Your Booking

What you can expect from us

• Once your booking is confirmed a unique booking reference number will be allocated to you. Please keep this safe in case you need to contact us.
• We will provide transport that is comfortable and suitable for your individual mobility requirements and to ensure you are properly secured in the vehicle with seatbelts or wheelchair restraints as appropriate.
• We will ensure our vehicles are fitted with the latest equipment to enable us to locate your address quickly and efficiently and keep in regular contact with our office team to plan the most effective journey routes.

What we ask of you

• We would ask you to answer all the questions asked by our staff as accurately as possible and please make sure you have your CHI/NHS number to hand (this is often shown on your appointment letter or is available from your GP).
• We would as that you tell us any information that might help us to deliver an even better service for your (e.g., specifiy preferred access, such as, please use the side door) or indicate if you are hard of hearing.
• We would ask that you tell the person you speak with from our office of any other specific needs you may have in order that we can make your journey as comfortable as possible.
• We would ask that you notify us prior to your journey with any useful information which would help us located an address more easily, such as, a landmark or your What3Words grid reference.

What you can expect from us

• We will ensure that our staff carry ID and introduce themselves to you on arrival.
• We will ensure our vehicles are appropriately equipped and subject to regular maintenance and safety checks. The inside of the vehicle will be clean at all times and in the event of a vehicle becoming dirty during use, it will be taken out of service until it has been cleaned.
• We will ensure that you are treated and cared for by our staff who have the necessary skills, knowledge and experience to provide an efficient and effective service to suit your needs.
• We will ensure that you are treated with dignity and have your regligious and cultural beliefs respected. Our services will be able to to be accessed fairly by all, irrespective of gender, race, disability, age, sexual orientation, religion or belief.

What we ask of you

• We would ask for you inform our staff of how you would prefer to be addressed (e.g., first name/Mrs/Mr/Ms)
• We would ask that patients kindly refrain from eating and drinking whilst on board our vehicles. Also please note that smoking is not permitted on board our vehicles.
• We ask that you treat our staff with consideration and respect and adhere to any specific safety advice they may give you. Please note that the wearing of seatbelts is compulsory unless medical exemption is provided.
• We would ask that you respect the religious and cultural beliefs of other patients travelling at the same time as you. We would also request that you are dressed appropriately and are aware that both male and female patients may also travel with you.

What you can expect from us

• If requried, we will ensure the transport staff will escort and book you into the relevant clinic if you are attending a hospital site.

What we ask of you

• We would ask that you notify our staff directly if you prefer not to be escorted. After your appointment has finished, please ask the clinic you have attended to notify us that you are ready for your transport home.

What you can expect from us

• If due to unforeseen circumstances, we have to alter your transport arrangements at the last minute, we will notify you.

What we ask of you

• We would ask for your understanding in such circumstances.

What you can expect from us

• We will regularly seek the views of our patients through a variety of methods to ensure we are responding to your needs.

What we ask of you

• We would ask that you contact us with any feedback you may have about the service we are providing.
• We would particularly welcome any feedback based on your experience of using our service. Learn how to share your feedback.

What you can expect from us

• You can expect our staff to be wearing Level 1 PPE when appropriate to do so (i.e., surgical face mask for a patient with a new cough)
• In an ambulance you may travel with another patient
• If travelling in a car, the driver will be wearing Level 1 PPE (i.e., surgical face mask). No other patients will be in the vehicle for patients at increased risk.

What we ask of you

• Please wear a face covering if this can be tolerated, when asked to do so, whether in an ambulance or a car.
• Escorts should only travel if absolutely necessary.