Non-Emergency Patient Transport Services (NEPTS) Procurement – Have Your Say

Non-Emergency Patient Transport Services (NEPTS) – Procurement


Current Services

NEPTS provides NHS-funded transport for eligible people taking them from home, to the care provider (and back again) for planned outpatient appointments and treatment for patients who:

  • have a condition such that they need additional medical support during their journey
  • find it difficult to walk
  • are the parent, guardian, or child, of patients who need transport.


The majority of NEPTS in Surrey Heartlands is provided by South Central Ambulance Service NHS Foundation Trust (SCAS).  The Surrey Downs area is locally commissioned and provided by Epsom & St. Helier University Hospitals NHS Trust.


Future Services

The Surrey PTS contract is due to end 31 March 2022, however it may extend. 

In light of the need to consider all options for future services, NHS Surrey Heartlands CCG is beginning the first stage of the procurement process now. Information gathered will support contract decisions for the period beyond April 2022.

This first stage in the procurement process includes a range of patient engagement, local stakeholder engagement, and market engagement events.

We are keen to receive feedback and comments from the following groups:

  • those who have used the services as a patient, family member or carer
  • representatives of patients and/ or carers
  • individuals and organisations that book patient transport on behalf of others
  • providers and potential providers.


Engagement Activity

Our engagement on Non-Emergency Patient Transport Services has been a rich experience. Feedback from service users has revealed their experiences of using both NHS non-emergency patient transport and voluntary and community transport, with examples from the recent and more historic past. Whilst the level of feedback represents only a small proportion of the total number of journeys undertaken by local NHS Patient Transport Services, the scope of responses has been broad. This has helped us better understand aspects of transport services that are most important to patients and helped generate ideas as to how we can better meet patients’ needs.

All engagement feedback is helping us think about and shape services for the future and we are incredibly grateful to everyone who has shared their time with us, especially during such an exceptional year. With the local service due to be re-commissioned next year, the engagement activities have been an opportunity to learn from service users and inform the development of a new specification. In the meantime, we will continue to work with the current provider, who continually works with us to review the service and make appropriate changes where necessary.

For clarity, the current contract and the associated engagement programme, excludes Renal services and the Surrey Downs area transport and does not reflect contractual performance. We continue to accept feedback via This email address is being protected from spambots. You need JavaScript enabled to view it.


Engagement activity during January to March 2021

Service User Survey

Based on the themes that emerged at our Round Tables late last year, we ran a User Survey from January to March. It was a quick, online survey of multiple choice questions, with comments sections, for service users and their carers and families. The survey closed on Sunday 7th March 2021. A summary of the feedback is in the document below.

pdf Surrey Non-Emergency PTS Engagement - User Survey Results (1012 KB)

Focus Groups and 1-1 Interviews

We are also holding a number of focus groups and interviews with specific service user groups to better understand their needs. These groups include wheelchair users, learning disabled adults, older people, and users with visual impairments. A summary of their feedback will be shared here soon.


Engagement in November and December 2020

NHS and Care Staff Survey

During November and December 2020 we shared a quick survey with NHS and care staff, through hospitals, care staff and care home newsletters, and GP practices to understand what improvements professionals who support patients to access patient transport services would like to see. We received 55 responses. Summary of feedback is available in the document below.

Round Tables

In November and December 2020, the PTS procurement team for Surrey Heartlands CCG held five Round Table events to hear feedback on current PTS services from a variety of NHS and clinical colleagues and leaders from a range of community groups. The events were aimed at supporting the identification of key themes and issues, strengths and opportunities and potential solutions and next steps before undertaking focused engagement with service users in 2021. The sessions were informal and groups were small to allow for qualitative discussion time.


A Frequently Asked Questions document summarises the key points asked by attendees of these sessions.


More engagement events and opportunities to give us your views will be posted in due course. Please keep checking this web page for information.


