Patient transport update

On 1 June 2019, Falck UK took over the provision of non-emergency patient transport for the Trust from our previous provider.

It is very disappointing that the initial service provided by Falck has fallen significantly short of the standard we expect for our patients. We are sincerely sorry for the distress and delay to some appointments this has caused.

We have been working very closely with Falck to improve the service as quickly as possible though we know that some patients are still having problems with their transport bookings. Our regular renal patients have been especially impacted and we have been putting in place temporary measures wherever we can for these users.

We have identified Falck’s dispatch and allocation system to be the primary cause of the ongoing issues and so, over the next two to three weeks, we will be introducing a number of changes to the way bookings are scheduled which we expect to resolve the difficulties for the longer term.

If you are having a problem with your transport booking please contact 0330 678 1245. You may also wish to make a formal complaint – please contact 020 3326 1326 (Monday to Friday, 09.00 to 17.00) or email

Our staff are also being asked to record transport problems and delays for their patients in the way they would normally record an adverse incident so that we have a clear picture of the situation and can check on progress.