Patient Transport – Booking Form
Welcome to Patient Transport
Ambulance Victoria (AV) transports patients in accordance with the Non-Emergency Patient Transport Regulations 2016 and the Non-Emergency Clinical Practice Protocols (CPPs). Patient Transport can be used for pre-booked appointments or for cases where an urgent emergency response (within 90 minutes) is not required.
AV’s Patient Transport provides services across Victoria 24/7, 365 days of the year. AV has in-house walker, walker assist, hoist and stretcher resources which are supplemented by crews and vehicles provided by licensed Patient Transport providers that are contracted to AV.
AV has platforms available to accommodate patients based on their clinical need and the extent of their ability to ambulate independently, with or without assistance.
Walker and Walker Assist Patients must be able to:
- Walk unassisted, or with the help of a frame or a stick
- Climb two steps into a minibus (or comfortably enter and exit a station wagon with minimal assistance)
- Travel comfortably in a seated position.
Wheelchair confined patients may be transferred by hoist into a Hoist vehicle and are transported with their own wheelchair.
Transports for Walkers, Walker-Assist and Hoists are often delivered by AV’s Clinic Transport Services (CTS) if they are within the Melbourne metropolitan area, and transport is to occur during CTS operating hours.
Please Note: Patients may not be suitable for transport by CTS if they:
- Require intervening treatment, monitoring, IV therapy, oxygen or clinical observations whilst in transit
- Require transport for mental health conditions
- Are unable to travel with other patients for infection control or other reasons
- Need to be transported directly to an Emergency Department
- The patient’s weight, girth or clinical requirements mean that an alternative resource (for example, CPAV) is warranted in the circumstances.
Stretcher patients may be low, medium, or high acuity and require treatment, monitoring, observation, or supervision during transport.
Complex Patient Ambulance Vehicles (CPAV) are used for transports where specialist on-board equipment is required. The CPAV crew may assist an emergency ambulance to lift or extract a patient, or where patients cannot be accommodated using an alternate platform.
All patient transports are undertaken under the stringent clinical guidelines overseen by the AV Medical Advisory Committee and the Department of Health.
Patient Transport Bookings
Bookings for Patient Transport must be made using an online form. Faxed booking requests will only be accepted for bookings needing walkers, walker-assists and hoist transports which will be undertaken by AV’s Clinic Transport Service (CTS) in metropolitan Melbourne.
If it is an emergency, you should contact ‘000’.
The Emergency Services Telecommunications Authority (ESTA) receive bookings submitted by medical professionals for patient transport and dispatch available resources based on the patient’s acuity and clinical requirements. ESTA determine the most appropriate platform for the transport of the patient on a case-by-case basis.
For a booking to be accepted, it must meet the criteria set out in the Non-Emergency Patient Transport Regulations 2016 and the Ambulance Service Payment Guidelines which require the transport must:
- be clinically necessary; and
- the patient must require active clinical monitoring and/or supervision during transport; and
- the transport must have been authorised by an appropriate medical professional.
ESTA Patient Transport Bookings
Phone: 1300 366 313
Clinic Transport Services (CTS) Walker/Walker Assist/Hoist Bookings (Metropolitan Only)
Phone: 1300 360 929
Billable transports are transports that do not meet the Ambulance Service Payment Guidelines and cannot be booked via ESTA. If a patient’s circumstances do not meet the guidelines for patient transport and/or the patient is personally responsible for payment, they can contact a patient transport provider directly to request a quote as to the cost of the proposed transport. Please refer to the public register of licensed Non-Emergency Patient Transport providers for a list of patient transport providers.
Where a transport is billable, the responsibility for payment is managed directly between a provider and individual who contract them to provide a service. AV has no involvement in this process and no visibility over quotes provided by Patient Transport providers.
For a copy of the Ambulance Service Payment Guidelines, see the Department of Health website: https://www.health.vic.gov.au/patient-care/ambulance-services-payment-guidelines
Frequently Asked Questions
The online booking form can be found on the Patient Transport webpage from 16 March 2023 at www.ambulance.vic.gov.au and search for “Patient Transport”
The contact us link is located on the Patient Transport web page. If your booking is for the same day, please contact ESTA on 1300 366 313.
Yes. AV are working towards future enhancements to the booking process, however at this stage CTS bookings for metropolitan transports have not been incorporated into the online booking form. You can access the form here.
Authorisation is limited to health professionals who can make an informed decision about whether there is a genuine clinical need for a patient to be transported by ambulance instead of any other way.
The health professionals who can usually authorise ambulance transport are :
- a registered medical practitioner
- an Ambulance Victoria paramedic/ authorised employee of the Emergency Services Telecommunications Authority
- a registered division 1 nurse (under the Non-Emergency Patient Transport Regulations 2016)
AV Patient Transport services are available to those who are eligible as per the criteria within the NEPT Regulations and Ambulance Payment Guidelines. Further details regarding Patient Transport bookings can be found here.
For bookings involving Mental Health patients, please utilise 1300 336 313.
For all emergency transport requests, please use ‘000’.
No, fax transport requests will not be accepted from the 16th of March 2023. Please use the online form found here. However, Metro CTS bookings can continue to be requested via fax (see above).
Yes. As per the current process, all return transport requests will only be actioned once ESTA receive a confirmation the patient is ready for transport from the requester. This also applies to any recurring return trips.
Yes. You will receive a confirmation email to advise your booking has been received and a further confirmation email from ESTA to advise that your booking has been processed.
No. IHTs should be booked through the hospital’s Health Share Victoria private contractor booking portal. Further details on this can be found here.
No. The current management of Patient Transport resources is confined to a 14-day period. This is under review and any changes will be communicated on the Patient Transport webpage.
The contact us link is located on the Patient Transport web page or email PTBookings@ambulance.vic.gov.au.
If your booking is for today, please contact ESTA on 1300 366 313.