![](https://emergencyservicestimes.com/wp-content/uploads/2025/05/ESS-Button-resized.png")
The Welsh Ambulance Service has launched an improved SMS text service which will give patients greater interaction with their transport bookings when using the Non-Emergency Patient Transport Service (NEPTS), freeing up call handler time and reducing wasted journeys and emissions as a result.
The SMS service is currently taken up by about a third of patients across Wales with this figure expected to grow as the service is fully rolled out to give all patients access to the improved service.
The two-way service will make the booking process much more streamlined with patients receiving a text confirming the date and time of their transport booking with an opportunity to cancel at that point if they wish.
This initial text is followed by a further reminder text on the morning of the booking request, again offering the opportunity for the patient to simply text ‘cancel’ if they no longer require transport.
In April the service will be further improved as patients will see an additional notification informing them when the vehicle is en route.
“This is a service development that is long overdue and will massively improve the interface between the service and the patient. This will greatly improve our overall quality and service delivery.
“We will also continue looking at ways to enhance the service we offer by looking at other development areas that could improve the overall experience for the patient.”
Karl Hughes, Head of Service for Ambulance Care, Welsh Ambulance Service.
According to the Welsh Ambulance Service, this approach has many benefits: it saves the patient time on the phone, frees up a call handler who would otherwise have taken that call and manually cancelled the booking and crucially, it allows other patients to be allocated the free space on the vehicle. In the last year out of 700k patient journeys, 84k were cancelled, with many of those cancelled on the day making it hard to reallocate to someone else in need.
“The Welsh Ambulance Service is always looking to embrace technology and innovation that can make a real difference to patients and the overall experience they have when using our service.
“Reduced demand on call handlers, real time updates when a vehicle is on its way, quicker and more efficient journey times, reduced fuel costs, fewer emissions and a reduced carbon footprint are just a few examples of how we are achieving this.”
Jonny Sammut, Director of Digital Services, Welsh Ambulance Service.
Read more about Welsh Ambulance Service, in this Emergency Services Times interview with CEO Jason Killens.
