Patients "left stranded" by new transport rules in North Yorkshire
Healthwatch is running a consultation to hear people's views
Last updated 29th Sep 2025
Patients across York and North Yorkshire say they're being left stranded and missing out on vital hospital and clinic appointments, after national changes to patient transport rules came into force this April.
The changes, which affect free non-emergency patient transport mainly run by Yorkshire Ambulance Service, mean some people have lost access to travel they once relied on to get to their appointments. Healthwatch, an independent group that gives people a voice on health and care services, says it's hearing from more and more people who are now struggling.
Some patients say they're having to pay for taxis they can’t afford, rely on neighbours, or are missing treatment altogether because they simply can’t get there. One person shared their story with Healthwatch: “On two occasions I had to go to hospital. Once was by ambulance, the second time no ambulance was provided. But I was not allowed to drive myself. I had to struggle to ask a neighbour to take me. Both times I had to pay for a taxi to take me home. One of these occasions was at 3am. This is not satisfactory.”
Healthwatch York and Healthwatch North Yorkshire are working together to collect stories from people affected by the changes. They say missed appointments can mean worsening illness, longer recovery times, or avoidable complications – especially for older adults, those with long-term health problems, and people on low incomes.
Ashley Green, Chief Executive of Healthwatch North Yorkshire, said: “Behind every statistic is a real person whose health could suffer simply because they can’t get to where care is provided. We want to hear from as many people as possible in York and North Yorkshire so we can show decision-makers what’s really happening on the ground.”
Healthwatch is urging anyone who’s struggled with patient transport – or tried to access it for themselves, a friend, or a family member – to take part in their survey. The aim is to gather evidence to share with the NHS and local councils, and press for changes to the rules or more affordable alternatives.
In a statement, the NHS Humber and North Yorkshire Integrated Care Board said:
"Some bookings for non-emergency patient transport have not always been appropriate, and this reduces the availability of transport for other patients who genuinely need assistance.
"The booking process for non-emergency patient transport provided by Yorkshire Ambulance Service (YAS) on behalf of the integrated care boards (ICBs) in Yorkshire and Humber has now changed to ensure services are available to patients who really need them.
"NHS England has led this work by setting out a new national framework to ensure patient transport services are consistently more responsive, fair and sustainable. This has resulted in revised national eligibility criteria for patient transport services.
"From 1 April 2025, YAS implemented these changes on behalf of the three ICBs in Yorkshire and the Humber.
"The implementation followed extensive public engagement with patients and people who have used patient transport services to ensure they are as fair as they can be, within the financial resources that are available.
"We recognise that some people who may have met the eligibility criteria in the past, will no longer qualify as a result the national changes to criteria.
"We are aware that Healthwatch in North Yorkshire and York is carrying a survey about the changes to patient transport services. We look forward to working with them to understand any impact these changes have had."