Safe Assisted Transport for Older People in Viet Nam: Planning Non-Emergency Care Journeys, Escort Support and Handover

Safe Assisted Transport for Older People in Viet Nam: Planning Non-Emergency Care Journeys, Escort Support and Handover

An older person may have a confirmed hospital appointment, an available vehicle and a family member who has arranged the journey. Yet difficulties can arise before the person reaches the consultation room. There may be stairs at home, no suitable place for the vehicle to stop, difficulty getting into the car or uncertainty about who will provide assistance after arrival.

The return journey can be just as challenging. An older patient may finish an outpatient procedure later than expected, feel more tired than usual or discover that the person responsible for transportation is no longer available. A driver may arrive at the hospital entrance without knowing whether the patient can reach the vehicle independently.

These situations illustrate an important distinction: arranging transportation is not the same as ensuring a safe care journey.

For many older people, attending healthcare appointments involves more than finding a car or taxi. The journey may require help leaving home, boarding and exiting the vehicle, managing mobility equipment, finding the correct department, completing registration and returning safely.

The support required varies considerably. Some older adults travel independently with minimal assistance, while others need a family member, an appropriately trained escort or a vehicle suited to their mobility needs. Age alone does not determine which arrangement is appropriate.

As Viet Nam's population ages, healthcare organizations, residential long-term care providers, home-care services, families and transport operators will increasingly need to coordinate these journeys. The challenge is to provide suitable assistance without unnecessarily restricting independence or treating every older person as someone who requires medical transportation.

The central question is not simply how to arrange a vehicle. It is how to ensure that a planned, non-emergency care journey is suitable for the older person, supported by the right people and completed without avoidable gaps in responsibility.

Understanding Non-Emergency Assisted Transport

Non-emergency assisted transport, as discussed in this article, refers to planned journeys in which an older person needs practical assistance to travel to or from healthcare and related care services.

These journeys may involve outpatient consultations, scheduled diagnostic examinations, rehabilitation appointments, recurring treatments, attendance at community-based day-care services or other planned care activities. They may also include returning home after healthcare services when the treating team has confirmed that the proposed transportation arrangements are appropriate.

Assistance may begin at home or a residential care facility and continue until the person reaches the agreed destination. Depending on individual needs, it may include help with mobility, boarding and exiting the vehicle, carrying mobility equipment, finding the correct department or communicating essential practical information to receiving staff.

Not every journey requires a professional escort. Some older people travel safely with a family member, while others need assistance from appropriately prepared personnel or access to a suitably equipped vehicle.

The important consideration is whether the arrangements match the person's needs and the responsibilities of everyone involved.

A clear distinction must be maintained between ordinary passenger transport with assistance and transportation requiring clinical services.

A journey can be planned and non-emergency while still requiring medical assessment, specialized equipment, clinical supervision or an appropriately equipped medical transport service. Someone who requires clinical monitoring during travel, for example, may not be suitable for an ordinary passenger vehicle simply because the appointment was scheduled in advance.

Conversely, an older person who uses a wheelchair or needs assistance walking does not automatically require an ambulance.

The appropriate arrangement depends on the person's condition, the support needed during travel and the capabilities of the proposed provider.

This article focuses on the operational safety of planned, non-emergency care journeys, particularly those involving mobility assistance, escort support and handover at the destination. It does not establish clinical criteria for ambulance use, address emergency medical transportation or replace the clinical responsibilities associated with interfacility patient transfers.

The Legal and Operational Context in Viet Nam

Safe assisted transport in Viet Nam involves several areas of law and regulation. The applicable requirements depend on whether transportation is arranged privately, provided through a commercial passenger transport service, operated by an organization for its own activities or delivered as part of a regulated healthcare service.

The Law on the Elderly No. 39/2009/QH12, as amended, provides an important legal foundation concerning older people's rights, care and participation in society. The Law on Persons with Disabilities No. 51/2010/QH12, as amended, is also relevant where older people have disabilities or require accessible transportation.

Road transportation is governed by the Law on Roads No. 35/2024/QH15 and the Law on Road Traffic Order and Safety No. 36/2024/QH15, as amended. These laws establish the broader framework for transportation activities, road safety, vehicles, drivers and the responsibilities of people participating in road traffic.

