Patient Transport Service booking process

When you make a booking you will be asked a series of questions to help us assess your needs.

This is a standard assessment in line with NHS policy and is something that was introduced by local Clinical Commissioning Groups (CCGs), the bodies responsible for commissioning our services.

It is important you answer these as accurately as possible to ensure your needs are assessed accurately.

If you have been told you're not eligible and are concerned about this decision, please contact the Transport Information Service line operated by the North East Commissioning Support Unit on 01642 263123.

If you have a complaint about another part of the service then contact your local Patient Advice Liaison Service (PALS). Details are at: www.neas.nhs.uk/patient-info/patient-advice-liaison-service-(pals).aspx

Cancelling Booked Transport

If you need to cancel a booking for the next working day please ring 0300 111 0247 as soon as possible at any time.  This is a dedicated freephone number.  If the cancellation is for a booking for after the next working day then please ring the 0191 215 1515.

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Booking Patient Transport

If you are eligible for patient transport, your booking will be made either by you, your GP, hospital staff or a dedicated call centre.

The number you need to call to book patient transport depends on where you live.

Patients in Northumberland, Newcastle, Sunderland/Wearside*, Gateshead, North Tyneside and South Tyneside should contact our PTS contact centre on 0191 215 1515.  (* Most GPs in Sunderland/Wearside use this number, but if you’re not sure then please check with your GP.)  This line is open from Monday to Friday, 8am-6pm.

Patients in Teesside and Darlington need to book transport by telephoning Transport Information Service on 01642 263 122.

Patients in the Durham Dales and East Durham need to telephone Travel Response Centre on 03000 269 999.

Patients in North Durham should either contact their GP or the Travel Response Centre, this is dependent on the GP surgery.

(* 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.)

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