Islay Patient Transport Booklet

Patient Travel
from Islay
What you need to know

CONTENTS
Your hospital letter (page 2)
Booking your transport (page 3)
What you need to take (page 4)
Your travel (page 5)
Connections (page 6)
At your appointment (page 7)
Your return journey; when you get
home (page 8
Troubleshooter and useful
numbers(page 9)
1

You have been referred to
an NHS hospital off the
island
You will receive a letter from the hospital to
which you have been referred
CHECK
Your name, address, date of birth
Which hospital you have been referred to
Which clinic you have been referred to - are these where you
expected to be?
Date and time of your appointment
Any pre appointment requirements ie fasting
Any advice regarding procedures i.e if you need an escort
after anaesthetic
If you do not recognise any details of the appointment or have any
queries regarding your appointment either contact the Surgery that
referred you or use the contact number on the letter.
You now need to decide how you are going to travel off the island. This may
depend on the time of the appointment or where the appointment is. If the
appointment time means the trip cannot be done in one day, ring the
department you are attending and ask if it can be changed. Hospital staff are
usually very helpful and recognise the difficulties of travel from an island.
2
The NHS fund travel contributes to the costs for medical
appointments off the island (except for the first £10 of the cost unless
you are in receipt of certain benefits)
See NHS Highlands and Islands Travel Policy
Escorts
There are criteria for having an escort and the Patient Travel team at
Islay Hospital should be able to advise you.

How to
book
your
transport
FOR FLIGHTS TO
GLASGOW
Email Patient Transport ptc.islay@nhs.scot . Attach a copy of your
appointment letter
( a photo from your phone is acceptable) Clearly state
Date and times you need your flights (AM ,PM) to fit around your appointment
Your CHI number ( found at the top of your hospital letter)
Your full name and your mobile number
You can also go into Islay hospital with your letter and Patient Transport staff
will help you.
If you need a wheelchair specify that you need ‘Special assistance’ on your
email
Await their response, bearing in mind their opening hours ( Mon - Thurs
8.30am- 4.30pm & Friday 8.30am - 4pm) and check the ticket details that
they will email
For Ferries
As soon as you receive your appointment letter, either take it to Patient
Transport at the Reception window at Islay Hospital or email them as above
and ask for a Travel Warrant.
They will issue you with a travel warrant for a Calmac ferry crossing
Take the Travel Warrant to a Calmac Port office who will book your crossing
using the number at the top of the warrant and issue you with a boarding
ticket.
An alternative is to book your ferry in the usual way online, then claim the
ferry fare on the Patient Travel Expenses Claim Form which you can collect at
your appointment hospital. Escorts and Taxis need prior approval of Islay
Patient Travel Team.
Calmac staff usually do their very best to get your vehicle on for a medical
appointment, but if its an urgent appointment ( less than 3 weeks) and there
is no availablity left there is a Calmac ‘Urgent Medical Appointment’
Protocol
http:www.calmac.co.uk/en-gb/travel/urgent-medical-
3

WHAT YOU NEED
TO TAKE WITH YOU
Your travel documents including your Patient Travel
Expenses Form
Your letter of appointment from the hospital
Photo ID - ie Passport, Saltire card, Driving licence
Money, including Debit/credit card
Suitable outdoor clothing
House keys
Wet wipes
Relatives’ contact details and emergency numbers
Overnight bag with essentials such as nightwear toiletries
Any medication that you will need. It’s advisable to take a good
supply in case of delays or overnight stay
Phone and charger
Books, magazines, you might have a long wait.
OK you are ready to go!
Do you need transport to the port or
airport? contact Islay Transport Volunteers
4
Rona Meikle
07353194659
10am-12pm

If you are flying
Check in at Islay Airport & Loganair desk in Glasgow
at least 40 minutes before your flight however allow
extra time if you require passenger assistance
If you have booked passenger assistance there
should be a wheelchair waiting for you, if not, its not
too late to book one at the Logan Air Desk
Make sure you have your photo ID with you
If you or someone you are travelling with has a
hidden disability,(Neurodivergences, Dementia,
Learning difficulty) inform Loganair, and airport staff
will be there to support you.
If you are going by Ferry
You should have your booked tickets with your travel
warrant. The staff at the ferry terminal will help and
advise you.
If you are taking a car, remember you need to be at the
port at least 30 minutes before departure. Foot
passengers need to be there at least 10 minutes before.
If you need to use the lift or have mobility issues tell the
ferry marshal and he will instruct you to put your hazard
warning lights on when boarding.
If you are catching the 926 Citylink bus from
Kennacraig to Glasgow it is advisable to book
your seat prior to travel. www.citylink.co.uk
tel :0871 266 3333
The 926 has a toilet on board and it will also have a
maximum 10 minute stop at Inverary. The public toilets
are on the Quay, next to the car park but you will usually
need 50p to spend a penny!
5

When you get there
L
Glasgow airport
If you have booked passenger assistance, there should be a wheelchair at
the aircraft waiting for you, with an assistant from OCS Passenger
Assistance.
Use public transport to and from the hospital and keep ALL your receipts.
Bus 500 goes from outside the airport to Buchanan Street terminal. Stop
2 is Central Station that will connect you to trains for the Beatson. Bus 77
goes to the QUEH.
The information desk at Buchanan Street will advise of your onward
travel to your hospital i.e stance and time
www.travelinescotland.com will help you plan your journey for all
hospitals
You may be eligible to be reimbursed for Taxi travel, for instance if you
have a weakened immune system, mobility issues or visual disability.
You will need prior approval for taxi travel from Patient Transport at Islay
Hospital
If you are using a taxi, there is a taxi rank outside the main terminal,
however these are often expensive. Other taxis that are preordered can
be picked up from the carpark opposite.
From Kennacraig
If you need assistance on board the ferry, please ask a member of
staff, they are usually very helpful.
The bus stop for the Citilink bus to Glasgow is situated outside the
ferry terminal office.
If travelling by car, make a note of your journey on the mainland,
start and end points. You will be reimbursed £14p per mile.
If you need to travel to Oban or Lochgilphead, Mid Argyll Transport
Volunteers (MATV) may be able to pick you up at Kennacraig and
take you to your appointment.
07377663582
Keep all receipts!
6