The Law on Road Traffic Order and Safety requires drivers and passengers to use seat belts in vehicle positions equipped with them. This is particularly relevant when selecting vehicles and arranging appropriate seating for older passengers.

Decree No. 158/2024/ND-CP regulates road transport activities, including commercial passenger transport and certain forms of internal transportation. It was amended by Decree No. 218/2026/ND-CP, effective August 10, 2026.

Organizations providing or arranging transportation should determine which requirements apply to their actual operating model. A private family journey, a licensed passenger transport business and a facility-operated vehicle should not automatically be treated as legally equivalent.

Where transportation involves regulated medical activities, additional requirements may apply.

The Law on Medical Examination and Treatment No. 15/2023/QH15 and Decree No. 96/2023/ND-CP, as amended, provide the legal framework for medical examination and treatment activities, including relevant out-of-hospital emergency services.

Circular No. 27/2017/TT-BYT establishes requirements concerning the standards and use of ambulances within its scope.

These regulations are relevant when organizations provide ambulance services or other regulated medical activities. They should not be interpreted as automatically applying in the same manner to every ordinary passenger journey involving an older person who needs practical assistance.

The term assisted transport in this article describes an operational service arrangement. It does not establish a separate statutory service category, authorize medical practice or create an exemption from applicable transport regulations.

The distinction also matters for emergency vehicle privileges. A planned care journey does not acquire emergency road priority simply because the passenger is older, is attending a medical appointment or is traveling in a vehicle ordinarily used for patient transportation.

Personal information represents another important responsibility.

The Law on Personal Data Protection No. 91/2025/QH15 and Decree No. 356/2025/ND-CP, both effective January 1, 2026, provide the current general legal framework for personal data protection.

Transport arrangements may involve names, addresses, contact details, mobility limitations, care needs and health-related information. Organizations should ensure that collecting, using, sharing and retaining such information complies with applicable legal requirements and is appropriate for the intended purpose.

Internationally, NHS England's Non-Emergency Patient Transport Services Eligibility Criteria (2022) and its guidance on mobility categories (2023) provide useful examples of assessing transportation needs and matching transport resources to the assistance required.

These documents recognize that medical conditions, significant mobility difficulties, cognitive or sensory impairments and other circumstances can affect a person's ability to access healthcare safely.

However, NHS eligibility rules, funding arrangements and service classifications belong to the English healthcare system. They do not determine transport entitlements, provider obligations or licensing requirements in Viet Nam.

The World Health Organization's guidance on integrated care for older people also supports individualized assessment of functional ability and care needs. Although it is not a transport-specific standard, its person-centered approach is relevant when planning practical assistance for older people.

For organizations in Viet Nam, the essential principle is that transportation arrangements should reflect individual needs, provider capabilities and the applicable legal framework rather than assumptions about age or diagnosis.

An Assisted Transport Safety and Handover Pathway

A safe non-emergency care journey should be managed as a connected process rather than a collection of separate bookings and informal arrangements.

The proposed Assisted Transport Safety and Handover Pathway brings together six activities: assessing journey suitability, matching the vehicle and support, planning both directions of travel, preparing for and completing the journey, confirming any necessary handover, and reviewing completion or unexpected changes.

The process begins by establishing whether the older person can undertake the journey with the proposed non-emergency arrangements. The next step is to identify an appropriate vehicle, determine whether an escort is needed and clarify who will provide the agreed assistance.

Planning should cover the full journey, including leaving the starting location, reaching the vehicle, traveling, entering the receiving facility and returning home or to another agreed destination when applicable.

During transportation, responsibilities should remain clear. On arrival, assistance should continue to the agreed endpoint, including handover to an appropriate receiving person when ongoing support or supervision is required.

Return arrangements should be planned before departure and confirmed again when the person is ready to travel back.

The pathway is intended to support operational quality improvement. It is not a statutory transport classification, clinical triage protocol or independent certification standard.

Assessing Whether the Journey Is Suitable

The first question is whether the older person can undertake the planned journey safely with the available transportation and support arrangements.

This requires understanding what the person can do independently, where assistance is needed and whether the proposed provider can deliver that assistance.

An older person who walks comfortably inside the home may still have difficulty negotiating steps, reaching a roadside pick-up point or entering a vehicle with a high step. Someone who uses a wheelchair may be able to transfer safely into an ordinary passenger seat, while another person may need a suitable wheelchair-accessible vehicle.

The assessment should therefore focus on the activities involved in the journey rather than relying solely on descriptions such as "walks with assistance" or "uses a wheelchair."

Relevant considerations include the person's ability to leave the starting location, reach the vehicle, board and exit, sit safely during travel, communicate practical needs and reach the intended destination.

The person's ability to understand and manage the journey may also influence the support required. Someone who becomes disoriented in unfamiliar surroundings may benefit from a trusted companion, even when walking independently is not a problem.

However, the need for accompaniment should not automatically be inferred from age, disability or diagnosis. It should reflect individual circumstances, preferences and the activities involved.

The older person's wishes should be sought and respected. Where a legally authorized representative must participate in decisions, the arrangement should follow applicable requirements.

The purpose of the healthcare appointment may also influence transport planning.

An older person attending a routine consultation may have different needs from someone returning after a procedure involving sedation. A person attending recurring dialysis may require different arrangements before and after treatment.

Where transportation follows a medical procedure, the treating team should determine whether the person is ready to leave and whether specific discharge or transportation instructions apply.

A driver or nonclinical escort should not interpret completion of an appointment as proof that any transport arrangement is suitable.

If the person's clinical condition or required support exceeds the capabilities of the proposed service, the arrangements should be reviewed with an appropriate healthcare professional.

A non-emergency journey is not automatically a low-risk journey.

A planned appointment may become unsuitable for ordinary transport when an older person develops concerning symptoms or experiences an unexpected deterioration before departure.

In that situation, appropriate medical assessment or emergency assistance takes priority over maintaining the original schedule.

Matching the Vehicle to the Person's Needs

The vehicle should be selected according to the older person's mobility, seating and support requirements.

A standard private car or taxi may be suitable for someone who can enter and exit safely, remain appropriately seated and use the available seat belt correctly.

Another person may need a vehicle with easier access, adequate space for an accompanying caregiver or suitable arrangements for transporting mobility equipment.

The organization should consider whether the passenger can reach the vehicle, board without unsafe assistance, maintain a suitable seating position and leave safely at the destination.

A vehicle should not be chosen solely because it is inexpensive, readily available or familiar to the family.

In Viet Nam, motorcycles and motorcycle-based passenger services are widely used for everyday transportation. However, they may be inappropriate for older people who cannot safely mount or dismount, maintain a stable riding position or meet the relevant safety requirements.

A person requiring substantial physical assistance should not be placed on a motorcycle simply because it is convenient or can move more quickly through traffic.

Particular consideration is needed when transporting people who use wheelchairs.

A wheelchair intended for everyday mobility is not automatically suitable for use as a passenger seat in a moving motor vehicle.

If a person will remain seated in a wheelchair during travel, the wheelchair, vehicle, access equipment and securement arrangements need to be suitable for that purpose.

ISO 7176-19:2022 provides international technical requirements for wheelchairs intended for use as seats in motor vehicles. ISO 10542-1:2012, including Amendment 1:2021, addresses wheelchair tiedown and occupant-restraint systems.

These standards provide relevant technical references for the situations covered by their respective scopes. They do not replace Vietnamese vehicle requirements, applicable approvals or manufacturer instructions.

Organizations arranging wheelchair-seated travel should verify that the vehicle is appropriately equipped, the wheelchair is suitable for the intended use and personnel are competent to operate the equipment.

Securing a wheelchair and restraining its occupant are separate safety considerations. A belt intended only for positioning someone in a wheelchair should not automatically be treated as an appropriate vehicle occupant-restraint system.

Where a person can safely transfer to a conventional vehicle seat, that arrangement may be considered if appropriate, with the wheelchair transported securely as separate equipment.

Improvised ramps, unsuitable restraints and unsafe manual lifting should not be used simply to accommodate an available vehicle.

For operators regularly transporting wheelchair users, suitable equipment, technical assessment, maintenance and staff training should form part of the service arrangements.

Planning the Journey Before the Vehicle Arrives

Safe transport planning begins before the older person leaves home or the care facility.

The person coordinating the journey should understand the starting location, destination, appointment time, expected duration and assistance required.

