How do I arrange a non-emergency ambulance? The 999 ambulance vs non-emergency ambulance transfer service (NEATS) on transfer day, and the fees
A transfer, discharge or follow-up is non-emergency ambulance transfer service (NEATS), arranged by the hospital or clinic handling your transfer: the Hospital Authority serves patients meeting its criteria, booked by clinical staff; the Auxiliary Medical Service runs a free service applied for via a healthcare professional or medical social worker; other services charge — ask the provider for fees and eligibility. A 999 emergency ambulance is provided by the Fire Services Department, whose ambulances are not used for non-emergency transport (LegCo reply, September 2021).
Emergency or non-emergency? Tell them apart first
In an emergency (critical, needing immediate conveyance) call 999; the Fire Services Department handles emergency calls and urgent hospital-to-hospital transfers, and its ambulances are not used for non-emergency transport (NEATS) (LegCo reply, 15 September 2021).
A transfer, discharge, scheduled admission or follow-up is non-emergency and is arranged separately as NEATS.
Non-emergency transfer (NEATS): who provides it and how is it arranged?
NEATS has several routes with different eligibility and fees; the most practical step is to ask the hospital or clinic handling your transfer which one you qualify for.
| Service | For whom / fee | How to arrange |
|---|---|---|
| Hospital Authority NEATS | For patients meeting the HA's criteria who are mobility-handicapped, or mentally or sensorily impaired, and unable to use other transport (public transport, home vehicle, Rehabus, taxi); service generally about 8am to 9pm | Raise it with clinical staff at the clinic or hospital you attend; if you qualify, staff book it |
| Auxiliary Medical Service (AMS) | Free; for members of the public assessed by a healthcare professional or medical social worker as unable to use other transport, between home and a medical institution, 8am to 5pm daily | A healthcare professional or medical social worker applies on form AMS 52 at least two working days ahead |
| Other charged services (e.g. St John Ambulance for private-hospital patients) | Fee and eligibility: ask the provider | Enquire with and book through the provider |
So who do I contact on transfer day?
First tell the hospital or clinic handling your transfer or discharge, and let clinical staff arrange or book suitable transport for your situation. If you qualify, use Hospital Authority NEATS, or have a healthcare professional or medical social worker apply for the free Auxiliary Medical Service; for private or other charged transport, ask the provider for the fee.
The overall arrangements for transferring during an admission (who to tell, handing over records) are in transferring hospital during admission.
For the documents to prepare when moving between public and private care, see transferring between public and private; for the addresses and emergency services of all public hospitals, see Hong Kong public hospitals list.
Frequently asked questions
Who arranges the ambulance or transport on transfer day, and what does it cost?
In an emergency call 999, handled by the Fire Services Department; a transfer, discharge or follow-up is non-emergency transport arranged by the hospital or clinic: Hospital Authority NEATS booked by clinical staff, the Auxiliary Medical Service free (applied for by a healthcare professional or medical social worker), and other charged services to ask the provider about.
What's the difference between a 999 ambulance and transfer transport?
999 is for emergencies needing immediate conveyance, handled by the Fire Services Department; a transfer, discharge or follow-up is non-emergency transport (NEATS), not via 999, arranged by the hospital or clinic, and the FSD's ambulances are not used for NEATS (LegCo reply, September 2021).
How do I apply for the Auxiliary Medical Service's non-emergency ambulance?
A healthcare professional or medical social worker applies with form AMS 52 at least two working days in advance; the service is free, for people assessed by a healthcare professional or medical social worker as unable to use other transport, between home and a healthcare facility, from 8 am to 5 pm daily.
Who can use the Hospital Authority's non-emergency ambulance transfer service?
It is for patients who meet the Hospital Authority's criteria — with mobility problems or sensory or mental impairment, unable to use other transport (public transport, residential care home vehicles, Rehabus, taxis) — generally from about 8 am to 9 pm; raise it with the clinical staff of the clinic or hospital where you have your follow-up or are admitted, and if you meet the criteria staff book it through the booking system.