You’ll normally be expected to make your own way to hospital if it’s not an emergency. Arranging your own transport will always be the most convenient. If you’re worried about the cost please see below.
A medical emergency is when someone is seriously ill or injured and their life is at risk. Read about when to call 999.
Due to the COVID pandemic the Government is asking that if people are able to make their own way to medical appointments to please do so and continue to help our NHS heroes.
In line with national guidance resulting from the Covid-19 pandemic, the NHS Patient Transport Service (PTS) is currently available to those patients who meet the eligibility criteria but is being prioritised for:
1. Patients being discharged from a hospital in-patient spell; and those who are attending outpatient appointments for:
2. Cancer investigation or treatment;
3. Renal Dialysis;
4. Specific conditions which the Government has defined as high risk;
5. or for clinics defined as priority by the Hospital Trusts regionally.
As such the service for any other type of appointment at this time is limited and patients are encouraged to make their own transport arrangements.
In Durham there are alternatives to the NHS patient transport service and people on a low income can continue to claim back their travel expenses for self-arranged transport. More information is below.
The NHS Healthcare Travel Costs Scheme
What is Non-emergency Patient Transport?
How do I find out if I’m eligible for NEPT?
When should I phone to book NEPT?
If I am eligible, what should I expect?
What’s available in County Durham for people who don’t meet the Government eligibility criteria but who need help?
Travelling By Car?
Cancer Related Help
Volunteer Driving Survey
The NHS Healthcare Travel Costs Scheme
County Durham and Darlington NHS Foundation Trust (CDDFT) operate the NHS Healthcare Travel Costs Scheme (HTCS) in the County Durham area.
The scheme allows people to claim back (or in some instances, receive help upfront) reasonable costs for attending outpatient appointments at any of their sites. Claims can’t be made for travel costs to visit friends or relatives.
All you have to do is keep the tickets or receipts you have as proof of the cost, your appointment letter and show evidence that you or your partner:
- get Income Support
- get income-based Jobseeker’s Allowance
- get income-related Employment and Support Allowance
- get Pension Credit Guarantee Credit
- are named on, or entitled to, a valid NHS tax credit exemption certificate – if you do not have a certificate, you can show your award notice; you qualify if you get Child Tax Credits, Working Tax Credits with a disability element (or both) and have income for tax credit purposes of £15,276 or less
- get Universal Credit and meet the criteria
Need help with costs upfront?
Not a problem. Explorer Tickets are available in advance, simply contact the CDDFT Financial Services team at University Hospital North Durham, on 0191 333 2851. Please contact the team as soon as you are aware of your appointment.
Able to pay and claim on the day?
In Durham you can claim back costs in person at these locations at these times only:
| Site | Where | When |
| University Hospital North Durham (UHND) | Cashiers Office | Monday to Thursday: 9am to 12:30pm, 1pm to 4.30pm, Friday: 9am to 12.30pm, 1pm to 4pm Saturday and Sunday: Closed Out of hours at UHND and DMH – there are envelopes outside the cashiers office for anyone who would be happy to have their travel reimbursed via the postal route |
| Darlington Memorial Hospital (DMH) | Cashiers Office | Monday to Thursday: 9.30am to 12.30pm, 1pm to 4.30pm, Friday: 9.30am to 12.30pm, 1pm to 4pm Saturday and Sunday: Closed Out of hours at DMH – there are envelopes outside the cashiers office for anyone who would be happy to have their travel reimbursed via the postal route |
| Bishop Auckland Hospital | Outpatients Main Reception | Office hours Monday – Friday |
| Richardson Hospital | Admin Office | Office hours Monday – Friday |
| Weardale Community Hospital | Admin Office | Office hours Monday – Friday |
| Chester-le-Street Community Hospital | Main Reception | Office hours Monday – Friday |
| Sedgefield Community Hospital | Not available | Claims can be made in person at the UHND/DMH Cashiers Offices or via HC5(T) form (post to central NHS claims office) |
| Shotley Bridge Hospital | Not available | Claims can be made in person at the UHND/DMH Cashiers Offices or via HC5(T) form (post to central NHS claims office) |
Not attending one of those locations?
You can still claim back your costs but you claim by completing a NHS HC5(T) Refund claim form: travel costs to receive NHS treatment and posting off to a central NHS claims office.
HC5 forms can be picked up from any of our cashiers offices, online from the NHS website or from Jobcentres, any NHS hospitals, GP practices, dentists or opticians.
More information on the NHS Healthcare Travel Costs Scheme is available on both the NHS website and the CDDFT website.
What is Non-emergency Patient Transport?
Non-emergency Patient Transport (NEPT) is NHS funded transport for people to use to travel to and from outpatient appointments, between locations of healthcare (when being transferred to another hospital for example) and to go home after being discharged from an in-patient spell.
It isn’t available to everyone, only to those with a clinical need. This clinical need can very broadly be defined as:
- people whose condition means they need additional medical support during their journey
- people who find it difficult to walk
- parents or guardians of children who are being transported
It’s really important to know the COVID-19 pandemic has had a huge impact on the NHS and due to Government defined changes, some patients who have previously been eligible for NEPT may no longer be eligible.
How do I find out if I’m eligible?
The majority of people in County Durham should telephone 03000 269 999 to speak to our Travel Response Centre (TRC). The TRC is operated by our partners, Durham County Council. They will check each patient against the eligibility criteria and if eligible, will book transport for you.
Due to historical arrangements, there are some people in the North Durham area who will have to speak to their GP practice instead of the TRC call centre. Those are patients registered with the following practices:
- Annfield Plain
- Bridge End Surgery
- Browney House Surgery
- Cedars Medical Group
- Consett Medical Centre
- Middle Chare Medical Group
- Stanley Medical Group
- The Haven Surgery
- The Medical Group
- West Road Surgery
When should I phone to book?
You should phone the TRC or contact your GP practice as soon as you receive your appointment letter. Bookings can be made up to four weeks in advance and at the very latest, by 10am two days before the appointment. Requests after that time cannot be accepted. Bookings received two days in advance but after 10am cannot be accepted for PTS transport.
If I am eligible, what should I expect?
In addition to eligibility questions, you’ll be asked questions relating to COVID-19 and if you’re shielding. This isn’t to prevent you from accessing transport, it’s to make sure you’re transported in a way that keeps you, our ambulance crews and driving teams safe.
Unless exempt, you’ll need to wear a face covering in line with the most up to date Government guidance at the time you are travelling. Guidance will be explained to you at time of booking.
If you’re travelling to an outpatient appointment or for an inpatient stay with one of our North East Ambulance NHS Foundation Trust crews (NEAS) you’ll need to be ready to be collected at least two hours before your appointment time. On return from your outpatient appointment, you may have to wait a similar time after your appointment to be collected for your transport home.
Waiting times for transport home from an inpatient stay can be up to 4 hours in addition to the time waited for your discharge paperwork and medications to be processed.
If this wait doesn’t sound suitable for you please see below for alternative transport.
What’s available in County Durham for people who don’t meet the Government eligibility criteria but who need help?
In County Durham there are a mixture of volunteer driving schemes, Council operated bus services and a scheme where people on a low income can reclaim costs for transport.
Arranging your own transport will always be the most convenient.
Friends of Darlington Memorial Hospital
Friends of Darlington Memorial Hospital provide a volunteer driver scheme for patients in Bishop Auckland and Darlington who have difficulty getting to and from Darlington Memorial Hospital. The service is free, although people may make a donation. Call 01325 743 866.
Help To Health
Help To Health is a service operated by volunteer drivers which will take people to and from their healthcare appointments at hospitals, GP surgeries, pharmacies and dentists. The service is available 9am – 5pm Monday to Friday.
