Due to temporary problems with our non-emergency transport provider, demand for this service is particularly high at present, so please bear this in mind when contacting our teams, and requesting transport for patients.

You may be able to use our patient transport service or get help with the cost of getting to our hospitals.

Patient transport service

We offer free transport for patients with a medical need and who have no other means of travelling to the hospital for their appointments.

You may be able to use our patient transport service if you:

• have a disability or a medical condition that means you are unable to use public transport
• are having, or have had, surgery or treatment that affects how you can move

Eligibility

We’ll assess whether you qualify for this service. Eligibility assessments must be carried out between 24 hours and 5 days before your appointment. If you qualify, we’ll book transport for you.

People who come to the hospital regularly will be assessed for the length of their treatment, or every 3 months.

People who come to the hospital occasionally will be assessed each time transport is required.

How to book patient transport

Contact us on 020 3299 8000 (9am to 4.45pm, Monday to Friday, excluding bank holidays).

We will ask you for:

• your NHS number
• some medical information
• information about vehicle access to your property
• equipment required
• location
• timings.

Please have your appointment letter or text to hand.

A friend or relative can contact us on your behalf if needed.

If you are non-verbal you can email us on: kch-tr.PatientTransport@nhs.net

Being collected

The patient transport team may contact you before, or on the day of, your appointment to confirm booking details. Please check you phone regularly on these days.

We advise you bring refreshments and any medication you need to your appointment.

When you get to hospital

Report to the reception desk at the clinic you are attending. The patient transport team will assist you to your clinic, if needed.

When you’re ready to go home

When you’re ready to go home, wait in the clinic to be collected

Cancelling your transport

To cancel your transport, call 020 3299 8000 during our office hours: 9am to 4.45pm, Monday to Friday, excluding bank holidays.

If you are non-verbal email kch-tr.PatientTransport@nhs.net

Feedback on patient transport

Fill in this short survey to give us your feedback on using the patient transport service

Request a review of our decision

If we have not offered you patient transport but you think you need it, you can ask for a review. Please call 020 3299 6632 during our working hours.

You can also ask your GP for a letter that says why you need patient transport. The letter must be on the GP surgery’s headed paper and sent to:

• email: kch-tr.PatientTransport@nhs.net or
• post: Patient transport service, Logistics department, 1st floor Unit 8, King’s College Hospital, Denmark Hill, SE5 9RS

Single-person transport (Lone travel)

We can only offer you single-person patient transport if you:

• are a kidney transplant patient within one year of transplant
• are a cardiothoracic (heart and wider chest area including the lungs) surgery patient
• have a vulnerable status, confirmed by a clinician

Escort

We can only offer you an escort to travel on patient transport if you:

• are under 16 years old
• or need personal care assistance during your visit
• or need constant supervision during visit
• or need help administering medication during your visit

If we have not offered you an escort but you think you need it, you can ask for a second interview. Please call 020 3299 6632

Help with travel costs

To get help with travel costs, you need to meet 3 conditions:

1. At the time of your appointment, you or your partner (including civil partners) must receive one of the qualifying benefits or allowances listed on the NHS website or meet the eligibility criteria for the NHS low income scheme.
2. You must have a referral from a healthcare professional to a specialist or a hospital for further NHS treatment or tests. This is often referred to as secondary care.
3. Your appointment must be on a separate visit to when the referral was made. This applies whether your treatment is provided at a different location (hospital or clinic) or on the same premises as where the GP or another health professional issued the referral.

How to claim back your transport costs

Visit the Cash Office. It is located by the PRUH main entrance, in the General Office.

You will need to bring:

• proof of qualifying benefits
• your appointment letter
• proof of travel on public transport or personal vehicle (we cannot reimburse taxi or minicab costs).

You can also speak to the Cash Office about making a claim by post. These need to be made within three months of your appointment.

Congestion Charge and ULEZ reimbursements

If you are clinically assessed as too ill to travel on public transport, you may be able to claim back congestion charge and ULEZ payments for journeys to and from hospital appointments.

The Transport for London (TfL) website has more information on congestion charge and ULEZ reimbursements

Claiming back contactless payments

Travel costs paid by contactless payment or Oyster card can be reimbursed.

You can get a list of your journeys from the Transport for London (TfL) website. You will need to register your contactless payment card or Oyster card on the TfL website to get a record of your travel.

Contact patient transport

Phone: 020 3299 8000
We answer this number Monday to Friday, 9am to 4.45pm, excluding bank holidays.

Cash Office

Open Monday to Friday, 8.45am to 1pm and 1.45pm to 4pm, excluding bank holidays.

Phone: 01689 65935

Address: Ground Floor, General Office (by main entrance), Princess Royal University Hospital