Patient transport services

Have your say

The ICB is working with the North East Ambulance Service (NEAS), Healthwatch and other partners on a programme to improve NHS patient transport services across the North East. 

Patient transport services provide free transport for people who cannot travel safely to or from hospital because of their health, mobility or other clinical needs.

We know the service does not always work as well as it should. We would like to hear from people who currently use patient transport services in the North East. Please take part in our short survey before it closes on 3 July 2026.

Please note: this survey does not cover patient transport services in North Cumbria.

We want to understand how changes to patient transport in the North East could affect you or someone you care for.

Some people who use patient transport now may not be able to use it in the future.  

Your feedback will help us:  

  • Improve our plans   

  • Make the service fair   

  • Provide the right support  

We want to hear from:  

  • People who use patient transport   

  • Carers and family members of people who use the service   

Tell us:  

  • How you might be affected   

  • Any concerns you have   

  • What support would help  

Please fill in the survey by 3 July 2026   

NHS patient transport is a free service for people who cannot travel safely to or from hospital on their own. 

You may be able to use it if:  

  • You are unwell   

  • You have a disability   

  • You have difficulty moving around  

It helps with:  

  • Getting to hospital appointments   

  • Getting home after treatment or a stay in hospital   

We know the service does not always work as well as it should. 

Patients and staff have told us:  

  • The rules are not always clear   

  • Access can depend on where you live  

  • Waiting times can be long   

  • Some journeys are booked but not used   

  • The standard mileage rate varies for those who can get the NHS Healthcare Travel Cost Scheme (HTCS) to claim back their travel expenses. 

Last year, around 1 in 5 journeys were cancelled on the same day. This can delay transport for others who need it. 

We want to make sure the service is fair, clear, and available for the people who need it most.  

The North East and North Cumbria Integrated Care Board (ICB) is reviewing patient transport across the North East. We are working with North East Ambulance Service (NEAS) and other providers to make it better.  

We are considering changes to the rules for who can use the service based on national guidance from NHS England. This says transport should be provided when someone cannot travel safely without risking their health, recovery or dignity. 

You can find out more about NHS England Guidance: 

We are looking at ways to make the service simpler and fairer.  

This could include:  

  • Making the rules clear and consistent across the North East  

  • Looking at each person's needs, not using distance on its own   

  • Asking a few simple questions to understand needs, focusing on: 

  • Your health 

  • Your mobility 

  • Your safety 

  • Your travel options  

  • 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.   

We are also looking at   

  • Better support for people who travel often (for example, dialysis patients)   

  • Reducing journeys that are booked but not used 

This is not about stopping patient transport. People who need it will still get support.  

Many people will continue to receive patient transport, including those who:  

  • Go to dialysis often  

  • Have cancer treatment like chemotherapy or radiotherapy   

  • Need oxygen, specialist equipment, or monitoring   

  • Cannot travel alone due to serious mobility problems  

  • Have severe mental health needs   

  • Have dementia, learning disabilities, or confusion   

  • Have serious sight or hearing loss   

We will review all feedback before making any decisions. 

If changes go ahead:  

  • They will be introduced gradually   

  • The earliest start would be September 2026  

We will share updates on this website.  

Will free NHS patient transport stop? 

No. Patient transport will still be available for people who need it for health and other reasons such as their mobility. 

Who can get patient transport?  

You may be able to get transport if you, or someone you are caring for, cannot safely travel safely alone. This could be because of:  

  • Health issues  

  • Problems moving around   

  • Safety concerns   

We will look at each person's needs. 

What is changing? 

We are thinking about:  

  • Making the rules clear and the same everywhere   

  • Looking at what each person needs  

  • Not using distance on its own  

  • Asking a few simple questions   

  • Reducing journeys that are not used   

  • Introducing 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.    

Will I still be able to explain my needs? 

Yes.  

You or your carer may be asked a few simple questions by the patient transport service. This helps us to understand what support you need. 

Can someone travel with me (an escort)? 

Yes, if you need one. 

An escort can travel with you if it helps your health, safety, or support. For example, this might be if you:  

  • Need help during the journey   

  • Feel unsafe travelling alone   

  • Need support because of a health condition or disability  

We will look at each request based on your needs.  

We are also checking how escorts are used to make sure this is:  

  • Fair   

  • Clear   

  • The same in all areas     

What if I cannot get patient transport? 

We will help you find other ways to travel, such as:  

  • Bus or train   

  • Community transport   

  • Help from family or friends   

  • Help with travel costs if you can get it    

Why are you asking for my views? 

We want to make the service better.  

Your views will help us:  

  • Improve the service   

  • Make fair decisions   

  • Give the right support  

When will changes happen? 

No decisions have been made yet. 

If changes go ahead, they may start from September 2026. They will be brought in step by step.  

Will I be told about changes? 

Yes.  We will share updates on this website and with other partners such as Healthwatch, NHS trusts, MPs and community and voluntary organisations.