Suffolk Non-Emergency Patient Transport Service (NEPTS)
Feedback Rating
Based on 52 reviews
Reviews (52)
Not great
February 22, 2022
My father in law was discharged from hospital after not being out of bed for 10 days and the NEPT staff just got him to the front door and wouldn't help my elderly mother in law get him in to the house, they just said they had another patient to do.
Regularly miss appointment times
January 18, 2022
I have regular trips to west suffolk hospital (weekly) and regularly have issues with the service. My latest experience was that my appointment was due at 12.00 but I didn't get picked up on time and then only arrived at the hospital at 2pm which meant the appointment was missed. I then had to wait until 5pm to be taken home and didn't actually get home till 7pm. Having to go through this each week is incredibly frustrating and exhausting.
Regular advanced booking helps
March 11, 2020
I have to use this service to get me to Kirkley Mill for Podiatry. They are fine when I book ahead on receiving my appointment as I know that quite far in advance. At short notice things are less easy. The trip can mean you are out for a couple of hours,but I do understand that they have a lot of people to get to.
Mother taken to wrong care home
December 17, 2019
On discharge from West Suffolk hospital my 90 year old mother was taken to the wrong care home, Devonshire House in Cavendish. Instead of then taking her onto the correct care home, Cleves Place Haverhill, they took her back to the hospital. At the end of which the poor things was exhausted having had to wait for her journey to be rebooked with EZEC Medical again.
Mother taken to wrong care home
December 15, 2019
On discharge from West Suffolk hospital my 90 year old mother was taken to the wrong care home, Devonshire House in Cavendish. Instead of then taking her onto the correct care home, Cleves Place Haverhill, they took her back to the hospital. At the end of which the poor thing was exhausted having had to wait for her journey to be rebooked with EZEC Medical again.
Not able to faciliatate discharge home to die
December 11, 2019
Reluctant to take responsibility,
Unable to clarify or be flexible to patient wishes in EoLc
Unable to clarify or be flexible to patient wishes in EoLc
the call operators are extremely helpful
December 9, 2019
The call operators are always extremely helpful and friendly, I find the process of booking very easy. It can be frustrating when the transport doesn't turn up on time, but we are normally given an explanation and warning of this.
Said wasn’t eligible when I was
December 4, 2019
When my foot got put into a boot, I could no longer drive and was told by the clinic about NEPT. When I went to book they said I was not eligible. The clinic assisted me in challenging that and I got it. I was picked up late but got me to my appointment on time still.
Use regularly
December 4, 2019
I use this service 1-2 times a week and it can be fine some of the time with not too long waiting for pick ups to go home, but I’ve also had to wait until 7pm when in Garrett Anderson at 10am.
It was just a nightmare. They just didn’t answer the telephone for an age. Drivers are lovely though, it is the admin side that seems to break down.
It was just a nightmare. They just didn’t answer the telephone for an age. Drivers are lovely though, it is the admin side that seems to break down.
Used once, never again
December 4, 2019
Had to use after operation on foot meaning I could not drive. They were 2 hours late getting me. I rang many times trying to find out where they were and no one answered. Thankfully the hospital still accepted me in, but they were put out by the lateness. I now rely on family to transport me as completely put off by this experience.