Have Your Say

You can have your say now by sending NHS Surrey Heartlands CCG an email to This email address is being protected from spambots. You need JavaScript enabled to view it.


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Service Users

If you or someone you care for has used the non-emergency Patient Transport Service commissioned by Surrey Heartlands CCG, please help us by answering the following questions.

  • How easy is it to understand and use the service?
  • Would you like to be able to make bookings in different ways, for example by an app or online?
  • How could we change or improve the service?


Please share your suggestions and experiences with us via:

This email address is being protected from spambots. You need JavaScript enabled to view it.


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Clinicians and Stakeholders

  • How do your patients or community members learn about accessing our PTS?
  • How involved are you in organising PTS? What would make that involvement easier?
  • What do you feel are the strengths and weaknesses for service users in our current provision?
  • What could be changed or improved in our current service?


Please share your suggestions and experiences with us via:

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Potential Providers

  • How can the patient be supported to make more independent PT choices and bookings?
  • Could you support alternative means of booking arrangements e.g. app or online?
  • What service innovations would improve PTS for the people of Surrey?
  • What are your views on the different cost and contract models?
  • What could be changed or improved in our current service?


Please share your suggestions and experiences with us via:

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Review Date: 2021-03-26
Review Due: 2021-09-23
Model Publication Scheme Class: Class 4: Procurement and Tendering

Pond Tail Surgery (Godstone)


Patient Engagement for Future GP Services at Pond Tail Surgery (Godstone)


Page contents


Background information

Pond Tail Surgery, in Godstone, Surrey, is a well-established practice with a registered list size of 7,263. Uncertainty about Pond Tail practice has arisen since the sad, untimely death of the former, single handed contract holder, Dr Khan-Gilbert.  


Situation and actions:


December 2020

  • Current short term, temporary arrangements expire in July and there is now a need to secure the longer-term future for the patient list.
  • Delivery of GP Services rely on the availability of premises and current uncertainty surrounding the Landlord’s agreement to permit continued use of the current site means that all alternative options need to be explored before a formal recommendation can be made by the commissioner.
  • A number of actions are being carried out including:
    • Ongoing discussions with the practice landlords regarding both short- and long-term occupancy options. It should be noted that a short-term extension will afford more time to conduct a competitive procurement process should alternative local premises for longer -term occupation be identified.
    • Initiating an independent exercise to understand the likelihood and feasibility of securing alternative potential premises from which to deliver services – which, as above, will inform the feasibility of successful competitive procurement.
    • Ongoing engagement with local practices to explore support requirements in the event that list dispersal becomes necessary.

  • Surrey Heartlands Clinical Commissioning Group (CCG) recognises the concern caused by this uncertainty and acknowledges that patients have the right to choose alternative practices. However, we wish to assure everyone that we will ensure continuity of access to GP care throughout and, in the event that it becomes necessary, we will work with patients to provide advice and support to re-register elsewhere.

  • In summary, there is currently no need for patients to choose alternative practices as Pond Tail Surgery remains open and continues to provide necessary care to its registered list.

Pond Tail Surgery Survey 

Surrey Heartlands CCG is keen to understand patient priorities for future service provision and what matters most to patients.

Between 10 December 2020 and 18 January 2021, we carried out an informal engagement to advise patients registered at Pond Tail Surgery about the different options under consideration. It is normal and recommended practice to informally engage with patients and the public to help shape options. The Pond Tail Surgery survey closed on Monday 18 January.

Pond Tail Surgery Survey - Summary of Responses

Please find a summary of responses received through the recent survey which explored attitudes towards potential changes to primary care medical services for patients of Pond Tail Surgery.

  pdf Pond Tail Surgery Survey Summary of Responses (232 KB)

February 2021

Thank you to everyone who took the time to complete and submit the survey. We had 1708 full responses which represents 24% of the patients registered with the practice. We have now analysed the online and paper copies of completed surveys and await the completion of an estates review, aimed at identifying any potential sites and buildings that could house a viable GP practice. Many people recommended buildings and sites in the survey that could be suitable and we’d just like to thank people for sharing this particular insight.

