Suffolk Non-Emergency Patient Transport Service (NEPTS)

I use this as parking at the hospital is difficult and as the transport to Aldeburgh is non existent, which is where I have to go for Podiatry now. They have a 2 hour slot for you which doesn't always work for the foot clinic as the appointment is quite short. They sometimes will come back within the hour.

We use this service regularly for residents. The coordination of pickups could be much better. For example: Today we have an appointment at 11am. We were picked up at 9.45am, and it only takes 5 minutes to get to the surgery. We have had to sit for more than an hour and half, then it will most like be the same when they are called after the appointment. We can be out of the home for 3-4 hours just for a 5 minute appointment.

The hospital transport was an hour late picking our resident up for her appointment meaning that she missed her appointment for the second time. The resident was very distressed as she had been waiting for two hours (as advised by the transport company) and then a further hour, she was collected only to be told that the clinic would then not see her. The ambulance service advised that they had called the clinic and told them she would be late and that they would still see her but they didn't!! She was very upset and so were her relatives

I have used this service many times over the years. I have noticed the vehicles have changed recently, and being in a wheelchair the system for securing me does not work as well as the previous vehicles. I do not find the journey very comfortable.

On July 10th 2018 my 86 year old mother in law with complex needs, including Parkinson's was due to attend Dr. xxxx's outpatient clinic for a 2.30pm appointment.

I arrived at the clinic at 1.45pm in case the transport arrived early. However, my mother in law arrived in the clinic an hour late for her appointment. By this time, she was anxious and concerned. She was uncomfortable, as she had been sitting in a wheelchair for hours. There was a lot of anecdotal evidence in the clinic that delays has been a common occurrence since the change of supplier earlier this year. This is unacceptable.

Hospital transport booked for appointment time of 11 am, advised to be ready for collection from 9 am. When transport had not arrived by 10:30 am, rang hospital transport who confirmed that it was booked and also confirmed they are aware the appointment was at 11 am. At 12:20, after a phone call from the clinic to hospital, We were informed that although central booking had a record of the booking it was not on the driver's records. Hospital clinic will rearrange appointment. Resident in question waited for 3 hours for transport to turn up.

Been told to get my resident ready by 8.30am. My resident was waiting at 8.30am to be picked up. His appointment was at 10.30am. I contacted the company as they never tried to contact us. I was told they will be with us at 11am. No one turned up till 11.45

I had a great service provided by the staff who were extremely busy, they also do not carry defibrillators any more.

The system for getting my hospital transport from Melton to Papworth was rather ridiculous. As I can drive (but only very locally as I am in my 80's). I was told I cannot have transport. Yet my appointment stated I must not drive or cycle to or from the appointment. I had to send them proof as they did not believe me. After that I had to call another number and they sent a letter through for the transport. 2 days before going to Papworth I called just to double check and they said I was not on their system. I then had to call another number and they said that someone from Diss would be getting me. They said they're doing one more job for an airport run. I was surprised at the cost to the NHS for this.

West Suffolk Hospital NEPTS Booking Office - Unable to get through - lines busy - phoned at least 6 times and held on for 15-20 minutes.