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Patient Transport – What you can expect

Transport times

  • We do not know the exact time patient transport will arrive at your home.
  • There is a high demand for patient transport so you will need to be prepared to wait some time to be picked up and taken home. Patient transport may pick you up from home up to 2 hours before your appointment -
    • For AM appointments: please be ready from 8am
    • For PM appointments: please be ready from 12pm
  • Please do not worry if you arrive at Velindre earlier or later than the time on your appointment card- we know that patients travelling by patient transport may arrive earlier or later and we will aim to treat you as soon as we can.
  • For any ‘on the day’ enquiries about your transport please telephone Welsh Ambulance on 0300 123 2303, or Velindre Ambulance Liaison Office on 029 2031 6974. Staff at Velindre cannot track ambulances.

Patient responsibilities

Please help us use patient transport wisely. To help us, please:

  • Be ready when transport arrives. If you have transport booked and you cancel your hospital appointment, cancel your transport too.
  • Let us know before 3:30pm the day before your appointment if you no longer need transport of if you have made other transport arrangements.
  • Help us reduce escorts* if not needed - We understand that some patients need medical escorts to bring them into hospital.
  • Remember that each patient and escort attending Velindre Hospital is paid for by Velindre. If you are able to travel safely without a friend or relative, more patients can be collected by one vehicle.
  • Try to use own transport whenever possible.

    *An escort is someone who is travelling to the hospital with you. This could be a medical escort such as a nurse or carer, or it may be a friend or relative.

What is a wasted patient transport journey?

A wasted patient transport journey is when:

  • An ambulance or volunteer car is cancelled after 3:30pm the day before your appointment.
  • An ambulance or volunteer car is cancelled on the day of your hospital appointment or visit.
  • An ambulance or volunteer car arrives at an address and there is no reply.
  • A patient turns an ambulance or volunteer car away because they are not ready to travel.
  • A patient goes home with a friend or relative and uses their own transport, when ambulance transport has been booked.

At times, missing your transport cannot be helped. However, wasted journeys cost Velindre money and inconvenience others.

Please help us use transport wisely.

Useful telephone numbers

To cancel patient transport, please telephone:
029 2019 6140
Monday – Friday 8am – 4pm

For all ‘on the day’ transport enquiries please telephone:
Welsh Ambulance 0300 123 2303 or Velindre Ambulance 029 2031 6974 Liaison Office

Please tell us if you don’t need us.