At your Appointment
You must get your Patient Travel Expenses form
stamped with a hospital stamp and signed by a
member of staff at the hospital.
You can also collect a Patient Travel Expenses
form from the Cashiers Office at your
appointment hospital. Fill it in and ask them to
sign and stamp it showing them your
appointment letter.
Politely inform staff of the time of your return
journey, in case appointment times run over. You
will find hospital staff very accommodating.
If you need to stay overnight before or after
your appointment
As well as the usual Air BnB type sites, Premier Inn and Travel
Lodge the following have been of assistance:
Port Cottage and Kitty’s Cabin PA4 9LX
lyndseymartin74@yahoo.com 07957944463
Leonardos (aka The Pond) 0141 334 8161
Kennacraig :
The Moorings B+B 01880 820756
Bluebell Cottage B+B 01880730362
Starfish Tarbert 01880 820324
These are not recommendations but some numbers you
might try.
You may be able to be reimbursed the cost of an overnight stay
but please be aware that you will only be reimbursed £60 per
night.
If you stay with family or friends you can claim £10 a night.
Please refer to the Travel Scheme Policy available on the NHS
Highland website for up to date information
http://www.nhshighland.scot.nhs.uk/your-services/relatedservices-and-accessibility/travel-and-transport/financialassistance-with-patient-travel/#Entitlementtofinancialassistance
7

Your return journey
Glasgow Airport
Opposite the check in desks there is a help
point to ask for assistance if you are not feeling
well or have mobility problems. Staff will
provide you with a wheelchair and a very
cheerful assistant to take you through the
airport.
They will also provide you with a sunflower
lanyard for hidden disablities
There are other help points situated around the airport
Drop off point (x3)
Coach drop off point (x2)
Within car parks 1,2 and 3
Central forecourt bus stands
Long stay car park 4 beside bus shelter
Changing Places
At the main help point opposite the Logan Air desk you can ask to borrow
the key for the ‘Changing Places’ spacious and well equipped toilet and
showering facility designed for those needing extra mobility equipment
or accompanied by a carer. Details can be found using this link
http://www.glasgowairport.com/special-assistance
When you get home
When you get home you will need fill in your Patient Travel
Expenses Form and post it to Lochgilphead , address at the
bottom of the form, with all your receipts.
your claim form must be submitted within 3 months of your
appointment
NB they don’t usually pay the first £10 of any claim
8

Trouble shooter!
So its not gone to plan..............?
If you need to cancel or change your flight or ferry you need to
contact Islay Patient Travel Team during office hours 01496 301001
You must also inform Calmac of a cancelled booking.
Outside office hours contact Logan Air direct on 0344 800 2855 (Sat
8am -2pm Sun 10am - 5pm) or Calmac 0800 066 5000 (Mon - Fri 7am-
9pm Sat Sun 8am - 8pm)
Your flight is cancelled or delayed You are entitled to care and
assistance from the airline including meals and refreshments if the
delay is over 2 hours. The airline must also provide you with hotel
accommodation meals and transport where an overnight stay is
necessary. If they cant get you on the next flight, the airline will
transport you to Kennacraig as a foot passenger.
If you have to arrange an urgent flight outwith Patient Transport
working hours DO NOT use your Air Discount Scheme. If you do, the
cost will not be reimbursed by NHS Highland.
Useful numbers
Islay Patient Transport 01496 301001 email ptc.islay@nhs.scot
Logan Air 0344 800 2855 Islay Airport 01496 302022
Calmac 0800 066 5000 Port Askaig Office 01496840536 (option2)
Port Ellen Office 01496730172 (option2 )
Citylink 0871 266 3333 www.citylink.co.uk
Firstbus 0345 646 0707 www.firstbus.co.uk
Hospitals : this number will be on your hospital letter.
Taxi numbers
Glasgow Taxis 0141 429 7070
Renfrew Taxis 0141 812 7755
Glasgo cars 0141 332 5050
Wright Taxi Vale of Leven 01389 721020
+123-456-7890
For Islay Taxis numbers are available at Islay Airport. www.reallygreatsite.com
NB any transport on Islay cannot be reimbursed. hello@reallygreatsite.com
A very good website that gives more specific information is
123 Anywhere St., Any City, ST 12345
https://cancersupportgroupislay.co.uk
YOUR PERSONAL NUMBERS
9

The information in this leaflet has been compiled
and provided by Islay Connections. We believe that it
is correct in the time of going to press
Please make it personal to you and add any
information that you find useful.
Thanks to Islay Connections - Sandra Taylor ,Chris
Abell, Gill Chasemore, Angus MacTaggart
Cancer Support Group Islay
Jo O’Farrell and
in memory of Jennifer Gilles
Ileach - Brian Palmer
Islay Medical Services
Islay Patient Transport
Islay Ferry Committee (ICC)
NHS Highland
Islay Airport
Calmac
If you have any comments or suggestions
please visit our website
www.islayconnections.org
Version 2 - 2025