Suffolk Non-Emergency Patient Transport Service (NEPTS)

I was transported from Ipswich hospital to Felixstowe hospital by the transport ambulance about 9 or 10pm in the evening, I was put in a seat but they didnt strap me in at all, I was astonished and shocked, I could feel my bottom kept sliding around on the seat, I felt unsafe and at times I was frightened. This happened at the end of August 2023.

in 2022 my mum was in hospital and on end of life care, the hospital put pressure on us to find a care home for mum so that she wasnt in hospital as they were no longer able to give her treatment. We found a place for her at Baylham care home, she was taken by Ezec transport and they initially took her to the wrong care home they went to Barham, once they were informed by Barham that it was the wrong home they then took her to Baylham. Once at Baylham she was cared for well but we felt that both the Ipswich hospital discharge team and the hospital transport could have handled this far better than they did.

Husband regularly has to wait 7-8 hours at hospital to come home. I've complained but nothing ever changes. For someone so unwell its really difficult and takes so much out of him. Its the worst service or part of the NHS and I'm really not sure how they still have the contract.

I waited from just before lunchtime and didn't arrive home until 7pm and had no food or drink offered while waiting and there was only just me on the transport with two members of staff.

Most of the time two people pick me up, and you need two people as I am heavy and in a wheelchair. Sometimes I get worried as by one hour before my appointment, if they have not arrived, generally I will be late for the appointment. If a text or call could be done when 5 mins away, it would be good to reassure you and you know to get to the front door, or even outside. When disabled, timing of toilet needs is pretty crucial too.
I feel unsafe if only one person comes, as it is very difficult to wheel me up the rear ramp. The angle is so steep and I could easily role back onto them. They have asked if I can walk and get up the steps myself, but it is so unsafe as they are narrow.

Transport to Ipswich hospital for regular appointments has worked well and I've been able to get there on time for them. The staff are good and have helped me on and off. I do have to be ready by 7.30 bu the pick up is normally around 10am.

As much as I am grateful for the servcice as it gets me to and from appointments it makes the day very long as I'm picked up at around 8am and don't get back until early evening even when the appointment is at 10.30 am. One time I was forgotton too and had to contact a friend to come and pick me up from the hospital in the evening.

I use the transport to get to my cancer radiotherapy session which is just 25 minutes long but I'm picked up at 7am and often don't get back until 8.30pm which makes it an incredibly long day for me.

The waiting times for transport home from hospital have been long. I've had to wait most the day to be taken home and it's not always the most comfortable journey either.

Living in a rural area and being no longer able to drive has meant getting to and from appointments very difficult and costly. I am due to have an operation soon and although I am unable to drive as a result of my condition I am not eligible for transport to the hospital for the operation but I would be eligible to get home. Living so far from the hospital and needing to get to the hospital very early in the morning is making it very difficult to get there on time. I'm having to consider staying in a hotel overnight to ensure i can make it on time.