The cost is 50p per mile (minimum charge £1) to a maximum of £10 plus any parking charges, it is open to people in Durham of any age, free to register by calling 0300 330 9424 or visit www.helptohealth.org.uk
Bookings must be received 48 hours before the time of intended travel. This is to allow time to make arrangements for a volunteer driver to collect you.
Link2 Dial-a-Ride Bus Service
Link2 is an accessible dial-a-ride bus service (journeys up to 5 miles) operated by Durham County Council, for people who do not have a suitable bus service, or are unable to access regular bus services due to mobility issues. Link2 will pick you up from an address specified by you, for example your home. It can be booked by anyone as long as:
- Your journey starts or ends in County Durham
- You do not have a bus stop within 600 metres/10 minute walk
- You do not have a bus service available within one hour of when you want to travel
- The journey would require a change of bus
Fares are the same as regular bus services and are paid when you get on the bus. Concessionary bus travel passes can also be used. To book the service, contact 03000 269 999. The booking line is open Monday to Friday 8.30am to 5.00pm. Bookings can be made up to two weeks in advance and up to one hour before the time of intended travel. Bookings are made on a first come, first served basis so it’s best to book as early as possible.
Travelling By Car?
University Hospital North Durham (UHND)
The car park is incredibly busy at all times of the day. At peak visiting times people can wait up to 30 minutes just to get into the car park then additional time to find a space. If you have to park on site we’d recommend allowing plenty of time to find a space. The cost is: 0-2 hours £3.00, up to 3 hours £4.00, 24 hours £6.00
Parking is paid when leaving the hospital and is calculated from the time the car park was entered to the time you leave.
Sniperly Park & Ride (UHND)
The park and ride has ample car parking and is a very short bus journey away from UHND. The bus runs every 10 minutes and stops just outside the grounds. The cost is £2 for all day parking, unlimited use of the park and ride bus, the Cathedral bus, under 16s travel for free if accompanied by an adult and concessionary passes can be used after 9:30am (50p charge before 9:30am).
Eligible people can claim back these costs through the HTCS.
Darlington Memorial Hospital (DMH)
The hospital car park is usually busy at all times of the day so please allow plenty of time to find a space. The cost is: 0-2 hours £3.00, 2-3 hours £4.00, 3-24 hours £6.00
Parking is paid on arrival at the hospital.
For parking concessions and information for our community hospitals please visit our website:
Cancer Related Help
County Durham and Darlington NHS Foundation Trust have set up a cancer helpline 01207 594 466 for patients who need advice or who are worried about their appointments, condition or treatment and the impact of COVID19. The helpline is available 9am – 5pm Monday to Friday.
British Red Cross Transport and Escort Service – is for people who need someone to take them to a hospital appointment or treatment. The charge is 60p/mile. Call 0191 384 1360
Daft as a Brush Cancer Patient Care provides transportation to outpatients for radiotherapy or chemotherapy treatment in specially adapted vehicles. The service is free of charge and covers Durham and the surrounding areas. Call 0191 28 55 999, email info@daftasabrush.org.uk or visit www.daftasabrush.org.uk
Mark Solan Charity (Spennymoor area) offers free transport to cancer patients. Call Mark on 07584 705 673, Alan on 07522 723 322 or email info@teamsolan.org.uk
Woodlands Cancer Care can help with travel costs to and from hospital for cancer patients and their families. Call 0800 028 4463
Volunteer Driving Survey
NHS County Durham Clinical Commissioning Group (CCG) would value all input and feedback as part of the development of potential service models for delivery of a Help To Health – Volunteer Driving for Healthcare Appointments Service. Please click the below link to participate.
Help to Health – Volunteer Driving Survey
Option to complete the survey over the phone:
We appreciate that not everyone can or wishes to share their feedback online. If you (or someone you know) would prefer to provide your feedback over the phone please contact 0191 371 3222 and leave a message providing your name, contact number and any best times to get back in touch. Due to current working arrangements this phone is not continually staffed, but is checked regularly. Once we have your message and the details to get back in touch with you on, a member of staff will call you back to complete the questions over the phone with you.