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1 Our patient transport services

2 This leaflet explains what you can expect from patient transport services at Guy s and St Thomas. If you have any further questions, please speak to the patient transport assessment team. How do I apply for patient transport? If you need to use our patient transport service, you will need to contact the patient transport assessment team on This team carries out all assessments to determine which patients have a medical need for free transport. The assessment involves a brief telephone interview and is completely confidential. You will be asked a series of questions that will help the team to decide if you qualify. This ensures that we provide a fair system to meet patients needs. If you need assistance to apply for patient transport, a friend or relative can do it on your behalf. Please make sure that you, or your friend/relative, have your hospital number to hand when you call as we cannot book your transport without it. Assessments must be carried out at least 48 hours before your hospital appointment but not earlier than five working days before your appointment. Assessments are available between Monday and Friday, 8am to 6pm, excluding bank holidays. Please note that Monday mornings are our busiest time so if possible please try to call later in the day or later in the week. 2

3 What happens if I do not qualify for patient transport? If you do not qualify and are not satisfied with the outcome of your assessment, please call to arrange for a manager s review of your assessment. If you are still unhappy, you can ask your GP for a letter recommending that you should qualify for patient transport (they do not need to provide medical reasons for their decision). This letter should be written on a surgery headed paper and faxed to The Independent Complaints and Advocacy Service (ICAS) can be an advocate. Our Patient Advice and Liaison Service (PALS) can contact them on your behalf (see the end of this booklet for their contact details), or contact ICAS directly on What happens after I have been assessed? When your request for transport has been approved by the assessment team, your booking is added to the patient transport system. The day before your hospital appointment, a member of patient transport staff will contact you to: make sure you are able to attend your appointment confirm your address and a contact telephone number 3

4 check that the correct type of vehicle has been ordered for you let you know from what time you need to be ready to be collected. When will I be collected? It is not possible to give an exact time when you will be collected. If you live in London, you should be ready to travel two and a half hours before your hospital appointment time. If you live outside London, you should be ready to travel three and a half hours before your appointment. Please note: ready to travel does not necessarily mean that the driver will be with you at that exact time. You can call (choose option 1, then option 2) to speak to someone about your transport on the day you travel. What if I need to cancel my transport? If you need to cancel your transport, please call (choose option 1, then option 3) at any time. What happens when I get to hospital? You will arrive outside the patient transport waiting area. Please report to the patient transport reception desk where your arrival will be logged by reception staff. You will then either be given directions to your department or a porter will help you get there if you need assistance. 4

5 After your appointment, and after you have collected your medicines, you should return to the patient transport waiting area. If you need assistance, please ask for a porter. Please report to the reception desk in the patient transport waiting area where transport home will be organised. What happens if I have another appointment? Patients who need to attend hospital on a regular basis, for example kidney dialysis or radiotherapy patients, will be assessed for their entire block of treatment or every three months. Patients attending the hospital on an occasional basis will be assessed each time they need transport. Quality standards our pledge to you Travelling to hospital 90% of patients arrive 30 to 75 minutes before their appointment time. Travelling home 90% of patients leave the hospital within 90 minutes of arriving at the transport waiting area. 5

6 Contact details Contact the patient transport assessment team on and select option 1 for Guy s and St Thomas. Please listen very carefully to the options to make sure you are directed to the service you need. Alternatively, please write to: Patient Transport Department, College House, St Thomas Hospital, Westminster Bridge Road, London SE1 7EH 6

7 Notes 7

8 Contact us Pharmacy Medicines Helpline If you have any questions or concerns about your medicines, please speak to the staff caring for you or call our helpline. t: am to 5pm, Monday to Friday Patient Advice and Liaison Service (PALS) To make comments or raise concerns about the Trust s services, please contact PALS. Ask a member of staff to direct you to the PALS office or: t: at St Thomas t: at Guy s e: Language Support Services If you need an interpreter or information about your care in a different language or format, please get in touch using the following contact details. t: fax: NHS Choices Provides online information and guidance on all aspects of health and healthcare, to help you make choices about your health. w: Leaflet number: 92/VER4 Date published: May 2014 Review date: May Guy s and St Thomas NHS Foundation Trust 8

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