In Viet Nam, the location of the home relative to a suitable vehicle pick-up point can be particularly important. Some older people live in narrow lanes where cars cannot enter. Others live in buildings with steps, limited access or upper floors without elevators.

A booking that records only the street address may overlook these difficulties.

The journey plan should identify where the vehicle can safely stop, how the person will reach it and who will provide assistance when necessary.

The same attention is needed at the destination.

A hospital may have several buildings, entrances and service departments. Reaching the correct hospital address does not necessarily mean reaching the appropriate consultation or treatment area.

When assistance is needed beyond the vehicle, the plan should identify whether the driver, escort, family member or receiving organization has agreed to provide it.

This is particularly important because terms such as door-to-door transport can be interpreted differently.

One provider may regard the service as complete when the passenger reaches the building entrance. Another may assist the person into reception. A third may provide accompaniment to the relevant department.

These differences should be clarified before booking, especially when the older person cannot safely continue without assistance.

The appointment itself may affect planning. A diagnostic procedure may require preparation, a recurring treatment may have an uncertain completion time or an outpatient appointment may involve several departments.

Transport arrangements should reflect relevant instructions from the healthcare provider without requiring nonclinical personnel to make medical decisions.

Families and care facilities should confirm whether the receiving organization has specified an escort requirement or any other condition affecting transportation.

Waiting arrangements, access to toilets, mobility equipment, foreseeable delays and communication between the parties should also be considered where relevant.

For some older people, a relatively short journey may require more support than a longer journey with easier access and fewer transfers.

The purpose of preparation is to identify important needs and clarify responsibilities before departure, rather than leaving them to be resolved when difficulties arise.

Defining the Role of the Escort

An escort can make a substantial difference to the safety and practicality of a planned care journey.

However, the term escort should not be used without defining what the person is expected and competent to do.

A family member may provide reassurance, practical assistance and help with communication. A residential care employee may accompany a resident to an outpatient appointment. A paid support worker may assist with mobility, navigation and coordination at the destination.

These arrangements may be appropriate when the support required falls within the person's abilities, preparation and agreed responsibilities.

An escort's role may include helping the older person prepare for departure, ensuring that necessary belongings accompany them, providing mobility assistance within their competence, maintaining communication and supporting the agreed handover.

The escort should also know whom to contact if the planned arrangements change.

For example, if the receiving department cannot locate the appointment or the older person needs assistance that was not anticipated, the escort should have an agreed process for contacting the relevant coordinator.

Where an older person requires continuous supervision, that responsibility must be explicitly assigned. It should not be assumed that a driver can provide continuous supervision while operating the vehicle.

Drivers and escorts may have different responsibilities, even when they work for the same organization.

The driver is responsible for safely operating the vehicle and fulfilling the transport tasks assigned within the service. The escort may provide agreed practical support before, during and after travel.

Neither role should automatically be assumed to include clinical assessment, medication administration or medical monitoring.

Where transportation requires regulated clinical functions, those activities must be performed by appropriately authorized and competent personnel under applicable professional and organizational requirements.

Escorts should receive preparation appropriate to their responsibilities. This may include assisting people with mobility, using relevant equipment, communicating respectfully, recognizing situations requiring escalation, protecting personal information and documenting the completion of a journey.

The required competencies should reflect the actual service rather than applying identical training expectations to every family member, driver and professional caregiver.

An escort should also respect the older person's autonomy. Assistance should be explained and offered rather than imposed, unless the circumstances and applicable legal requirements justify a different approach.

Clear responsibilities help protect both the older person and those providing assistance.

Supporting Safe Boarding, Travel and Arrival

Boarding and exiting a vehicle can be among the most demanding parts of a care journey.

An older person may need additional time to approach the vehicle, position a mobility aid or settle into the seat. Vehicle height, available space, surrounding traffic and the condition of the stopping area can all affect the process.

Assistance should reflect the person's abilities and preferences.

Staff should not attempt to pull, lift or move a person without understanding the assistance required and whether they can provide it safely.

Where specialized ramps, lifting devices or wheelchair equipment are needed, these should be suitable for the intended task and operated by competent personnel according to relevant instructions.

Unsafe improvisation should not be accepted simply to prevent a missed appointment.

During travel, passengers should be appropriately seated and restrained, and mobility equipment and other items should be secured.

