Non-Emergency Patient Transport Service (NEPTS)

What we did

We ran a survey asking users of the service in Kent and Medway to tell us their views about the service, share their experiences and how they feel the service might be improved.

A total of 246 people responded to the survey with 158 completing in full. In total, we reached out to 5,153 number of people through a mixture of online meetings, monthly events and local groups. This was a result of targeted engagement across Kent and Medway. We attended groups and organised focus groups that very specifically cover protected characteristics, to speak to people face to face as well as put the survey out more generally. We had responses from every ethnic grouping that was listed on the survey and are confident that we reached seldom heard groups and minority communities.

We sent out information about the volunteer role and what it would involve. From that, 42 people expressed interest. After learning more about the responsibilities, three people agreed to join a volunteer patient panel.

These volunteers took part in meetings with the NHS commissioning team. They helped review applications from different organisations who wanted to run the service. The volunteers scored the bids, gave feedback, and shared their thoughts as experienced patients on how the service could be better.

What we heard

• Long waiting times for pick-ups (inbound) and how these affect patients and their appointments
• A lack of communication about delays and the resulting impact on patients being collected (outbound or discharged) and services
• Signposting to alternative services (e.g. HTCS - healthcare travel costs scheme if patients) don't meet the criteria for collection
• Complaints do not seem to be fed back into an improvement plan
• Improve efficiency through technology; employing digital platforms and planning services for vehicle coordination with real time updates
• Accessibility for deaf/hard of hearing or visually impaired users of the service

Patient satisfaction

The results showed patient satisfaction is quite high with 70 percent of respondents rating it Good to Excellent. When we interviewed patients at the focus groups, their reasons for giving the service this rating was because (1) they were grateful the service exists and (2) they felt that if complained about the service then it would be withdrawn when in fact it is a lifeline for many who do not own a car, or are not able to drive or have no family to take them to appointments. Fourteen percent of respondents deemed the service to be poor with forgotten patients, long delays and missed appointments being the main reasons.

Patient involvement

We believe it's important to involve patients when planning services, to make sure they meet real needs and improve the quality of care. As part of a recent survey, we asked people if they'd like to be involved in helping design the next stage of our non-emergency patient transport service.

This evaluation process took place in April 2025 and a new provider will be chosen and announced in June 2025.

Read: NEPTS summary report [pdf].