All information gathered so far, including the survey results and the estates review, will be considered shortly by the CCG’s relevant primary care committees. Given that procurement may be an option, we are obliged to maintain confidentiality for all papers but we are thoroughly committed to publishing information as and when possible under these rules. Our overriding concern is to ensure that patients at Pond Tail Surgery continue to have access to primary care in the most convenient way possible. As soon as we can, we will write to every patient at Pond Tail Surgery to update them on next steps. Surrey Heartlands CCG welcomes patient feedback at every stage and all comments will be taken into consideration.

March 2021

Thank you for your continued patience during what has been a period of uncertainty, and for sharing your views on what you would like local GP services to look like in the future.

We wanted to provide you with an update on where we are as of 24 March 2021. We are currently involved in positive negotiations with the landlords of Pond Tail Surgery to agree continued occupancy of the existing building for at least the next five years.

This very welcome development will hopefully provide both peace of mind for local patients and enable Surrey Heartlands Clinical Commissioning Group to undertake a competitive procurement process to secure a contract holder who would be responsible for the ongoing provision of GP services for registered patients of the current surgery in the current premises.

Very soon, we hope to be in a position to provide confirmation of the agreement and to be able to advise patients about next steps.

pdf Pond Tail Surgery Update for Patients - March 2021 SyHeartlandsCCG (145 KB)



April 2021

We are delighted to announce that Surrey Heartlands Clinical Commissioning Group (CCG) is moving forward to Procurement for the provision of a GP Service for the Patient List of Pond Tail Surgery, Godstone, Surrey.

Helpful hint: The NHS buys a large amount of goods and services to enable it to run from day to day. This is called procurement.

The CCG is looking to re-procure primary medical care services, equivalent to those currently delivered, through a time limited Alternative Provider Medical Services (APMS) contract following the sudden passing of the former single-handed GP.  The current contract will expire on the 31 December 2021 and the new contract is due to commence on 1 January 2022.

We plan to publish The Invitation to Tender information and documentation in May 2021 and it will be open to all suitably qualified providers who will be able to take part in the competitive tender process. The successful provider will be expected to provide primary care services from the existing premises.

Helpful hint: Tendering refers to the process where the CCG invites bids for large projects that must be submitted within a finite deadline.

This welcome news brings us one step closer to securing a contract holder responsible for provision of ongoing GP services for registered patients at the existing surgery premises. We would like to take the opportunity to re-emphasise our previous message to patients that there is currently no need to choose alternative practices as Pond Tail Surgery remains open and continues to provide necessary care to its registered list.

  pdf This poster (139 KB) has been produced for the patients of Pond Tail Surgery, with information following the April 2021 Pond Tail Surgery update.


How to submit feedback

Surrey Heartlands CCG welcomes patient feedback at every stage and all comments will be taken into consideration.

  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Tel: 0300 561 1555
  • SMS: 07917 087 560 (text phone only)
  • Write: FAO Communications and Engagement Team, NHS Surrey Heartlands CCG, Cedar Court, Guildford Road, Leatherhead, Surrey, KT22 9AE and make sure you include your full address and postcode



Review Date: 2021-01-19
Review Due: 2021-03-05
Model Publication Scheme Class: Class 6: How we make Decisions

How we Engage - Methodologies and Principles


The CCG works in accordance with the NHS England National Guidance that supports staff to involve patients and the public in their work in a meaningful way to improve services, including giving clear advice on the legal duty to involve.


Patient and public participation in commissioning health and care: Statutory guidance for clinical commissioning groups and NHS England.

