FOI 2026/1834

I am writing to formally request information under the Freedom of Information (FOI) Act 2000.

This request pertains to the upcoming procurement for your Non-Emergency Patient Transport Services (NEPTS). It is my understanding that the contract is scheduled to be brought to market later this year.

Prior to the commencement of the formal procurement process, I would appreciate it if you could provide detailed clarification on the following points:

1. The anticipated commencement date for the NEPTS contract market engagement activities, including a timetable for review, market engagement and tendering.
2. The identity of the current Commissioner or Integrated Care Board responsible for the oversight and delivery of NEPTS within this jurisdiction.
3. The specific individual, department, or commissioning support unit designated to manage the procurement process for this contract.
4. Verified data regarding current patient volumes. Clarification received – Could I please ask for the patient journeys, and if possible, split by mobility type for the past 12 months and if these were carried out the Trust, the Incumbent NEPTS Contractor or a third party. Also, would you have to hand the number of abortive journeys and cancellations please.
5. Recorded levels of patient satisfaction, including summaries of complaints, incidents, and safeguarding issues identified over the last 12 months.
6. Full sets of KPI performance reports used by the Trust or ICB to monitor current NEPTS performance for the past 3 years, per year
7. Contractual spend by the Trust(s) for the past 3 years, per year, as well as a breakdown per supplier or subcontractor if split.

1. The North West went out to market in January 2026. The process has almost completed.
2. NHS Greater Manchester Integrated Care Board
3. North West Ambulance Commissioning Team

NHS Shared Business Services (procurement partner)

4. NHS Greater Manchester does not hold the information requested. This would need to be obtained from the provider, North West Ambulance Service (NWAS) at Freedom of Information – NWAS – North West Ambulance Service
5. NHS GM has received 9 informal patient enquiries related to the service. The number of formal complaints received is considered exempt by virtue of section 40(2) of the FOI Act 2000. Where patient data is 5 or less <5), NHS GM consider this to be exempt as the disclosure of this information may lead to the identification of individuals. This exemption is not subject to the public interest test.

NWAS Service Line Number of Complaints 2025/2026

Patient Transport Services (PTS) 411

90% of all complaints received by the provider were closed within local Service Line Agreement

Further information would need to be obtained from the provider, North West Ambulance Service (NWAS) at Freedom of Information – NWAS – North West Ambulance Service

6. This information is available in the public domain at https://www.nwas.nhs.uk/about/directors/board-meetings/
7. This information is available in the public domain at https://www.nwas.nhs.uk/about/directors/board-meetings/