Broad Lane Surgery

71 Broad Lane, Hampton, TW12 3AX

Telephone: 020 8979 5406

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Access patient transport services

For patients who require help with transport to the surgery or to hospital appointments, the following services are available:

1. Greenwood Centre

The Greenwood Community Centre in Hampton Hill offers help with transport for local residents. Local volunteer drivers use their own cars to provide lifts to non-urgent health and medical appointments. Their transport desk is staffed by volunteers who will take note of your request. They ask for at least 3 days notice for any journey to give them time to match your request with a volunteer driver. To find out more call: 020 8979 9662


2. NHS patient transport services

What are Patient Transport Services?

Patient Transport Services (PTS) are provided for those patients whose medical condition means that they cannot get their appointment in any other way.

Criteria are applied to all transport requests to make sure that each request is considered fairly and consistently, and transport is available for those who are assessed to have a medical need for transport.

The service provides a range of vehicle types and levels of care appropriate to a patients individual medical need to ensure the patient travels as safely and as comfortably as possible to their appointment.

How do I find out if I am eligible for PTS?

Following confirmation of your healthcare appointment, you will need to contact ERS Medical on the number below to find out if you are eligible for PTS.

Tel: 0333 240 4082* (Monday to Friday 8.00am to 4.00pm) * charged at local call rate

Some hospitals have their own eligibility criteria and assessment process for patient transport. The contact details can be found on the appointment letter from the hospital however if you are unsure please contact ERS Medical and they will be able to re-direct your call.

All patients will be assessed on their suitability for PTS using a short and simple series of questions when booking. The questions will cover a patient’s fitness, mobility, senses, mental function and general health. The eligibility criteria are based on the following questions:

  • Does the patient need skilled assistance to transfer them to and from the vehicle?
  • Does the patient have a disability or condition that makes it difficult or undesirable to travel by alternative transport?
  • Does the patient have a conditions where there is a reasonable possibility of an event needing skilled assistance happening when travelling?
  • Does the patient have a disability that could cause a risk or embarrassment to themselves or others if travelling by alternative transport?

If you are eligible the advisor will then arrange a booking including a return journey home.

When calling please have the following information to hand:

  • Your NHS Number
  • Your date of birth
  • Name of your GP Practice and postcode
  • Your appointment details e.g. date, time and location

Please be aware that the transport may be collecting other patients and you will need to be ready 1-2 hours before your appointment time.

Can a friend or relative travel with me as an escort?

Only parents and carers of patients who have been assessed as vulnerable can travel on NHS transport. Although ERS recognise other patients would like the support of family and friends with them on their journey, places taken up in this way mean that other patients with a medical need cannot be transported.

Escorts have to be booked as it is likely that you will be travelling with other patients (where appropriate). For this reason, any escort wishing to travel with a patient who has not been assessed as needing an escort or has not pre-booked is likely to be refused travel by the driver.

Patient NOT eligible for PTS are those who:

  • Have their own transport or a friend/relative that could help out.
  • Could get to hospital without using PTS if their appointment time/date was changed.
  • Can use public transport

If you are in doubt, please contact ERS Medical on 0333 240 4082

What happens if my travel arrangements need changing or cancelling?

If you need to change your booking for an reason please call ERS Medical or the hospital transport provider as soon as possible on 0333 240 4082 to ensure that they do not undertake an unnecessary journey.

Out of Hours – please leave a message stating your name, clinic appointment date and contact details. We will return your call the next working day.

For more information about ERS, click here.