Refreshed Process for Patient and Patient Escort Travel

In line with the priorities set out in our Corporate Strategy, we are committed to further improving the experience for patients and our community.

As part of this commitment, we have reviewed and improved how patient and patient escort travel is processed to benefit our patients. While the national policy has not changed, i.e., the requirements around patient and patient escort travel, we have revised our local processes to make them more patient friendly for people in Orkney.

One of the key changes is how you, as a patient, provide details to us for any patient travel or patient escort travel. Previously, patients were required to call our Travel Administration Team, often leading to concerns from patients around sharing personal, medical information over the phone.

With the updated process, patients will fill out a simple form which limits the medical information required to be shared. The forms are available on our website, from The Balfour directly or can be completed during appointments. These forms can then be returned via email to our Travel Administration Team, or in-person to the Central Reception at The Balfour or to your GP Surgery.

We have worked with our local GP’s and Travel Administration Team to develop the new forms to ensure they are effective and will improve the overall experience for our patients.

Dr Anna Lamont, Medical Director, said "These changes are designed to ensure fairness and consistency for all patients, in line with our obligations under the Highlands and Islands Travel Scheme for hospital appointments. By simplifying the process, we aim to reduce the stress associated with travel arrangements and ensure greater transparency. Importantly, we have been mindful of reducing the need for patients to share personal health information, respecting their privacy while still providing the support they need."

Dr Kirsty Cole MBE, Chair of GP Sub Committee and GP Partner at Skerryvore, said “The new patient travel forms are much more straightforward and allow our patients to self-declare their medical reason(s) for an escort being required. This will avoid delays associated with handing forms in to GP practices for completion. With the new approach patients with chronic persisting conditions can seek approval for a travel escort just once, rather than every time they need to travel. This should streamline the process and also enhance accessibility for those in need of additional support during travel to medical appointments.”

Rachael Moar, Travel Administration Supervisor, said “The Travel Administration Team will always ensure your travel arrangements are in line with the guidance of the three national travel schemes. All three schemes have different criteria, and we are always happy to advise on the different schemes. If you have any queries regarding patient or patient escort travel, please contact the team directly.”

The patient travel webpage on our NHS Orkney website (https://www.ohb.scot.nhs.uk/service/patient-travel) has also been updated with a refreshed patient booklet which highlights the new process and hopefully answers any questions you may have. This booklet is also available in paper format from the Travel Administration Team if required.