Non-emergency Patient Transport Services (NEPTS) are provided for patients who are being transported to an NHS funded service for NHS treatment and who are deemed medically eligible based on the Department of Health (DH) eligibility criteria, which NHS Dorset has localised.
This service is for non-urgent, planned transportation of patients whose medical condition is such that they require the skills or support of clinically trained NEPTS staff and/or their equipment on/after their journey. Eligible patients are not charged for NEPTS transport provided by the NHS.

If you have any queries, please contact the Non-Emergency Patient Transport team via e-mail:

Provider background

The Patient Transport Service (PTS) provider is responsible for the safe, timely and comfortable transportation of patients between their place of residence and the healthcare facility, between different healthcare facilities, or from the healthcare facility to their place of residence. It will deliver a managed PTS service for all patients registered with a GP practice in Dorset who then become the responsibility of the commissioner (NHS Dorset) who also must meet the agreed eligibility criteria for PTS. The provider will manage the entire PTS journey requirements for patients including out of area transfers, patients defined as bariatric, specialist mental health needs or as having complex manual handling needs. E-Zec Medical Ltd have held the NEPTS contract for Dorset since 2013.

Booking non-emergency patient transport

Booking for NEPTS in Dorset is handled by the NHS Patient Transport Advice Centre (PTAC). To request transport, you will need to call PTAC on 01278 727457. The call centre is open to the public from 08.30-18.00.

Callers to PTAC will have their needs assessed by a member of the team and – if eligible – transport will be arranged via the existing provider, E-Zec.

If the caller is not eligible, PTAC will signpost them to other appropriate alternative services such as voluntary car schemes, community transport schemes, public and private transport, whichever best meets their needs. Healthcare Travel Cost (HTC) reimbursement scheme information will also be made available to them.

Who is eligible for NEPTS?

At present, some groups of patients are excluded from assessment for eligibility and are provided with a NEPTS service for these conditions, irrespectively of whether they would pass the eligibility criteria or not.

The patients who are automatically eligible without assessment are:

  • Oncology

  • Renal dialysis

  • Mental health

All other patients are deemed eligible for NEPTS where they meet the following Department of Health (DH) criteria.

Eligible journeys are those:

  • Made for non-primary healthcare services, for which the patient has been referred by a doctor or dentist.

  • Made for treatment paid for by the NHS, regardless of whether it is carried out by an NHS care professional or an independent one.

Eligible patients are those:

  • Where the medical condition of the patient is such that they require the skills or support of PTS staff on/after the journey and/or where it would be detrimental to the patient’s condition or recovery if they were to travel by other means

  • Where the patient’s medical condition impacts on their mobility to such an extent that they would be unable to access healthcare and/or it would be detrimental to the patient’s condition or recovery to travel by other means

  • Recognised as a parent or guardian where children are being conveyed

Health Care Travel Cost Scheme (HC5)

You can claim help with the cost of travel if you are on a low income and have made an additional journey to receive NHS care following a referral by a doctor (GP or hospital doctor), optician or dentist. Treatment can be provided by a private hospital; you can still claim if the treatment was arranged by an NHS organisation or a local authority.

If you need help with travel costs and you are:

Contact and feedback

NHS Dorset recognises that comments, concerns, complaints and compliments are a valuable source of information from service users about the quality of the services it commissions and encourages both positive and negative feedback about services.

NHS Dorset is committed to providing any user of the organisation, their family or members of the public, with the opportunity to seek advice, raise concerns and make a complaint about any of the services it provides or commissions.

For complaints and enquiries relating to NHS Dorset, you can write, telephone or email the Customer Care Officer:

NHS Dorset
Vespasian House,
Barrack Road,

Telephone: 01305 368926

Feedback relating to the any of the services we commission is welcome, please write to, or telephone, the Customer Care Officer as above, or email: