Falck are commited to providing a safe and efficient service in line with all current legislative requirements, and other clinical requirements, ensuring the Health, Safety and Welfare of all employees and service users.

Set out by the CQC, the Provider Handbook and Appendices for Independent Ambulance Providers, our governance arrangements mirror the five CQC domains and key lines of enquiry outlined in the handbook. Our policies make direct reference to relevant legislation and CQC guidance.

To view our most recent CQC Inspection Report please click on this link.

Yes, Falck Group have undertaken a global gap analysis based on our existing IT infrastructure. This has been uploaded on the audit section of our Global Emergency Management System (GEMS) where we have been working to close the gaps that were highlighted. 

Falck have been assessed and approved by QMS International Ltd to the following Quality, Information security and environmental Management Systems, standards and guidlines:

ISO 9001:2015
ISO 27001:2013 
ISO 14001:2015

Falck UK will not use or process personal information in any way that contravenes its notified purposes, or in any way that would constitute a breach of the Data Protection Act. The patient transport service will usually receive the patients name, address, condition and any information that is relevant to your transport and care while you are with our ambulance staff. . In addition, information will be kept by Falck UK for no longer than is necessary for the purpose or purposes for which it was obtained. If you are concerned with the use of your information please contact: Claire Ward Compliance Manager Falck Unit 65, Atcham Business Park, Atcham Shrewsbury, SY4 4UG,UK.

Our Patient Transport Service provides ambulances to patients who need support to reach their healthcare appointment, or for their admission to and discharge from hospital, due to their medical/clinical needs.
If you are eligible you will not need to pay for patient transport.


Patient Transport Services

Patients who meet the eligibility criteria for patient transport in are those who are registered with a local GP and who meet any of the following:

  1. Travelling by any other means would have a serious detrimental affect on the patient’s condition or recovery.
  2. The patient has restricted mobility and is unable to self-mobilise (i.e. is unable to stand or walk more than a few step), including from a pre-existing condition, where it would be detrimental to their condition or recovery to travel by any other means.
  3. The patient requires support from a qualified Non-Emergency Patient Transport Service (NEPTS) crew during the journey and is required to lie down for at least part of the journey or they are a stretcher patient.
  4. The patient is being transferred to another NHS facility and requires medical assistance during the journey.
  5. The patient requires continuous oxygen or other medical gases or intravenous support.
  6. Patient with clearly recognised disabilities who are genuinely unable to travel by private or public transport to and from their appointments
  7. Have a mental health condition or suffer from long term confusion and are unable to travel by private or public transport to and from their appointments or for the purposes of daily living by virtue of this condition


If your ambulance does not arrive please contact the hospital to check that your transport has been booked.

If this has been booked we wil be contacted to check where your ambulance crew are as there may be a a sufficient reason as to why they have not arrived.

In most cases once your clinic visit has been completed the hospital will notify the ambulance service. There may also be ambulance porters on site who will escort you to the PTS ambulance waiting area where our crews will be awaiting your return.

Any planned ambulance transport can be arranged by your General Practitioner (GP), Doctor, midwives for patients who are medically unfit to travel by other means. Alternatively to help support the NHS wherever possible friends, relatives or public transport should be used.

On occasions where this is not possible for example if you are medically unfit then an ambulance may be able to bring you to the hospital and return you home. Any future ambulance transport will require assessment via the hospital.

Our training is recognised as some of the most comprehensive in the industry for ACAs and we achieve 100% compliance.

All members of our ambulance crews will be equally trained as part of our standard training competencies, however on occasion there may instances where your ambulance crew may include a new member of staff who may be on a shadowing programme to allow them to gain real life scenario training.

Falck vehicles are cleaned daily and regularly deep cleaned to the standard specified by the National Patient Safety Agency (NPSA) at our network of CQC accredited ambulance stations.
Our ambulance crews are trained to deliver high quality patient care and maintain patient safety, patient dignity, respect and consent therefore we work hard to try and provide a service that best suits the patient.

A request for a gender specific crew in some clinical circumstances where particularly necessary, this may be possible. However, advance planning will be required therefore, booking must be made in advance atleast 48 hours ahead and you may also have to provide information to support this request.