Patient Information

Transport Services


Who is eligible for patient transport by ambulance?

Ambulance transport can only be provided for patients who have a medical need for an ambulance and who cannot travel by any other means. Ambulance staff can care for patients during the journey to and from hospital.

How do I book patient transport? 

Ambulance transport is no longer arranged by the GP and is instead organised through the Patient Transport Team by phone.  Please telephone the Patient Transport Line at least one week in advance of your appointment or as soon as you get your appointment details. 

Patient Transport Line:
020 8934 6770 Monday to Friday: 10:00am to12:00pm and 2:00pm to 4:00pm

The phone line is busiest at opening and closing times. There is a queuing system in place, but you are likely to get a quicker response if you call between 10:30am to 11:30 am or 2:30pm to 3:30pm.

If you have an urgent need for transport on the next day but have not been able to get through to the Patient Transport Line, please send an email before 6pm to khft.pts.kingstonhosp@nhs.net. Please include a telephone number so the team can contact you.

If your appointment is cancelled, or there is another reason why you will not be attending your appointment, please let us know as soon as possible.  This will mean the ambulance and skilled staff can transport other patients in need. 

What if I have not used patient transport services before, or haven’t used it in the last 6 months? 

If this is the case, your eligibility for patient transport by ambulance will be assessed by a Patient Transport Assessor when you phone to book ambulance transport.   Their role is to ensure that everyone is assessed fairly and ensure that ambulance transport is available to those who meet the eligibility criteria.  The criteria are based on Department of Health and Social Care guidelines. 

In what situations are people eligible for patient transport by ambulance? 


  • Patients requiring travel by stretcher
  • Some wheelchair users
  • Patients who would come to harm if they used any other form of transport
  • Certain patients being transferred between hospitals
  • Patients who require an oxygen supply to be administered during the journey
  • Patients who need to be clinically monitored during their journey
  • Patients who require medical equipment or aids that cannot be accommodated by private or general public transport
  • Patients who receive treatment at hospital that impacts them in such a way that they cannot be transported by public or private transport (such as major orthopaedic surgery).

What happens if I do not meet the eligibility criteria for transport by ambulance?

If you are assessed as not meeting the eligibility criteria, your case will be reviewed by a senior nurse to ensure the assessment has been correctly made.  We understand that there are many reasons why patients need assistance with travel to and from hospital, but we are only able to provide ambulance transport for those who meet the eligibility criteria.

It is possible for someone (an escort) to travel in the ambulance with me?

All children and young people under the age of 18 should be accompanied by a parent or guardian.

Normally only paid professionals, such as care assistants, will be allowed to escort people aged 18 and over on hospital transport. However, family members and friends may travel with you if you fall into one of the following categories:

  • You have significant communication difficulties which may include learning difficulties, or significantly impaired sight or hearing  
  • You have a mental health condition that prevents you from travelling alone.

Help with travel costs

If you are on a low income or benefits, you might be entitled to reclaim your public transport costs to and from the hospital under the Healthcare Travel Cost Scheme.

Information is available at ‘Healthcare Travel Costs Scheme (HTCS)’ or by calling 0300 330 1343.

You can also collect a hard copy of the claim forms at Kingston hospital from the reception desk in Bernard Meade Wing, or at the Patient Transport Office in the Rowan Bentall Wing (next to the Patient Transport Lounge near main Outpatients). 

Travel cost reimbursement is available for patients in one or more of the following categories:

  • Currently under the care of a consultant (not only their GP)
  • Receiving hospital diagnostic tests
  • Receiving other hospital treatment that it is being funded by the NHS.

It does not apply to journeys for primary medical or dental care.

Strict eligibility rules apply. Currently, patients eligible for full or partial re-imbursement of travel costs include patients (and their dependants) who receive one or more of the following:

  • Income Support
  • Income-based Job Seekers Allowance
  • Pension Credit Guarantee
  • Working Family Tax Credit
  • NHS Low Income Scheme (certificate HC2 or HC3).

Visitor parking

Car parking is operated on a pay as you exit system using number plate recognition.

Patients who are at in the last days of life

If you are visitor for a patient who is in the last days of life, you may have access to an allocated parking space, subject to availability.  If this would be helpful for you, speak one of the nurses on the ward.

Citizens Advice Kingston – Local and National Advice Services
Citizens Advice Kingston – Whoever you are: whatever the problem
02031660953 (Monday to Thursday from 9-4)
Kingston Carers Network
Who we are – Kingston Carers Network
020 3031 2751 
Benefits Advice and Support Kingston Council
Benefits Advice and Support – www.kingston.gov.uk
020 8547 5591
Free and impartial help with money, backed by the government | MoneyHelper
Accessible Travel, Kingston Council
Accessible Travel – www.kingston.gov.uk
Richmond Good Neighbours
Richmond Good Neighbours – Home
020 3538 4060 (9am to1pm Monday to Thursday or 9am to 12pm on Fridays)


Patient Transport Line (Monday to Friday: 10:00am -12:00pm and 2:00pm – 4:00pm) 020 8934 6770

Translate Please speak to a member of staff before or during your visit to the hospital if you require translation.
Accessibility Please contact the Patient Experience Team on 020 8934 3850 if you need this information in a different format.
For information accessibility please visit Kingston Hospital AccessAble www.accessable.co.uk/kingston-hospital-nhs-foundation-trust
Support services

Visit the hospital website, ask a member of staff, or ring us for details.


Switchboard 020 8546 7711

  • ‘Find Us’ page for maps, transport, registering a blue badge, disabled access
  • Information, advice and support for patients and relatives (PALS) 020 8934 3993
  • Pastoral and Spiritual Support 020 8546 7711
  • Learning Disability Liaison Team 020 8934 6895
Print - Standard Size Print - Large Size


Please speak to a member of staff before or during your visit to the hospital if you require translation support to access Patient Information. Please ring the phone number on your appointment letter, if you have one.

Request More Information


Please contact the Patient Experience Team on 020 893 3850 if you need this information in a different format.
For detailed information on accessibility at Kingston Hospital visit Kingston Hospital AccessAble (https://www.accessable.co.uk/kingston-hospital-nhs-foundation-trust).

Tell us how we are doing we'd love to have your opinion