An ambulance trust has commissioned an “independent” investigation into its patient transport service amid concerns that patients could be at risk of harm.
East Midlands Ambulance Service Trust said it was carrying out an “independent internal service investigation” into its non-emergency patient transport services (NEPTS), which it runs in Northamptonshire, Lincolnshire and Derbyshire.
It will look at complaints, missed appointments, patient safety incidents, safeguarding concerns, and the extent of avoidable harm, and will be overseen by the trust’s quality directorate. The trust has also raised the risk score for NEPTS on its board assurance framework from 12 to 20 out of a maximum of 25.
It said it had received a number of complaints about delayed and missed appointments, particularly affecting renal, oncology, and other vulnerable patients.
“A review of complaints found that affected patients generally had care and support needs and may meet the safeguarding threshold as vulnerable adults. Missed or late appointments could result in shortened or missed periods of treatment and potential clinical harm, as well as poor patient experience,” its board papers for this week said.
It is now treating every missed appointment as a patient safety incident and considering whether a safeguarding referral is required.
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Source: HSJ, 28 October 2026
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