Patient Transport Service booking service
Patients and GPs in four parts of the region will have to ring a new number if they want to make a booking with the Patient Transport Service (PTS).
From today, Monday, April 1, the North East Ambulance Service NHS Foundation Trust will answer calls and manage bookings for the PTS in Sunderland/Wearside*, Gateshead, North Tyneside and South Tyneside. We already look after the booking service in Northumberland and Newcastle and that service remains the same.
Up until the end of March, GP practices and patients in those four areas used ERS Medical on 0191 301 7687 to make a booking, but that number has not be carried over. From April 1 bookings should be made by dialling 0191 215 1515.
Bookings can be made Monday to Friday, from 8am-6pm. If patients or GPs need to cancel an appointment for the next working day they will need to ring 0300 111 0247. If the cancellation is for a booking after the next working day, they should ring 0191 215 1515.
Integrating the booking service in these areas with the provision of transport will ensure an improved experience for patients, with the right vehicle provided to meet their individual needs.
Complaints and issues arising from the patients’ eligibility for the Patient Transport Service will continue to be managed by the Transport Information Service line operated by the North East Commissioning Support Unit on 01642 263123.
As part of this service we will offer callers the opportunity to rate their experience of our telephone booking process - providing feedback for us and commissioners. Feedback can be given at: www.neas.nhs.uk/about-us/patient-feedback.aspx
Full details about the service and how to make a booking are at: www.neas.nhs.uk/our-services/patient-transport-service.aspx
The Trust also has a number of ways it supports people with specific communication needs to access our services. These include: a text relay and British Sign Language relay service for deaf and hearing impaired people; a web tool bar – Recite Me - to improve the accessibility of our website; and interpreters for other languages. For more information on the relay services patients should search for ‘text relay’ on our website. To tailor the site to a patient’s specific needs they should click on the ‘accessibility’ button on the main page.
(* Eight surgeries in Sunderland/Wearside will not be using the new service: Hetton Group, Hetton-le-Hole; The Health Centre, Washington; Sunderland GP Alliance, Washington; Southlands Medical Group in Ryhope; Broadway Medical Practice, Sunderland; Castletown Medical Centre; Harraton Surgery, Washington; and the Chester Surgery, Sunderland. If patients are unsure about whether they are covered by the new arrangement, they are advised to contact their GP directly.)