Sub menu

Non-emergency patient transport (NEPTS)

Most people travel to and from hospital independently by private or public transport, with the help of relatives or friends if necessary. 

NHS-funded patient transportation is reserved for when it is considered essential to ensuring an individual’s safety, safe mobilisation, condition management or recovery.

NEPTS is a very busy service, and it is often much quicker to get to or from hospital with the help of friends, family or voluntary services such as those listed below:


Am I eligible for NEPTS?

A patient is likely to qualify for non-emergency patient transport if they meet one or more of the following criteria:

  • They have a medical need
  • They have cognitive or sensory impairment
  • They have a significant mobility impairment
  • A safeguarding concern has been raised
  • They have wider mobility or medical needs that have resulted in treatment or discharge being missed or severely delayed.

More information on the eligibility can be found by clicking here.


What if I am not eligible for NEPTS?

There are many community car and transport services run by the voluntary sector which provide transport that is less expensive than taxis for local hospital trips. These include:

The Voluntary Network

Suffolk Community Transport Schemes

Suffolk Infolink


What information will I need to book a NEPTS journey?

The patient line is 0300 999 6666 and open between 8am – 6pm, Monday to Friday.

When calling to book a journey, you will need the following information ready:


You will then be screened for eligibility in line with integrated care board guidelines.

If eligible we will then ask you for:

  • Home postcode and address
  • Date and time the transport is required
  • Mobility including any moving and handling issues
  • Your height and weight
  • Pick up and drop off locations including postcodes
  • Name of person making the booking and relationship to the patient
  • Medical issues
  • Any belongings/mobility aids/oxygen etc? (1 bag of belongings + 1 bag of meds + 1 frame per patient. For health and safety reasons, NEPTS are unable to transport equipment or large items such as commodes) NEPTS can only transport a wheelchair if the patient travels in it.
  • Access at property (Keys or relatives at home? Key-safe? Stretcher Access? Carry chair needed for staircase or threshold?
  • You may be asked questions depending on whether you have travelled with us previously.


Other useful links

Travel to receive NHS treatment

Personal Health Budgets