Patient transport services (PTS) are provided for those patients who due to their medical condition cannot get to their NHS appointment in any other way.

The same criteria are applied to all patient transport requests to make sure that each request is considered fairly and consistently, and transport is available for those who are assessed to have a medical need for patient transport.

The service has a range of vehicle types and level of care to suit the patient’s individual medical need ensuring the patient travels as safely and as comfortably as possible to their appointment.

Following confirmation of your healthcare appointment, contact HATS on the number below to find out if you are eligible for PTS.

Telephone: 0333 2404082

(Monday to Friday 8am to 4pm.  Calls are charged at local rate.)

HATS is available for eligibility assessments and transport booking from Monday to Friday 8am – 4pm.  For bookings more than two days in advance of your appointment, please call after 11am to avoid the busy period.

Some hospitals have their own eligibility criteria and assessment process for patient transport.  The contact details can be found on the appointment letter from the hospital however if you are unsure please contact HATS and they will be able to re-direct your call.

All patients will be assessed on their suitability for PTS using a short and simple series of questions when booking.  The questions will cover a patient’s fitness, mobility, senses, mental function and general health.  The eligibility criteria are based on the following questions:

  • Does the patient need skilled assistance to transfer them to and from a vehicle?
  • Does the patient have a disability or condition that makes it difficult or undesirable to travel by alternative transport?
  • Does the patient have a condition where there is a reasonable possibility of an event needing skilled assistance happening when travelling?
  • Does the patient have a disability that could cause a risk or embarrassment to themselves or others if travelling by alternative transport?

If you are eligible the advisor will then arrange a booking including your return journey home.

  • Your NHS number
  • Your date of birth
  • Name of your GP practice and postcode
  • Your appointment details e.g. date, time and location

Please be aware that the transport may be collecting other patients and you will need to be ready 1-2 hours before your appointment time.

  • Have their own transport or a friend/relative that could help.
  • Could get to hospital without using PTS if their appointment time/date was changed.
  • Can use public transport.

If you are in doubt, please contact HATS on 0333 2404082.

Only parents and carers of patients who have been assessed as vulnerable can travel on NHS transport.  Although we recognise other patients would like the support of family and friends with them on their journey, places taken up in this way mean that other patients with a medical need cannot be transported.

Escorts should be booked as it is likely that you will be travelling with other patients (where appropriate). For this reason, any escort wishing to travel with a patient who has not been assessed as needing an escort or has not pre-booked, is likely to be refused travel by the driver.

There are several community transport services available in the borough of Richmond for local residents and contact details can be found below. Public transport, for information on times and routes contact Transport for London on 0343 2221234 or visit

If you receive qualifying benefits or you’re on a low income or you are not eligible for PTS and have sourced alternative transport you may be able to get financial help with travel costs from the Healthcare Travel Costs Scheme.  For more information, telephone 0300 3301343.

If you need to change your booking for any reason please call HATS or the hospital transport provider as soon as possible on 0333 2404082 to ensure that we do not undertake an unnecessary journey.

Out of hours – please leave a message stating your name, clinic appointment date and contact details.  We will return your call the next working day.

Please contact the Patient Advice and Liaison Service (PALS) at Richmond Clinical Commissioning Group on 020 3941 9911 or e-mail  or in writing at Richmond Clinical Commissioning Group, 2nd Floor Thames House, 180 High Street, Teddington, TW11 8HU.

Please note that you will need to be registered with one of the community support groups below before you can access their services.

FISH Neighbourhood Care

Whitton Network

Greenwood Centre

Ham and Petersham SOS

Richmond Good Neighbours

Teddington and Hampton Wick Voluntary Care Group

The Kew Neighbourhood Association