The journey must follow applicable road safety requirements. A healthcare appointment or the presence of an older passenger does not justify unsafe driving or unauthorized use of emergency vehicle privileges.

If an escort is present, the seating and support arrangements should allow that person to fulfill the agreed role without interfering with the driver's responsibility to operate the vehicle safely.

For recurring treatment journeys, the assistance needed may change over time or differ between outward and return trips.

This does not mean that every treatment-related journey requires medical supervision. Rather, foreseeable changes in support needs should be considered and the arrangements reviewed when necessary.

On arrival, the transport provider should follow the agreed process for helping the person leave the vehicle and reach the destination.

A driver may have completed the driving component of the journey upon arrival. Whether the assisted transport service has been completed depends on the agreed scope of support and any necessary handover arrangements.

Handover: Knowing When the Journey Is Complete

One of the most important questions in assisted transport is when the transport provider's or escort's responsibility ends.

For an older person who can travel independently, reaching the agreed destination may be sufficient. Not every journey requires a formal handover.

However, when a person needs ongoing assistance or supervision, arrival at a building does not necessarily mean that the journey has been safely completed.

Consider an older resident transported from a long-term care facility to a hospital outpatient department. The vehicle arrives, but the receiving department has not yet confirmed registration, and no one is available to accompany the resident inside.

Leaving that person at the entrance may create a foreseeable gap in support.

In such circumstances, the transport plan should identify where the supported journey ends and who has agreed to provide the next stage of assistance.

The receiving person or service should be identified in advance when a supported handover is necessary.

A practical handover may confirm the older person's identity, intended appointment or destination, assistance still required, relevant mobility equipment, designated contact person and arrangements for the next stage of the journey.

Only information necessary for the agreed support should be communicated.

For example, receiving personnel may need to know that someone requires assistance reaching the consultation room or cannot independently organize the return trip. They do not necessarily need access to the person's full medical history through the transport provider.

Operational handover and clinical handover are different responsibilities.

A transport worker or nonclinical escort may communicate practical information within their role. Clinical findings, treatment decisions, medication changes and medical care instructions remain matters for appropriately qualified healthcare professionals.

Where the receiving organization has established patient reception or handover procedures, transport arrangements should be coordinated with those procedures.

For journeys involving an older person who cannot safely continue independently, completion should be confirmed through an appropriate acknowledgment or another reliable process.

This might involve recording that the designated receiving person has accepted responsibility for the agreed next stage of support.

Such documentation should be proportionate to the service. It should not be presented as a universal statutory requirement for every passenger journey.

When a planned handover cannot be completed, the escort or transport provider should follow an agreed escalation process rather than assume that the receiving organization has accepted responsibility.

A successful handover means that the next stage of assistance is clear and the older person has not been left without support they reasonably require.

Planning the Return Journey From the Beginning

The return journey is sometimes treated as a separate problem to be addressed after the appointment.

For older people who depend on assistance, this can create unnecessary uncertainty.

An outpatient procedure may finish later than expected. The original driver may no longer be available. A family member may assume that the hospital will arrange transportation, while the hospital expects the family to organize collection.

The result may be prolonged waiting or an older person left without suitable support.

Where return assistance is required, arrangements should be made before the outward journey begins.

The plan should identify who will organize return transportation, how collection will be requested, where the person will be picked up and what should happen if the appointment is delayed.

It should also account for the possibility that the person's support needs may change after treatment.

Someone who arrived walking independently may require additional assistance after a procedure. A resident may become fatigued during a long appointment, making the original return arrangements less appropriate.

Where treatment or a procedure may affect readiness to travel, the treating team should determine whether the person is ready to leave and communicate relevant instructions to the patient or authorized caregiver.

The transport provider should not independently determine clinical readiness for discharge.

When the older person returns home or to a residential care facility, the agreed assistance should continue until the appropriate endpoint.

For one person, that may mean reaching the front door. For another, it may involve assistance inside the home or handover to a designated caregiver or residential care employee.

The endpoint should be agreed upon during planning rather than decided after the vehicle arrives.

A completed transport booking does not necessarily mean that the older person's care journey has been safely completed.

Responding to Delays and Unexpected Changes

Planned journeys do not always proceed as expected.

Vehicles may be delayed, appointments may be rescheduled, access routes may become unavailable or the older person's circumstances may change.

