Patient Transport Services
Call Handling & Bookings
Wards, clinics, care homes and patients all ring the same number, and each needs a quick, clear answer. Our team answers in your company's name, takes bookings, checks them against the NHS eligibility criteria that apply in your nation and your commissioner's requirements, and logs every call.
At a glance
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Pricing
Priced per agent hour, or as overflow and out-of-hours packages.
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Getting started
Call coverage can usually start within one to two weeks, once scripts and call forwarding are agreed.
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Coverage
Businesses across the United Kingdom
Who it's for
Built for businesses like yours
- Providers missing calls during peak discharge times
- Teams without out-of-hours phone cover
- Services taking bookings from wards, clinics, families and self-funding patients
What you get
Included in Call Handling & Bookings
- Calls answered in your company name, using a script you approve
- Bookings checked against the NHS eligibility criteria that apply in your nation (in England, the DHSC NEPTS criteria) and your commissioner's local rules
- Collection reminders to reduce aborted journeys
- Arrival and return updates for wards and clinics
- Concerns logged and escalated through your complaints process
- Call notes and a daily call summary
Tools and platforms we work with
- Your phone system or ours
- RingCentral
- Dialpad
- Your dispatch software
- Shared inbox
How it works
Everything handled properly
Answered in your name
Your greeting, scripts and transfer rules.
Booking capture
Mobility needs, escorts, oxygen, appointment times and collection addresses recorded in full.
Eligibility checks
Where your contract includes eligibility assessment, bookings are checked against the NHS eligibility criteria that apply in your nation, such as the NEPTS eligibility criteria for England (DHSC, 2022), and any requirements set by your commissioner or prime contractor.
Signposting
Patients who are not eligible are given information on other options, such as the Healthcare Travel Costs Scheme or local community transport.
Reminders
Patients are reminded of collection times, which helps reduce aborted journeys.
Ward and clinic updates
Quick answers about arrivals, readiness and returns, with concerns logged and escalated through your agreed process.
A day on the desk
From the first collection to the last journey home.
This is how a typical day is supported for a UK provider. Hours and tasks are always agreed with you.
- Day before Tomorrow's journeys planned Bookings checked against eligibility, regular journeys confirmed and crews allocated.
- Early morning First renal and outpatient runs Crews confirmed on the road and delays caught before appointments are missed.
- Midday Discharges and readiness calls Wards call for discharges, journeys are reallocated and patients kept informed.
- Afternoon Contract statuses and new work Statuses updated for your prime contractor and new journeys accepted.
- End of day Last journey and daily report Completed, late and aborted journeys summarised in your inbox.
The details that matter before you start
No new software to buy and no long contract. We work inside the tools you already use.
- Coverage
- Early morning to late evening, weekends and bank holidays available
- Systems
- Your booking and dispatch system and contractor portals
- Patient data
- Data processing agreement, UK GDPR training for staff, help with your DSPT
- Pricing
- Per hour, per journey or a fixed monthly fee
- Most providers start with
- Bookings and call handling
Hours that match your contract
Cover can be arranged from early renal and outpatient runs through to late discharges, including weekends and bank holidays.
UK GDPR and NHS data requirements
We work under a data processing agreement, give each team member access only to what their role needs, and support the evidence you provide for your Data Security and Protection Toolkit.
Inside your systems
We work in your booking and dispatch software and follow the processes your commissioner or prime contractor sets.
How we start
From first call to running smoothly
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01
Discovery call
We learn about your fleet, contracts, systems and current pressure points.
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02
Agreements and access
We sign a data processing agreement, set up individual logins and agree escalation procedures.
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03
Process mapping
We document your mobility categories, booking questions, abort reasons and the KPIs in each contract, so the team works to your rules from the first shift.
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04
Shadowing and go-live
Our team shadows your control room, then takes over shift by shift for a smooth handover.
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05
Daily operations and reporting
We run operations every day and report on journeys, calls, punctuality, aborts and invoicing.
Callers hear your company's name and your scripts, so they deal with one organisation from start to finish.
Yes. We can take all calls, out-of-hours calls only, or overflow when your team is busy.
In England, eligibility for NHS non-emergency patient transport is set nationally by the DHSC eligibility criteria published in 2022 and applied through your commissioner's or prime contractor's process. Where your contract asks you to carry out eligibility checks, we use that process and its questions, and record the outcome for each booking.
Yes. We support providers delivering NHS non-emergency patient transport directly or as subcontractors, following the processes and reporting their commissioner or prime contractor requires.
Under a data processing agreement and UK GDPR. Team members assigned to your account complete data protection and confidentiality training before go-live, use individual logins and see only the data their role requires.
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Learn moreBilling & Invoicing
Accurate invoicing for NHS, private and self-funded journeys, with payment tracking and clear revenue reporting.
Learn morePatient Transport Marketing
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Learn moreStart a conversation
Get a quote for Call Handling & Bookings.
We reply within one business day with next steps and a clear written quote.