Key Performance Indicators

Renal patients

If you need dialysis, you will arrive at hospital no more than 15 minutes before or after your scheduled appointment time. On departure, you will be collected within 30 minutes of NHS staff booking your journey home.

Outpatient appointments

If you are going to an outpatient appointment you will arrive on time and no more than 75 minutes early*. If your appointment is before 9am, you will arrive no more than an hour early. On departure, you will be collected within 120 minutes of NHS staff booking your journey home.

Going home after a stay in hospital

The Hospital will make a transport booking for your journey home either in advance or on the day of your discharge. Once you have been made ready for dischatrge by the ward or department, G4S will aim to collect you within 120 minutes.


Just call the booking number 0800 096 0211. The line is open 24 hours a day, 365 days a year.

Yes, a carer or family member can book an appointment on your behalf. They will just need details of your appointment and current medical condition.

Your views are very welcome. To fill in our feedback form click -

Alternatively you can send an email to, or write to us at - 

Kent and Medway PTS Contract, Swift House, 18 Hoffmanns Way, Chelmsford, Essex, CM1 1GU 


If your medical condition means you need someone to travel with you, this can be arranged. Questions to assess whether you need to be accompanied are included during the booking.
Please be aware the vehicle may collect other patients en route. However, there are strict rules about how long your journey can be. Please see our full list of KPIs above for more detail.
The Healthcare Travel Costs scheme offers help for people who meet specific conditions. Visit and type travel costs in the search box to find out more.

Book Patient Transport by calling:

0800 096 0211