'Patient Transport - Journeys That Matter'

Healthwatch West Berkshire is the independent champion for people who use health and care services. We are running this survey to understand local experiences of non-emergency patient transport (EMED) in West Berkshire following a change of provider since 1st of April 2025.

Your feedback will help us understand how the service works in practice, what is working well and where improvements are needed.

The survey is confidential and your experiences will be used to inform NHS commissioners and service providers to help improve patient transport services locally.

1. What is your age? Please tick the one below: *

2. What is the first part of your postcode? e.g, RG14 * *

3. What is your gender identity? *

4. What is your ethnic group? *

5. Do you have any specific physical disabilities, learning disabilities, or sensory impairment? Please, tell us more *

6. Since 1st of April 2025, how often have you used patient transport? *

Once
2-3 times
4-6 times
More than 6 times

7. How did you contact the patient transport service? (EMED) How easy was it? *

	Very easy	Easy	Neutral	Difficult	Very difficult	Not applicable
Telephone	Telephone Very easy	Telephone Easy	Telephone Neutral	Telephone Difficult	Telephone Very difficult	Telephone Not applicable
RELAY App	RELAY App Very easy	RELAY App Easy	RELAY App Neutral	RELAY App Difficult	RELAY App Very difficult	RELAY App Not applicable
Text phone/Text message (with booking number)	Text phone/Text message (with booking number) Very easy	Text phone/Text message (with booking number) Easy	Text phone/Text message (with booking number) Neutral	Text phone/Text message (with booking number) Difficult	Text phone/Text message (with booking number) Very difficult	Text phone/Text message (with booking number) Not applicable

Please tell us more:

8. Who was the transport for? *

Myself (I was the patient)
Someone I care for (e.g, relative, spouse, partner, etc.)
I support someone (as part of my job), but transport was booked in their name
Other (please specify):

9. If patient transport services offered shared transport (travelling with other patients going to the same hospital), how would you feel about this option? *

Yes, I would prefer shared transport
Yes, I would be willing to share, if my health and mobility needs were still met
Yes, I would be willing to share if it helps to reduce waiting times
No, I would not be comfortable sharing transport
I am not sure

10. What best describes your transport journey? (tick all that apply) *

Were there any issues with your transport? Please tell us more:

11. How clear was the booking process for you? *

Very clear
Mostly clear
Somewhat unclear
Very unclear

12. After booking, how well informed did you feel about what would happen next? *

Very well informed
Reasonably informed
Not very informed
Not informed at all

13. Were you given clear information about pick-up times and possible waiting? *

Yes, clearly explained
Some information, but important details were missing
No
I don’t remember

If you chose “No” or “Some information”, please tell us what was unclear:

14. How reliable was the transport overall? (Tick all that apply) *

Always arrived as expected
Usually reliable with minor delays
Delays happened regularly
Pick-up times changed at short notice
Transport did not arrive when expected
Reliability varied significantly between journeys

15. Have waiting times for transport ever affected you? *

	Yes	No	Unsure	Not applicble
Waiting times were reasonable	Waiting times were reasonable Yes	Waiting times were reasonable No	Waiting times were reasonable Unsure	Waiting times were reasonable Not applicble
Waiting was longer than expected but manageable	Waiting was longer than expected but manageable Yes	Waiting was longer than expected but manageable No	Waiting was longer than expected but manageable Unsure	Waiting was longer than expected but manageable Not applicble
Waiting caused physical discomfort	Waiting caused physical discomfort Yes	Waiting caused physical discomfort No	Waiting caused physical discomfort Unsure	Waiting caused physical discomfort Not applicble
Waiting caused anxiety or distress	Waiting caused anxiety or distress Yes	Waiting caused anxiety or distress No	Waiting caused anxiety or distress Unsure	Waiting caused anxiety or distress Not applicble
Waiting caused late, missed or rushed appointments	Waiting caused late, missed or rushed appointments Yes	Waiting caused late, missed or rushed appointments No	Waiting caused late, missed or rushed appointments Unsure	Waiting caused late, missed or rushed appointments Not applicble
Waiting caused financial difficulties for me or my companion (e.g, parking, time off work)	Waiting caused financial difficulties for me or my companion (e.g, parking, time off work) Yes	Waiting caused financial difficulties for me or my companion (e.g, parking, time off work) No	Waiting caused financial difficulties for me or my companion (e.g, parking, time off work) Unsure	Waiting caused financial difficulties for me or my companion (e.g, parking, time off work) Not applicble
Waiting caused difficulties with work or caring responsibilities	Waiting caused difficulties with work or caring responsibilities Yes	Waiting caused difficulties with work or caring responsibilities No	Waiting caused difficulties with work or caring responsibilities Unsure	Waiting caused difficulties with work or caring responsibilities Not applicble

Please tell us more if you would like to

16. Have waiting times for transport ever affected you? *

	Never	Often	Sometimes	Every journey	Not applicable
Transport to the appointment	Transport to the appointment Never	Transport to the appointment Often	Transport to the appointment Sometimes	Transport to the appointment Every journey	Transport to the appointment Not applicable
Transport from the appointment	Transport from the appointment Never	Transport from the appointment Often	Transport from the appointment Sometimes	Transport from the appointment Every journey	Transport from the appointment Not applicable