The North East and North Cumbria Integrated Care Board (ICB) is working with the North East Ambulance Service (NEAS), Healthwatch and other partners to improve NHS patient transport services in the North East.
Patient transport helps people get to and from hospital if they cannot travel safely on their own because of their health or mobility needs.
We know the service does not always work well.
Some people have told us
- waits can be long
- the rules are not always clear
- services can be different depending on where you live
We are looking at ways to improve the service and proposing some changes to the rules of who can use the service.
This could include
- Clear and consistent rules across the North East
- Looking at each person’s needs, not just how far they travel
- Asking a few simple questions to understand needs
- A standard mileage rate of 25p per mile for people who qualify for the NHS Healthcare Travel Cost Scheme (HTCS) to claim back their travel expenses. It is now between 14p to 25p, depending on where you live.
We are also looking at
- Better support for people who travel often (for example, dialysis patients)
- Reducing journeys that are booked but not used
This is not about stopping patient transport. People who need support because of their health or mobility will still get help.
We would like to hear from people who use patient transport services, and their carers and families.
Please fill in our online survey by 3 July 2026.