There are ten key actions for CCGs on how to embed involvement in their work, which are listed below for ease and expanded upon in the guidance:

  1. Involve the public in governance
  2. Explain public involvement in commissioning plans/business plans
  3. Demonstrate public involvement in annual reports
  4. Promote and publicise public involvement
  5. Assess, plan and take action to involve
  6. Feed back and evaluate
  7. Implement assurance and improvement systems
  8. Advance equality and reduce health inequalities
  9. Provider support for effective involvement
  10. Hold providers to account.


As we embed as a single CCG across Surrey Heartlands, a plan of action will be developed with stakeholders and implemented to ensure consistent progress on all ten key actions over the coming years.

You can find out more about how the CCG engages and involves its citizens and patients in particular programmes via the Get Involved section of this website.


Social Research and Public Engagement in service change programmes

Health and care service redesign programmes, whatever their scale, should incorporate a range of core functions/activities to ensure safe, robust and cost-effective delivery of improved, high quality care. These include:

  • clinical leadership
  • financial impact assessments
  • workforce development
  • quality and equality impact assessments
  • information governance
  • communications
  • public and professional involvement and engagement.


pdf Participation Toolkit (1.63 MB)

This toolkit has been designed for Programme Managers across the Surrey Heartlands system to help them consider the value of social research and public engagement so that their programme planning incorporates this function as effectively as possible. It provides information and tools that you can use to check your activity, address any gaps and adapt to your own programme’s needs.

It is also aimed at anyone trying to better understand why effective research and engagement are fundamental to the successful delivery of service improvements.

Not all steps in the toolkit will be relevant to every programme. If in doubt or you just want to talk through options, please Contact Us.


Citizen’s Panels

NHS Surrey Heartlands CCG is part of the wider Surrey Heartlands Health and Care Partnership. This partnership brings local health and care organisations together with councils and voluntary and community groups in order to give staff, patients, their carers, families and members of the public a say in transforming local services whilst supporting everyone to live healthier lives.

This partnership has led to the creation of the Citizen’s Panels, a sample of people who live in Surrey and are able to participate in regular research projects. There are two panels which help inform the health and care services across our area:

  1. A panel that covers the population of the Surrey Heartlands area and is for use by the Surrey Heartlands Health and Care Partnership.
  2. Another panel which covers the whole county and is for the use of the County Council.

Both panels are statistically representative of ‘invited’ residents and are more robust than surveys and consultations that are open to anyone to complete. The panels provide each organisation with its own accurate and responsive tool with which to seek feedback from residents on topics of their choice. Additionally, both panels can be used to quickly recruit participants for focus group or in-depth interviews.

The panel allows the partnership to carry out targeted engagement with residents to help understand the needs of people in more depth which in turn supports organisations to recognise what health inequalities exist and look at ways of tackling these.

For more information about the panel have a look at the Surrey Heartlands Health and Care Partnership website, or Contact Us.



Review Date: 2021-02-12
Review Due: 2021-08-11
Model Publication Scheme Class: Class 6: How we make Decisions

Surrey Children's Community Health Services

Give us your views and feedback


We would like to hear from parents and carers who are using or have recently used children’s community health services. We are running Round Table discussions which will be open sessions, bringing together service users, service workforce and wider stakeholders.

The Round Tables have been divided into School Age, Complex Needs, Early Years and Safeguarding. The dates and times for the Round Tables are below:


School Age Round Tables              

Wednesday 24 March

10:00am to 11:30am


Tuesday 20 April

6:30pm to 8:00pm

Complex Needs Round Tables  

Friday 26 March

9:30am to 11:00am


Thursday 22 April

6:30pm to 8:00pm



Early Years Round Tables


Thursday 25 March

6:30pm to 8:00pm


Monday 19 April 

10:30am to 12:00pm

Wednesday 21 April (FULL)

10:00am to 11:30am


Family Safeguarding Round Tables


Thursday 22 April

10:00am to 11:30am



To book onto the sessions please email: This email address is being protected from spambots. You need JavaScript enabled to view it.


What are Children’s Community Health Services?

