Public concerns over changes to non-emergency transport service

Llais is concerned about the impact on people across Wales of recent and ongoing changes to the Welsh Ambulance Service’s Non-Emergency Patient Transport Service (NEPTS), introduced on 1 April 2026. 

The Welsh Ambulance Service is strengthening how it applies existing eligibility criteria. This means that some people who previously used the service are now being assessed differently and may be expected to make alternative arrangements where it is considered safe and appropriate for them to do so. 

It is important that people know what this means for them but we have recently become aware that many people did not know things had changed.  

Following representations we made to the Welsh Ambulance Service, it will now be providing information online, as well as reaching out to people directly. We have also been working closely with the Welsh Ambulance Service to support improvements in how these changes are communicated to patients and the public. 

We recognise the significant pressures on the NEPT service as it faces high levels of demand, and that the more consistent application of eligibility criteria has become necessary to improve services for people who most need help. 

We also recognise the importance of people keeping services informed when appointments change or transport is no longer required, so that journeys can be used by others who need them. 

Additionally, we are aware that a lack of coordination between services can contribute to challenges, including occasions where health boards cancel or rearrange appointments without informing the transport service, resulting in avoidable or wasted journeys. 

We hope that the phased changes that are being made will result in a better service overall. However, the impact on people when they cannot get to an appointment is clear: people describe missed or delayed care, increased stress, and additional financial strain, including having to pay for taxis and other alternative transport. 

We have heard repeated reports of transport being cancelled at short notice, sometimes the day before or even the day of their appointment, leaving people unable to access essential care.  

Others are being asked to rearrange appointments or find alternative transport, despite already facing long waits for care.  

For many people, this service is not optional, it is the only realistic way they can attend hospital, clinic or day centre appointments. When people cannot get to their appointments, they may miss or delay care, experience additional stress, and, in some cases, NHS resources are wasted. 

One person in west Wales told us they had to cancel a specialist appointment hundreds of miles away from their home, after being told the day before that transport was unavailable. A second appointment at a hospital which is nearer but still several hours away was also missed due to uncertainty about whether transport would be provided. As a result, they have now chosen not to continue with treatment for a progressive condition, with significant implications for their long-term health and independence.  

Another person in west Wales told us that their transport to specialist appointments in south Wales has been cancelled on several occasions. They told us that, as a disabled person living with significant ongoing pain, repeated cancellations have left them uncertain about when they will be able to access the treatment they need, while their condition continues to affect their daily life. 

Taken together, the experiences shared with us suggest ongoing issues around clarity of eligibility, reliability of transport provision, and coordination between services. 

We have raised these concerns directly with Welsh Ambulance Service and are calling for urgent action to:  

• Work with health boards so that the transport service is informed if appointments are moved or cancelled.
• Make sure that planned improvements lead to more reliable journeys in practice and reduce the risk of late cancellations.
• Continue to strengthen communication so that people understand decisions about their eligibility and the options available to them.

As the independent voice in health and social care for people in Wales, we will continue to bring forward people’s experiences and press for action.  

No one should miss out on vital healthcare because they cannot get to an appointment. For many people across Wales, non-emergency transport is not a convenience, it is an essential lifeline.