Ambulances and Medical Transport

Stay with the person and follow the instructions given by the 999 call handler.

• Call 999 again if the person's condition becomes worse or changes.
• Call again if your location changes.
• Do not call back only to ask how long the ambulance will be.
• Tell 999 if an ambulance is no longer required or safe alternative transport has been arranged.
• Have information about medicines, allergies and medical conditions ready.
• Unlock the door if it is safe to do so and keep pets away.
• Do not move the person unless the call handler tells you to.

Contact NHS 111 if you need medical help quickly but the situation does not appear to be life-threatening. NHS 111 can assess what help is needed and direct you to the right service.

You can telephone 111. Support may be available through an interpreter, text relay or British Sign Language service. Services and arrangements differ across England, Scotland, Wales and Northern Ireland.

Some people may qualify for free NHS non-emergency patient transport to hospital or another healthcare appointment.

You may qualify if:

• you need medical help during the journey
• you have serious difficulty walking or travelling safely
• your medical condition means ordinary transport is unsuitable
• you are the parent or guardian of a child who needs patient transport

Eligibility is assessed locally. Ask the hospital appointment team, the service that referred you, or your GP surgery. Try to ask as early as possible because transport normally needs to be booked in advance.

Some councils, charities and community groups provide transport for older people, disabled people and those who cannot use ordinary public transport.

These services are not ambulances and cannot deal with medical emergencies. They normally need to be booked in advance. Some are free, while others charge a small fee or mileage cost.

To find local help:

• search your council's website for "community transport"
• ask your GP surgery or hospital appointment team
• ask a social prescriber or local Age UK service
• check whether an escort or wheelchair-accessible vehicle is available

Private companies may provide planned transport to hospitals, care homes, appointments or another address. These services normally charge, and the price can vary.

Private transport must not be treated as a replacement for calling 999 in a life-threatening emergency.

Before booking, ask:

• what the full price will be
• whether the vehicle is suitable for the person's needs
• whether trained medical staff will travel with them
• whether wheelchairs, oxygen or other equipment can be accommodated
• whether the provider is properly registered, regulated and insured
• what happens if the person becomes unwell during the journey

In England, ambulance and patient transport providers carrying out regulated healthcare activities may be registered with the Care Quality Commission. People elsewhere in the UK should check with the health regulator for their nation.

People receiving certain benefits or living on a low income may be able to claim back reasonable travel costs for some NHS appointments through the Healthcare Travel Costs Scheme.

The rules depend on the appointment, referral and personal circumstances. Keep tickets and receipts and ask the hospital before travelling if you are unsure.

• NHS — When to call 999
• NHS — When to use 111
• NHS — Transport to and from hospital
• NHS — Healthcare Travel Costs Scheme
• Care Quality Commission

Information reviewed: July 2026