A patient in Maidstone needs urgent transfer to Tunbridge Wells for cardiac care. An oncology patient in Sheppey has just had their treatment time changed. A virtual ward patient needs replacement equipment as soon as possible.

This is a normal morning for Maidstone and Tunbridge Wells NHS Trust’s (MTW) Patient Transport team. With more than sixty years of experience between them, the team support some of the most vulnerable patients in our care and ensure they are in the right place at the right time to receive the right care.

A service built on speed, skill and coordination

The Patient Transport team steps in whenever the Trust needs to move patients quickly. Having transported 2882 patients in the last year, the team takes on the journeys that are time‑critical, complex or otherwise at risk of delay.

It might be a same‑day transfer to a care home or a patient who needs to travel between sites for a specialist assessment. It may be a long‑distance transfer that requires careful planning and a responsive team who can make decisions quickly. Home visits, cardiac moves, awkward routes, multi‑stop journeys and transfers that need clinical support all fall within their scope.

The team’s support can make a real difference to patient’s lives. They recently arranged transport home for a patient receiving end of life care, who wanted to spend their final hours at home with family. Through quick coordination and a determination to meet the patient’s needs, the team arranged a transfer home so that the patient died surrounded by their loved ones.

Some patients travel to Tunbridge Wells Hospital for cardiac care before heading to centres like King’s College Hospital’s cardiac cath lab or St Thomas’ Hospital for urgent MRIs. On a busy day, the team may complete two or three of these high‑stakes journeys.

The team also provides vital support for oncology patients, having arranged transport for over 1000 in the last year. With machines booked for specific areas of the body at precise times, even a short delay can mean missing an entire treatment slot, but the Transport team makes sure they get there.

Delivering vital equipment

Alongside patient transport, the team runs a courier service that is vital to the Trust’s ability to keep people safe at home. Two drivers cover a huge region each day: from Crowborough to Edenbridge, Westerham to Sevenoaks, Medway to Sheerness.

They have delivered 3014 items in the last year, including electronic discharge notifications (EDNs), medications and essential equipment, often to patients who would otherwise need to come into hospital. The virtual ward alone relies on more than twenty equipment or medication deliveries a day to support people at home.

The team has a fleet of two vans and five ambulances during the day, with one ambulance covering overnight on weekdays and a reduced weekend service. This enables them to transport 15 to 20 patients per day, including complex discharges and urgent moves requested by site managers.

Every vehicle and every journey is coordinated by the controllers, Ant, Alex and Tony, who juggle phone calls, route planning, clinical requests and urgent schedule changes. They are supported by a permanent driver who oversees van deliveries.

Supporting both staff and patients

At times of high pressure in emergency departments at Maidstone and Tunbridge Wells hospitals, the team plays a critical role in ensuring patients are moved safely and quickly, protecting site safety and maintaining flow. Their support for occupational therapy means patients can be transported for home assessments that help confirm whether they can be discharged safely.

A highly respected and valued team

The Patient Transport team works closely with a range of teams across the Trust to ensure communication and transport is as quick and efficient as possible.

“I am very happy with the support provided by Patient Transport. They are consistently approachable, responsive, and willing to help, particularly when there are challenges with discharges or delays.

“I can contact Alex or Anthony, explain the situation and my issues, and they will work with me to ensure patients are supported and able to get home safely.

“Their flexibility, communication, and commitment make a real difference to patient flow on the ward and provide reassurance to both staff and patients.”

Marcella Haynes, Flow Coordinator

“The PTS team are an invaluable cog in the Virtual Ward, and their contribution is highly valued. They provide consistent and reliable support that ensures the smooth and effective running of the service. From collecting and delivering equipment boxes to ensuring patients receive their medication in a timely manner, the team consistently goes above and beyond.”

Abigail Scullion, Virtual Ward Manager

“Patient transport are an invaluable asset to the TADS team, often getting equipment out to needy patients in double quick time.”

Ian Hunter, Therapy Assisted Discharge Service (TADS) Administrator