Organizations arranging assisted transport should therefore establish a practical process for managing unexpected situations.

If a vehicle is delayed, the older person and relevant caregiver should receive an appropriate update. If the receiving facility cannot accept the person at the scheduled time, the coordinator should determine whether waiting is suitable or whether another arrangement is necessary.

If the assigned escort becomes unavailable, the organization should not automatically transfer that responsibility to the driver.

The response should reflect the person's support requirements and the capabilities of the personnel available.

Changes in the person's health status require particular attention.

New or worsening symptoms such as significant breathing difficulty, chest pain, sudden weakness, loss of consciousness or an acute change in responsiveness may require urgent medical assessment rather than continuation of the planned journey.

Drivers and nonclinical escorts should not attempt to diagnose these conditions or provide clinical care beyond their training and authorized responsibilities.

Where a medical emergency is suspected, personnel should follow appropriate emergency procedures and seek emergency medical assistance.

Transport arrangements should identify whom staff should contact when circumstances exceed the service's capabilities and how the older person will remain supported while suitable assistance is arranged.

If an appointment or journey is canceled, the relevant parties should be informed and any necessary follow-up arrangements clarified.

An organization should not consider an appointment successfully supported merely because a vehicle was dispatched. It should understand whether transport-related difficulties prevented the older person from reaching the intended service.

Protecting Choice, Dignity and Personal Information

Assisted transportation should help older people access care without unnecessarily limiting their independence.

Some older people prefer to travel on their own whenever possible. Others feel more comfortable with a family member or familiar caregiver.

These preferences should be considered alongside the assistance required for the planned journey.

Older people should understand who will accompany them, what support will be provided, where they are going and how the return journey is expected to work.

Communication should be appropriate to the person's abilities and circumstances. Where a legally authorized representative must participate in decision-making, the arrangement should comply with applicable requirements.

Transport personnel should avoid assuming that an older person cannot make decisions simply because assistance is needed.

Privacy is equally important.

Booking systems, transport records, telephone calls and messaging applications may contain personal information, including addresses, contact numbers, mobility needs and details about healthcare appointments.

Under Viet Nam's personal data protection framework, organizations must ensure that the processing and sharing of such information have an appropriate legal basis and comply with relevant requirements.

Access to information should reflect the responsibilities of those involved.

A driver may need to know that a passenger requires additional boarding time or a particular pick-up location. The driver does not necessarily need access to detailed medical records.

An escort may need information about practical assistance requirements without receiving the full details of a person's diagnosis or treatment history.

Transport personnel should also avoid discussing sensitive personal circumstances in public areas or sharing identifiable photographs and journey details through inappropriate channels.

Physical assistance should be provided respectfully, without unnecessary contact or embarrassment.

These principles help ensure that receiving assistance does not mean losing control over personal decisions, information or dignity.

Coordinating Responsibility Between Organizations

Assisted transport may involve several parties, including the older person, family caregivers, a sending organization, a transport provider, an escort and a receiving healthcare or care service.

Difficulties often arise when responsibilities are assumed rather than agreed upon.

A residential care facility may arrange a vehicle but expect the driver to accompany a resident into the hospital. The driver may assume that a family member will be present. Hospital staff may not know that the resident requires assistance after arrival.

The practical solution is to clarify responsibilities before the journey.

The sending organization should identify relevant support needs and communicate the information necessary to arrange appropriate transportation.

The transport provider should confirm that its vehicles, personnel and operating arrangements are suitable for the agreed service and comply with applicable requirements.

The escort, where assigned, should understand the assistance expected during departure, travel and arrival.

The receiving organization should be informed of the agreed handover arrangement where ongoing assistance is necessary. Its responsibilities should be established through applicable procedures or agreements rather than assumed solely because the person is arriving at its premises.

Families may be important partners in coordinating travel, but their involvement should not leave essential responsibilities unclear.

Where transportation is provided commercially, the service agreement should define the scope of assistance, agreed collection and destination points, booking and cancellation arrangements, communication responsibilities, fees, incident reporting and management of unexpected changes.

It should also make clear what the provider does not offer.

For example, a service that provides vehicle transport and boarding assistance should not imply that it offers continuous supervision, complex physical assistance or clinical monitoring unless it has the capability and applicable authorization to provide those services.

