Suffolk Non-Emergency Patient Transport Service (NEPTS)

The staff are excellent and friendly. The service is so oversbscribed that people wait hours to be collected and taken home again. My father spent 7 hours sitting in a wheelchair for a 45 minute appointment. This resulted in a three month hospital stay. Regular waiting time over 5 hours

As my husband is terminally ill and I do not drive (I am his carer) we usually get to James Paget Hospital by hospital transport. He had a new appointment for the urology department come through with 2 days' notice. The appointment was for 10.30 am. I called the hospital for transport and was told "There are other ways of getting here." Then I was put on hold after they took my details. 2 minutes later the line cut out. They never called me back I managed to get a "Dial-a-Ride". As my husband has to use his wheelchair we have used a taxi once but you have to book those take wheelchairs very far in advance and they do not do times during school run hours.
Very frustrating and rude experience

Our residents have to be ready 2 hours before the pickup time which can make the day quite long but the transport works well and gets us to the appointments on time. After our appointments they then arrange for us to go home which is very stress free

Called NEPTS to arrange transport for my husband on many occasions and it has all worked well, caring staff. However on one occasion when going to Addenbrookes he was picked up at 8.0 but did not arrive until 11.55 which was after his appointment time. Therefore he also missed his homeward journey which was booked at 11.45. In the end he started his journey at 15.50 and got home at 17.25 which made it a very long day.

After using the service for over a year, my daughter, who suffers from quite severe type 3 EDS (elhers danlos syndrome) and many associated gastro and bowel issues, as well as POTS (postural orthostatic tachycardia syndrome) and non epileptic seizures, and is not able to travel anywhere alone or using 'normal' public transport, was told "sorry you're no longer eligible" but the staff would not discuss why....
Her complex and quite rare genetic conditions mean regular appointments with specialist at UCLH in Euston Road and Queens Square in London, she has one appointment already booked for next week (which they agree to provide transport for) but from then on...nothing, and she has another appointment in Queens Square the following week, and now no way to get there! disgusted, her condition has got worse since last year, how can she no longer be eligible, she gets enhanced PIP due to her mobility issues as well.

I was being transferred to a rehab unit. The transport was picking me up at 13.30. At 15.00 told transport would arrive at 15.45. Then at 16.20 told transport was not picking me up today, it would be tomorrow. The fact that I had to pack everything up, then unpack and be told different imes was very frustrating

Its now much easier to get hospital transport for my appointments. I ring up the central office and its all been very good.

Every 6 months I have a non emergency ambulance take me to my hospital appointment. They are always on time and they have even phoned to say they are 20 minutes away.

I needed transport for diabetic foot clinic appointment but the non emergency ambulance was sent to the wrong address and they wouldn't send anything else to pick me up. I had to make a new appointment and arrange another ambulance to pick me up.

phoned three times. twice on landline once on mobile. none of my calls were answered during there goal of so many minutes (apparently they aim to answer 95% quickly) one of my calls i waited for 20minutes and the two others around ten. The title 'NON EMERGENCY" is appropriate!!!