Many patients travel to and from our sites independently, or with the help of family and friends. However, sometimes patients need our support with transport if it's considered essential to their safety, condition management or recovery.
If patient transport is required, it's important that we appropriately follow the correct criteria and processes to ensure that patients who need this support the most, are able to access it in a timely way.
To ensure all colleagues across Aintree, Broadgreen, Liverpool Women's and Royal sites are following the same process, a new standardised approach has been introduced. This reflects a similar approach being undertaken across Cheshire and Merseyside trusts and follows national guidance.
Any requests for transport that do not follow the process outlined below will not be authorised. The full Standard Operating Procedure is also available on the Document Management System.
Together we can make our services more efficient, ensure consistent support for patients who require access to transport, and reduce unnecessary spend that can be reinvested into frontline care.
What is patient transport?
Patient transport can cover non-emergency patient transport, taxis and inpatient transfers to other hospitals, care facilities, home visits and discharges to a patient’s own home. The correct transport should only be used at times when it is appropriate to do so.
There are three modes of transport typically used in our hospitals:
This is a regionally funded transport service provided by North West Ambulance Service (NWAS).
To avoid delays to patient discharge, there is clear guidance from NHS England as to the criteria where the use of this type of transport is appropriate.
These vehicles are also typically ambulances and are used in exceptional circumstances when the NHS NEPTS service is unavailable, and a patient would be eligible for patient transport following NHS England criteria.
This service is at an additional cost to our organisation.
Taxis should only be used in exceptional circumstances as final resort for any patient transport and should not be a default option for supporting operational flow.
Across Aintree, and from 15 April 2026 at the Royal, Uber Health will be used if a taxi is required.
Exceptional circumstances where a taxi could be ordered are:
- Where a NEPTS service has failed to collect the patient within the timeframe, and are not able to collect the patient on the same day
- Authorised by a Divisional Director or Hospital Leadership Team member as part of a site de-escalation plan when at OPEL level 4
- To take an inpatient to their home to make a home assessment.
How to book a taxi via Uber Health
If it is decided that a taxi is required, the member of staff will first need to seek approval by one member on the list of authorisers.
1. In hours approvers:
- Capacity Director
- Senior Leadership Team (medicine/surgery)
2.Out of hours approvers:
- Patient flow
- Site team
Once approved, the member of staff should call Switchboard, who will book the taxi via Uber Health and record the name of the approving manager.
Staff are not permitted to book Uber directly for a taxi.
Any requests for transport that do not follow this process will not be authorised.
When should NEPTS be requested?
Colleagues should assess the need and reason for the service. If a patient cannot safely make their own way home, or with the help or family and friends, they must meet the national criteria to qualify for NEPTS. This can include:
- Specific medical need (eg oxygen, special equipment)
- Significant mobility or cognitive needs
- Dialysis appointments
- Safeguarding reasons.
You can read the full criteria here. Staff should only refer patients who meet these criteria.
All requests will need to be approved by the respective Ward Manager or Matron before NEPTS is booked.
If agreed, the request will be sent to the Patient Flow Team to book directly. If the request is out-of-hours, the ward can book directly.
What if the patient doesn't meet NEPTS criteria?
For patients who are unable to arrange their own transport, eligible patients can apply for support through the Healthcare Travel Cost Scheme if:
- they are not eligible for Patient Transport Service
- cannot afford the cost of travelling to or from hospital
- cannot get a friend or relative to take or pick them up.
Where the criteria above applies, patients should be directed to the site Cash Office with an approval slip.
They may need to show proof of their receipt of benefits. The site Cash Office will reimburse the patient in line with the HTCS scheme.
Out-of-hours, travel cards are held by the Duty Manager/Site Team.
More information can be found within the ‘Hospital Travel Costs Scheme Policy’.
Only as a last operational resort should a taxi be required.
What exceptional circumstances allow ordering a taxi for a patient?
A taxi should only be used as a final resort for any patient transport and should not be a default option for supporting operational flow.
Across Aintree, and from 15 April 2026 at the Royal, Uber Health will be used if a taxi is required.
Exceptional circumstances where a taxi could be ordered are:
- Where a NEPTS service has failed to collect the patient within the timeframe, and are not able to collect the patient on the same day
- Where there is no transport available for patients requiring wheelchair accessible vehicles
- Authorised by a Divisional Director or Hospital Leadership Team member as part of a site de-escalation plan when at OPEL level 4
- To take an inpatient to their home to make a home assessment.
Within these circumstances, approval by a senior manager needs to be sought before a taxi is booked.
How to book a taxi via Uber Health
If it is decided that a taxi is required, the member of staff will first need to seek approval by one member on the list of authorisers.
1. In hours approvers:
- Capacity Director
- Senior Leadership Team (medicine/surgery)
2.Out of hours approvers:
- Patient flow
- Site team
Once approved, the member of staff should call Switchboard, who will book the taxi via Uber Health and record the name of the approving manager.
Staff are not permitted to book to Uber directly for a taxi.
Any requests for transport that do not follow this process will not be authorised.
Royal pick up points:
- Pick up point 1 – Mount Vernon Lower Ground Main Entrance (all ward patients)
- Pick up point 2 – Linda McCartney Centre across from Emergency Department
- Pick up point 3 - Dental Hospital: Front Entrance (Pembroke Place)
- Pick up point 4 - Dental Hospital: Daulby Street.
All patients eligible for a taxi must make their way to the appropriate pick-up point promptly. As with personal use, Uber will only wait a short period of time, so we therefore suggest the booking is made once the patient leaves to ensure they reach the pick-up location in readiness of the Uber arrival.
