time.

We reduce the potential anxiety that our patients may have otherwise faced in figuring out the logistics of using alternative modes of transportation which would not be able to meet their specific medical needs throughout their journey.

Our 295 hardworking NEPTS colleagues are dedicated to delivering outstanding patient care for our non-emergency patients who require our specialist support to get to and from their hospital appointments safely in a monitored and controlled environment.

Please consider whether you, a family member, friend or carer are able to drive yourself to your appointment before requesting transport.

If you identify no other suitable alternative of getting to and from your healthcare appointment, please get in touch with us on 0300 300 3434 and they will assess your eligibility for transport.

Update to our Patient Transport Service to support COVID-19 planning - 17 May 2021

As England currently navigates through the roadmap out of lockdown, we are continuing to take all necessary steps to ensure that our Non-Emergency Patient Transport Service (NEPTS) is able to convey patients as safely as possible.

While the new guidance from 17 May 2021 emphasises personal responsibility rather than government rules, we are continuing to follow the national recommended guidance regarding social distancing in order to reduce the risk of COVID-19 transmission.

This outlines maintaining social distancing where possible in order to protect vulnerable patients. One of the measures we are taking is seating patients away from crews and asking patients and their chaperone to wear protective face masks.

We will call you ahead of your appointment to ask a series of questions.

We understand you will have already gone through some of these questions before, however it is important for us to triage all our patients and their chaperones in advance to ensure your safety and the safety of our other patients and staff.

These steps significantly reduce our capacity and limit our ability to provide transport for those most in need.

Despite our best efforts to ensure we continue to provide an acceptable level of service, you may experience delays while we ensure we remain a COVID-secure operation.

If you require a chaperone to accompany you then do ensure where possible that this person is a member of your household. This provides the safest means of transport for you and all our other patients during the on-going COVID-19 pandemic.

Thank you for playing your part to protect yourselves and other service users during this pivotal moment.

If you have any concerns or queries then you can call us on 0300 300 3434.

EMAS has provided non-emergency patient transport for people with routine hospital or clinical appointments who are registered with GPs in Derbyshire (including the Chesterfield area) since August 2016 and in Northamptonshire since October 2019.

We receive over 17,500 phone calls from NHS colleagues and patients to make or amend a journey booking each month.

We are thrilled to announce that our NEPTS contracts have recently been renewed in Derbyshire until March 2023, and in Northamptonshire until March 2025, meaning we will continue to fulfil our commitment to delivering outstanding patient care in these areas for our non-emergency patients who require our specialist support.

Patient Transport Services vehicle out on the road.

Each month, on average, our 120 PTS vehicles make 20,000 journeys.

The vehicles that we use to provide our service are equipped to support any patient with any mobility need. 

They also have dementia friendly features like grey flooring to reassure patients that the floor is safe to stand on. Previously the colour of the floor was blue which patients with dementia may misinterpret as water. 

A patient waves and smiles as they are taken into the hospital by two Patient Transport Services colleagues
Entitlement to transport will depend on whether the patient meets the eligibility criteria set out by the local clinical commissioning group.
Please note that patients who receive higher rate Disability Living Allowance or Personal Independence Payments are no longer eligible for free patient transport.


All patients will go through an eligibility criteria assessment when booking their transport. This ensures we can continue to provide a fair and timely service to those in genuine need.

Patient transport is available for patients who:

  • require assistance from skilled ambulance staff e.g. require access to oxygen whilst travelling.
  • have a medical condition that would prevent them from travelling to hospital by any other means.
  • have a medical condition that might put them at risk from harm if they were to travel independently.
  • have treatment with side effects that requires support from skilled ambulance staff.

A lady at the Patient Transport Services Desk at the hospital is speaking to two ambulance colleagues.

If you meet the eligibility criteria, please contact the booking line: 0300 300 3434

A close-up picture of the East Midlands Ambulance Service logo on the side of a Patient Transport Services vehicle
If you think you have what it takes to help provide quality patient transport for people travelling to and from their hospital appointments, visit our volunteering webpage for more information. 
An elderly patient is assisted into the back of the Patient Transport Services vehicle by two helpful members of staff.