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Patient Transport

Ambulance Victoria (AV) transports patients in accordance with the Non-Emergency Patient Transport (NEPT) Regulations 2016 and Clinical Practice Protocols (CPPs). Patient Transport maximises the availability of emergency ambulances to response to genuine, time-critical medical emergencies.

AV’s Patient Transport provides services 24 hours a day, 365 days of the year.

AV has in-house walker, walker assist, hoist and stretcher resources which are supplemented by accredited Patient Transport providers:

  • Walker and Walker Assist patients must be able to walk unassisted or with the help of a frame or a stick, be able to climb two steps into a minibus (or comfortably enter and exit a stationwagon with minimal assistance) and are able to 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.Note: These patients may not be suitable for transport 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, or they need to be transported directly to an Emergency Department.
  • Stretcher patients may be low, medium or high acuity and require treatment, monitoring, observation or supervision during transport.
  • Complex Patient Ambulance Vehicles (CPAV) is used for transports where specialist on-board equipment is required. The CPAV crew may assist an emergency ambulance to lift/extract a patient, or be used where patients cannot be accommodated using an alternate platform.

All patient transport is completed under stringent clinical guidelines overseen by the AV Medical Standards Committee.

Patient Transport Bookings

Call taking and dispatch of AV resources is undertaken by the Emergency Services Telecommunications Authority (ESTA) who determine the most appropriate platform for transport of the patient. The Department of Health and Human Services (DHHS) Regulations 2016 require that the transport must:

  1. Be clinically necessary;
  2. The patient must require active clinical monitoring and/or supervision during transport; and
  3. The transport must have been authorised by an appropriate medical professional.

Members of the public are not able to make bookings directly. The party responsible for payment must complete all details, authorise and lodge a Request for Patient Transport.

Contact Details

ESTA Patient Transport Bookings Phone

1300 366 313

ESTA Patient Transport Bookings Fax

1300 366 314

Clinic Transport Services Walker/Walker Assist/Hoist Bookings (Metropolitan Only) Phone

1300 360 929

Clinic Transport Services Walker/Walker Assist/Hoist Bookings (Metropolitan Only) Fax

1300 361 929

Billable Transports

If you are personally responsible for payment and would like a quotation for transport, AV currently works with the following providers (shown in alphabetical order):

  • Health Select – (03) 9874 0668
  • Medical Edge Australia – 1300 427 944
  • National Patient Transport – 1300 628 728
  • Paramedic Services Victoria – 03 9782 4344
  • Royal Flying Doctor Service – 1300 887 678
  • St John Ambulance – 03 8571 2200
  • Wilson Medic One – 1300 262 000

AV has no visibility of quotes provided by Patient Transport providers, and the responsibility for payment is directly between a provider and individuals who contract them to provide a service.

For information on ambulance transport payment guidelines please visit the Victorian Department of Health web site.

Ambulance transport can only be used for patients who have an authorised clinical need to be transported in this way. In other words, it must be clinically necessary for the patient to travel by ambulance. For transport to be clinically necessary, the patient must require active clinical monitoring/care or clinical supervision during transport that is provided by a paramedic, health professional or qualified patient transport officer or attendant.

Members of the public cannot make bookings for Patient Transport directly. Authorisation is limited to health professionals (e.g. a registered medical professional, an AV Paramedic or authorised employee of the Emergency Services Telecommunications Authority, or a Registered Nurse Division 1).

Before authorising a patient for any transport interstate, the referring health professional must contact AV and provide detailed evidence explaining why the patient must attend interstate health services. AV may seek a second opinion.

It is generally not possible to make a booking prior to 07:00 as resources are prioritised for air ambulance patients, renal patients and emergencies. AV recommends changing the appointment to a later time as health facilities understand that there is high demand for transfers in the morning.

AV requires at least an hour transfer time for all bookings, so the earliest the earliest booking that can be made is 07:00 (7am) pick up for a 08:00 (8am) appointment. Travel time may be extended depending on distance involved. For any appointments prior, AV is unable to guarantee that the transport will be there at the requested time and the patient may be late or miss their appointment / surgery.

A very small carry bag (e.g. a cabin bag of 5kg) is allowed, provided it can be safely restrained in the vehicle. It is your responsibility to arrange transport of any other personal belongings, luggage, walking frames or large items they may have.

AV can accommodate the request of a medical officer or registered nurse to escort a patient in accordance with safe work practices, and will make every effort to accommodate requests for a family member to escort the patient. Medical staff who are required during the transport will always take priority.

At times, your booking may be rejected for reasons such as:

  • Early Morning Booking: The booking has been made for a time prior to (07:00) (7am)
  • The booking is billable: Under Department of Health and Human Services guidelines, if the transport is not for a medical reason or is for social reasons, the patient will be charged for the transport. In these instances, patients may contact one of AV’s contracted providers or alternatively make their own arrangements with another provider for transport.
  • Nursing Home to Nursing Home and Airport Transfers: if the patient is not a resident of the state of Victoria or cost of the transport is to be covered by the patient’s private medical insurance, patients may contact one of AV’s contracted providers or alternatively make their own arrangements with another provider for transport.
  • Incomplete Request for Patient Transport: A booking may be rejected if no acuity has been specified, if multiple platforms have been requested, or where there are insufficient details to process a booking (including a patient’s medical condition).