Safety & Suitability

Our Responsibility

Safety Is Not Optional

CareRide UK is a non-emergency patient transport service. We are not a medical service, and we are not equipped for emergencies or complex clinical needs. That distinction matters — not because we want to turn people away, but because operating within our competency is how we keep every passenger safe.

Before every booking we ask for honest information about the passenger’s condition, mobility and any assistance they require. This isn’t bureaucracy — it’s how we make sure we can deliver the journey safely and that no one is placed in a situation that puts them at risk.

If you are ever in doubt about whether a passenger is suitable for our service, please contact us before booking. We will always have an honest conversation and, if needed, point you towards a more appropriate service. We would far rather take that call than arrive at a door and be unable to safely complete the journey.

Passenger Suitability

Who We Can & Cannot Transport

We ask that you read this section carefully and contact us if you have any uncertainty about a passenger’s suitability.

Passengers We Can Transport

Mobile patients who can walk independently
Passengers needing light assistance getting in or out of the vehicle
Stable individuals attending planned, non-emergency appointments
Care home residents attending routine medical visits
Passengers who can remain comfortably seated throughout
Patients being discharged from hospital in a stable condition
Passengers using walking aids or light mobility equipment

Passengers We Cannot Transport

Emergency medical cases — always call 999 immediately
Bed-bound or stretcher-dependent passengers
Patients requiring active medical monitoring during travel
Patients dependent on oxygen or needing clinical intervention
Individuals with highly infectious or communicable conditions
Passengers who are medically unstable or at risk of deterioration
Individuals who are confused, aggressive or pose a safety risk to the driver

Please Be Honest When Booking

When booking on behalf of another person, please provide accurate and complete information about their condition and mobility. If a passenger’s actual situation differs from what was described and we are unable to safely complete the journey, a call-out fee will apply. We are never punitive — but accurate information is essential for everyone’s safety.

Our Commitment

How We Keep Passengers Safe

Safety isn’t just a policy for us — it shapes every decision we make from booking to the end of the journey.

Suitability Check at Booking

When you book, we ask specific questions about the passenger’s mobility, condition and any assistance needed. This allows us to prepare correctly and assign the right support before we arrive.

Right to Decline a Journey

If we arrive and determine the journey presents a safety risk that was not disclosed at booking, we will not proceed. A call-out fee may be applied in these circumstances. This policy exists to protect everyone involved.

Emergency Protocol

CareRide UK drivers are not medical professionals. If a medical emergency occurs during a journey, the driver will stop in a safe location and call 999 immediately. We do not attempt to provide medical treatment.

Passenger Comfort Checks

Our drivers check on passengers throughout the journey. If a passenger shows signs of distress or deterioration that concern us, we will stop the journey and take appropriate action.

Infectious Conditions

For the safety of our drivers and other passengers, we cannot transport individuals with confirmed highly infectious or communicable conditions. Please inform us at the time of booking if this may be relevant.

Honest Conversations Welcome

If you are not sure whether a passenger is suitable for our service, please call us before booking. We will be honest with you, and if our service is not the right fit, we will do our best to suggest an alternative.