For families and carers

When someone you love is taken to hospital, it is normal to feel worried, upset or left in the dark. This page explains what happens and how you can help.

Finding out where they have gone

Our crews take people where their care team has arranged. To protect their privacy, we usually cannot give information about a patient over the phone. The best people to contact are the hospital ward, the person’s care team, or whoever arranged the journey, such as the ward staff or the approved mental health professional (AMHP – a specially trained professional, often a social worker, who organises Mental Health Act assessments).

Their rights

If they are detained, the hospital must explain their rights to them. One person – usually a close family member, but not always – has a legal role called the nearest relative, with some rights of their own, such as being told about the detention and asking for the person to be discharged.

We are a transport service, so we cannot advise on this, but the ward, an advocate or the organisations below can help.

If someone is assessed at home

A Mental Health Act assessment at home is usually carried out by an approved mental health professional and two doctors. You can tell them what has been happening and anything that would help. If the approved mental health professional decides to apply for the person to go to hospital, they arrange the journey, and sometimes that is with us.

If our crew are there, they are not part of the decision. They wait outside or nearby, and only come in if the approved mental health professional asks them to.

How you can help

• Take clothes, toiletries and familiar things to the ward if they left in a hurry.
• Tell the ward about anything important, such as medication, allergies, pets, or children who need looking after.
• Ask about visiting times and the best way to keep in touch.
• Look after yourself as well. Carers’ organisations and local support groups can help.
• If you look after someone, you have the right to a free carer’s assessment from your local council, to see what support you could get. Young carers can ask for a young carer’s assessment.

Questions families ask

Who looks after their home, pets or children?

Our crew cannot look after these. Speak to the approved mental health professional or the local council, which can help make sure a home and belongings are protected, or children’s services if there are children who need care.

Why can’t you tell me where they are?

We have to protect patients’ privacy. The hospital or care team can talk to you, and can share information where the person agrees or the law allows.

Can I travel with them?

Sometimes, if it has been agreed in advance. It depends on the situation, so ask the people arranging the journey.

What if I think something went wrong?

Please tell us. We take every concern seriously and will look into it. You can also raise it with the hospital, or with the NHS organisation that arranged the journey. See Feedback and concerns.

What if I am worried about someone’s safety?

If you are worried about someone while they are with our crew, tell the crew. If your concern is about how our crew behaved, please contact us. For anything else, speak to the ward or your local council’s social care team (children’s services for someone under 18). If someone is in danger now, call 999.

Rethink Mental Illness has a guide to supporting someone in a mental health hospital, and Mind explains the nearest relative and other legal rights.

This page is general information about the law in England. It is not legal advice. If you are in hospital in Wales, some rules are different – for example, informal patients can have an advocate, and appeals go to the Mental Health Review Tribunal for Wales. For help with your own situation, speak to the ward staff or an advocate. If you want to apply to a tribunal, they can help you find a specialist mental health solicitor.