If you are a patient and are travelling to or from hospital, you will normally be expected to organise your own transport – whether that be driving, using public transport or asking for help from family and friends.
When this is not possible, you may be eligible for the non-emergency patient transport service, be able to use community transport services or get help with travelling costs.
For further information on transport please select the options below.
It’s important to think early on about how you will get to and from your hospital appointment. To help plan your journey, here are some options for accessing our hospitals:
Traveline Cymru
Traveline Cymru is a public transport information service funded by the Welsh Government. The service provides public transport information across Wales for bus, coach and train, as well as walking and cycling routes.
The purpose is to offer a 'one-stop-shop' for travel information, where you can find all the journey information you’ll need in one place, in a few simple steps.
You can call the bi-lingual Contact Centre on the freephone number 0800 464 0000 with any journey planning queries you may have. The contact centre is available between 7am – 8pm daily, throughout the year.
Click here to view the Traveline Cymru website (opens in new tab)
Traveline Cymru Journey Planner
The website includes a journey planner to help you find the best public transport routes for your journey. Once you’ve made your search, you will see all the available route options along with all the information you’ll need to make that journey displayed clearly on one page, including:
Traveline Cymru Timetables
To find timetable information simply enter your bus service number into the search box, or alternatively enter your location to view bus services running in that area. You will then be able to view the full timetable for these services, with the option to download and print these timetables to keep.
Traveline Cymru Travel Map
The Travel Map allows you to see all bus stops, train stations, park & ride stop and Nextbike stations within your searched location. You can then select on any of the travel icons shown on the map to discover more information.
Traveline Cymru Mobile App and Text Service
Traveline offers a free bi-lingual mobile app, which will allow you to plan your journey, as well as find timetables and bus stops on the go. The app is currently available on iPhone and Android devices.
Traveline also offers a text message service, which will send information on your next bus times directly to your mobile phone.
Taxis
There are several taxi operators in the Hywel Dda region, many of which have wheelchair accessible taxis.
The following taxi operators provide services to the health board and have wheelchair accessible vehicles in their fleet:
The Welsh Ambulance Services NHS Trust provide a Non-Emergency Patient Transport Service for patients across Wales who are unable, for medical reasons, to make their own way to and from their hospital appointments.
It is a vital resource to help those patients who rely on the service and it should not be used by those without a medical need.
Please note that a need for treatment does not automatically imply a need for transport. There is an eligibility process that all patients are required to go through to ensure that your needs are appropriate for the service.
You could be eligible for hospital transport if;
To see if you are eligible, please use the online checker available here (opens in new tab)
When you call, an advisor will assess you transport needs. If you are eligible, transport will be arranged for you.
For all patient transport enquiries, bookings or cancellations please ring:
Telephone: 0300 1232 303 if you are registered with GP practice in Carmarthenshire, Ceredigion or Pembrokeshire.
Opening times:
Cancelling transport, if it is no longer needed, is very important and allows the Non-Emergency Patient Transport Service to offer the booking to another patient.
If you have recently received non-emergency hospital transport from the Welsh Ambulance then please click here to complete a short survey about your experience (opens in new tab)
There are a number of community and voluntary transport organisations which provide transport services. They can sometimes help with transport if you are not eligible for non-emergency patient transport or cannot use public transport.
Pembrokeshire Association of Community Transport Organisations (PACTO)
Telephone: 0800 783 1584
Click here to visit the PACTO website (opens in new tab)
Carmarthenshire Country Cars (Royal Voluntary Service)
Telephone: 07585 997091
Ceredigion Country Cars (Royal Voluntary Service)
Telephone: 07812 485809
Pembrokeshire Country Cars (Royal Voluntary Service)
Tenby, Saundersfoot, Pembroke and Pembroke Dock area telephone: 07771 334406
Milford Haven, Dale and Neyland area telephone: 07884 548162
Haverfordwest, Newport, Fishguard, Narberth and all other areas telephone: 07585 997091
Dolen Teifi Community Transport
Telephone: 01559 362403
Click here to visit the Dolen Teifi Community Transport website (opens in new tab)
Community Transport Association (CTA)
Telephone: 01792 844 290
Click here to visit the CTA website (opens in new tab)
Central Transport Unit
You can also contact our transport team who may be able to assist you or signpost you to other local transport schemes or public transport.
Telephone: 01267 229 620
You could be entitled to help with costs depending on your circumstances.
Are you on Income Related Benefit?
If you receive any of the following benefits you may qualify for a full refund of necessary travel costs:
Universal Credit, Income Support, Income-based Jobseeker’s Allowance, Income-related Employment and Support Allowance, Pension Credit guarantee credit, or have an NHS Tax Credit Exemption Certificate.
I am not on any of these benefits but I am on a low income?
You may still be eligible for a refund through the NHS low-income scheme. You can apply for an eligibility assessment for this by using an HC1 form that you can obtain from your local job centre or hospital.
What documents will I need?
You will need to provide your hospital appointment card or letter, original copies of any travel receipts and proof that you are on a qualifying benefit or proof of eligibility for the NHS Low Income Scheme or NHS Tax credit Exemption Certificate.
If you are claiming for a child’s appointment you will need to show the award letter that includes the child’s name.
How do I claim?
Each hospital is different but most claims will be dealt with by the General Office or the Payment Office. You will need to go to the office on arrival and obtain a form for you to take to the consultant who will then sign and stamp it. You will then need to return it to the office who will refund or partially refund the money.
How much can I claim?
If you qualify you will be entitled to a full or partial refund of necessary travel costs equivalent to the cheapest reasonable method of travel, which in most cases will be public transport. Taxi fare will not normally be paid unless agreed in advance.
If patients use their own cars, the petrol rate is 15p per mile, tolls and unavoidable car parking charges may also be refunded.
Is there a time limit?
If you are unable to make a claim on the day you attend, you may be able to return for a cash payment at a later date. Otherwise you will need to use an HC5(T) refund form, but this will take several weeks to process.
Unless there are exceptional circumstances claims must be made within three months.
Can I claim for someone to go with me?
Only if an escort has been agreed in advance on medical grounds or if a child of 16 or under is being accompanied by a parent or guardian.
Can I claim if I am visiting someone in hospital?
No. The scheme does not cover visitors but you may be able to apply for a loan or grant from the Social Fund through your local Jobcentre plus office
How can I get more information?
The hospital where you are receiving treatment can advise you about making a travel cost claim, usually at the general office. They will also be able to supply the correct forms. Click here for information on help with travelling costs (opens in new tab)
Returning home from hospital
If you have difficulty returning home, please speak to a member of staff, so they can help if possible. Ward sisters and hospital site managers can consider paying for a contracted taxi in the circumstance of no alternative transport for frail elderly patients and young vulnerable families. The final decision is that of the ward sister and hospital site manager.