East Midlands Ambulance Service (EMAS non-emergency patient transport)

1 Horizon Place
Mellors Way
Nottingham Business Park

0333 012 4216


Rated 1.8/5 by 4 people

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5 months ago

My husband had several visits to the Eye Centre at Royal Hallamshire Sheffield. Initially, he went by ambulance and the service was excellent. But, with a change in medication, Sheffield’s bumpy roads made him throw up and he was very wobbly when we got to the Eye Centre. So, the driver (who was excellent) rang EMAS to request a car for the return journey. Unfortunately, EMAS uses a lot of taxis, and the level of service is very poor in comparison. We are in our 70s and my husband is severely blind, lacks confidence and I have to drag/push him to get him to move. After any procedure to the eye, it is especially difficult for me to ensure both our safety and avoid falls. The cabbies are not trained for the job and are unhelpful – they ring the doorbell and then go and stand at the taxi. On return, they come and call the name in the discharge lounge and then go back to the taxi. One cabbie was helpful and offered to help at a time when I could manage on my own. Another attempted to help but being untrained in getting a blind person into the car, he bumped my husband’s head on the car. Many of the drivers have very poor English. Although they were all polite, they were NOT FIT (not adequately trained) to deal with vulnerable disabled people. We have now requested wheelchair transport since our ability to cope on our own varies from day to day and depends on the treatment he received that day.

7 months ago

I have always had hospital transport to attend orthotics, orthopaedics clinics as I am severally disabled through polio as a child. I phoned up this week to book transport to Kingsmill Hospital [I always have the volunteer ambulance drivers] to be told I no longer qualify for hospital transport because I can get into a car and don’t require an ambulance. A taxi would cost me £80 round trip which I cannot afford plus they just drop you outside with no help getting to the clinic.


East Midlands Ambulance Service (EMAS non-emergency patient transport) responded:

We are sorry to hear you are not happy with the service you received. In September last year, our Patient Transport Service adopted the national eligibility criteria as instructed by Southern Derbyshire Clinical Commissioning Group. This means that patients who receive a higher rate enhanced mobility component of Disability Living Allowance (DLA) or Personal Independence Payments (PIP) are no longer eligible for transport with East Midlands Ambulance Service(EMAS) as these payments cover the cost of transport. All patients who call to book patient transport with EMAS but are not eligible are offered the opportunity to appeal the decision. If you would still like to appeal, please contact our Patient Experience Team by calling 0333 012 4216 or by emailing emas.pals@nhs.net

1 year ago

A private ambulance with a 2 man crew have been waiting in the road for another crew to come and help transfer my relative into their bedroom as he is ill with cancer and has just come home from Derby hospital after an emergency stay. My relative feels ill and is unsettled by this uncertainty. Not really acceptable care from the private ambulance crew working under the East Midlands NHS ambulance service or the people who allocated them to my relative.


East Midlands Ambulance Service (EMAS non-emergency patient transport) responded:

Thank you for taking the time to share your concerns and for bringing this matter to our attention. We are sorry to hear that you have had a negative experience in regards to the ambulance service and we are keen to hear about stories, such as those experienced by yourself. So that we may learn from them in the future. If you are able, we would appreciate you sharing your experience with our Patient Advice and Liaison Service (PALS) team, with as much detail as you can (e.g. date, time and location), so that they can establish the actual reasons for the delay and let you know the results of their investigation. You may contact them via telephone on 0333 012 4216 or email PALS.Office@emas.nhs.uk

1 year ago

My bedbound uncle had an early afternoon appointment with cancer services at Derby today. My aunt had requested an ambulance to take him there and back and informed them that he was bedbound and that a 2 person ambulance crew had previously used an ambulatory chair to take him down the stairs and into the ambulance a few weeks ago for another appointment. At midday a 2 person crew arrived. My aunt was dismayed to see that the couple didn’t appear to be very physically equipped for the job in hand and the female refused flat to transfer my uncle to the ambulance. When my aunt told them how the previous crew had managed to transfer my uncle, she was very abrupt and said that the crew shouldn’t have done that. My aunt is also very deaf and I believe that the crew were abrupt with her which made her upset and she was in tears when we arrived a little later. She had had to get my uncle out of his coat on her own and get him settled down in his hospital bed again. My aunt had requested that the carer that came in the morning had made sure that she had arrived early as the ambulance people had requested that he be ready for 2 hours before the time of the requested arrival of the team. When I went to see my uncle in bed he was worn out and said that the upset of the ambulance team arriving and leaving without him had made him feel ill. This is unacceptable. The ambulance service had been informed that my uncle was in a hospital bed upstairs and they should have sent out a suitable team to transfer him. My aunt had to call the cancer services at Derby to tell them that the ambulance crew had refused to transfer him for his appointment and that they were unable to attend this crucial appointment.

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