Children’s Community Health Services in Surrey comprise a wide range of community-based services that support physical and emotional health and wellbeing amongst children and young people from birth up to 19 years of age and their families and carers. These services focus on:

  • preventing ill health
  • promoting and supporting child development
  • providing targeted and specialist medical, nursing and therapy services.


Children’s Community Health Services are delivered by many different practitioners including:

  • Children’s Community Nurses
  • Children’s Dieticians
  • Children’s Nurses and Healthcare Assistants
  • Developmental Paediatricians (Consultants)
  • Emotional Wellbeing School Nurses
  • Family Nurses
  • Health Visitors
  • Occupational Therapists
  • Paediatric Audiologists
  • Physiotherapists
  • School Nurses
  • Special School Nurses
  • Specialist Health Visitors (PIMHS)
  • Speech and Language Therapists
  • Tongue Tie Practitioners


How are Children’s Community Health Services provided in Surrey at the moment?

The services are for children and young people from birth up to 19 years of age and their parents and carers. They are currently provided by Children and Family Health Surrey (CFHS) under an alliance agreement between CSH Surrey, First Community Health and Care, and Surrey and Borders Partnership NHS Foundation Trust. This arrangement began in 2017. In Surrey we are moving towards an Integrated Care System, a partnership comprising Surrey County Council, Surrey Clinical Commissioning Groups and a range of NHS providers. This gives us an opportunity to work closely together and make services easier to use and navigate. We are already beginning this joined up approach where children, young people and their families experience and receive care for Early Help, Special Educational Needs and Disabilities (SEND) and Emotional Wellbeing and Mental Health (EWMH).

Surrey CCGs and Surrey County Council are considering how best to meet the needs of children, their parents and carers in the future and want to understand what you need from Children’s Community Health Services and how that can best be provided.

We are engaging the public, providers and referrers for feedback and suggestions.

We want to ensure that Children’s Community Health Services meet the needs of our population now and in the future. We want these services to be high quality, accessible to all, responsive and safe.

We know that:

  • separate services and related referral processes can seem overwhelming and confusing;
  • many people don’t recognise that all of these services fall under the same umbrella of care or even that some of them exist at all;
  • for parents, carers and older children making their own enquiries, services can seem detached and disconnected from each other and it takes effort to find out about each service and not everyone has the time, resources or confidence to carry out research;
  • changes in the Health and Social Care system as a result of COVID-19 have impacted how some services are delivered and we need to understand what has worked and what may need to be improved.

We are seeking to design children’s community health services that are fit for the future and ensure the child is at the centre of these services. We want to understand how children, young people and families feel using services and how well they support their needs. We also want to explore how professionals experience local delivery, where the gaps might be, what is working well and what would make a difference.

We want to build on feedback gathered already and gather thoughts on children’s community health services from current service workforce, children, family and carer service users, and professional and community stakeholders across health, social care and education. Our engagement plan aims to:

  • deliver appropriate and accessible engagement for the different target audiences;
  • gather feedback on current services, including the access and referral process and work together to build on this to design services for the future;
  • find out more about the hopes and fears of stakeholders in relation to the design of this area of care.





Review Date: 2021-03-08
Review Due: 2021-09-08
Model Publication Scheme Class: Class 6: How we make Decisions

Primary Care


We believe that communicating and engaging with our local population is key to achieving our vision.


We do this by ensuring our public and stakeholders are at the centre of decisions that shape healthcare services, from planning to delivery.

As a commissioner, it’s really important we listen to local people to find out what services residents need and to ensure their needs are met, and to ensure that we have a true understanding of what people feel is important. Our aim is to be clear, focused and involve residents, patients, carers, member GP practices, staff, the voluntary sector and partner organisations in our communications and engagement.

Achieving our aim will be influenced by how well we engage, listen and act on the feedback from our whole community.


Current primary care projects that you can get involved with:





Review Date: 2020-08-05
Review Due: 2022-02-01
Model Publication Scheme Class: Class 6: How we make Decisions
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