Healthcare and long-term care organizations can incorporate these responsibilities into existing service coordination and quality management arrangements.

They may designate a journey coordinator or responsible staff member for complex journeys. This is an operational recommendation rather than a separate position required for every transport service.

The essential objective is that someone can identify the agreed arrangements, respond when problems occur and confirm that the support has been completed.

Three Practical Tools for Implementation

Organizations can improve assisted transport through structured documentation and follow-up without introducing unnecessary administrative complexity.

Three complementary tools can support consistent practice: a Transport Readiness and Booking Record, an Escort and Journey Handover Record, and a Transport Exception and Improvement Log.

These are proposed organizational quality improvement resources. They are not statutory transport forms, clinical authorization documents, accreditation requirements or substitutes for records required under Vietnamese law.

Transport Readiness and Booking Record

A Transport Readiness and Booking Record provides a structured way to confirm that the journey has been adequately planned.

It may document the destination, purpose of travel, appointment time, starting location, relevant mobility needs, proposed vehicle, assistance required and contact details for coordination.

Where an escort is necessary, the record should identify who will provide that support and what the role includes.

The record should also indicate whether the healthcare provider has specified transport-related instructions or whether professional assessment is required before travel.

It should not encourage drivers or nonclinical transport coordinators to make decisions about clinical suitability.

Return arrangements should be addressed at the same stage, particularly when the older person cannot independently organize collection.

For recurring journeys, relevant information can be reviewed and updated as needed, subject to applicable data protection and record-management requirements.

Previous arrangements should not automatically be assumed to remain suitable when the person's condition, mobility or circumstances have changed.

The purpose is to ensure that essential questions have been answered before the journey begins.

Escort and Journey Handover Record

An Escort and Journey Handover Record helps document the completion of agreed assistance.

Depending on the service, it may record departure, the assigned escort, relevant practical support provided, arrival at the destination and completion of any necessary handover.

Where an older person can continue independently, the record may simply confirm that the journey ended at the agreed location.

Where ongoing supervision or assistance is required, the record should identify the receiving person or service and whether the handover was completed.

Important deviations from the original arrangement should also be documented.

For example, if the intended receiving person is unavailable, the record should show how the problem was escalated and what alternative arrangement was agreed.

The same approach may be applied to the return journey.

The objective is not to create unnecessary paperwork. It is to provide a reliable account of whether the agreed support was delivered and whether responsibility was transferred appropriately when needed.

Transport Exception and Improvement Log

A Transport Exception and Improvement Log helps organizations identify problems that occur during planned journeys.

Relevant events may include an unsuitable vehicle, difficulty boarding, an unavailable escort, a transport-related missed appointment, failure to complete an agreed handover or a significant delay in return collection.

The record should describe what occurred, the consequences for the older person, the immediate response and any corrective action required.

Serious incidents or matters involving regulated services must also be managed through applicable incident reporting, professional and legal procedures.

Over time, reviewing these events may reveal weaknesses in booking arrangements, provider selection, staff training or communication between organizations.

Repeated difficulties collecting patients from the same hospital, for example, may indicate that the designated pick-up location is unsuitable or that communication about treatment completion needs improvement.

Recurring escort shortages may show that the organization is accepting journeys without reliably matching staffing arrangements to the assistance required.

The value of the log lies in understanding why problems occur and whether corrective actions prevent them from happening again.

Measuring the Reliability of Assisted Transport

Transport services are often assessed through the number of journeys completed, vehicle availability, travel time and punctuality.

These measures are useful, but they do not fully describe whether older people received appropriate assistance.

A vehicle may arrive on time while the passenger is unable to board safely. A driver may complete the route but leave a person who requires supervision without an agreed handover. A journey may be recorded as completed even though transport-related difficulties prevented the intended appointment.

Organizations should therefore consider indicators that reflect the supported journey rather than vehicle performance alone.

Useful measures may include the proportion of journeys with confirmed assistance arrangements, the frequency of unsuitable vehicle assignments, transport-related missed or delayed appointments, unresolved handover problems and completion of planned return arrangements.

Feedback from older people and family caregivers can reveal difficulties that operational records may not capture.

A passenger may report feeling rushed during boarding, uncertainty about whom to contact after an appointment or discomfort with the assistance provided.

These experiences can help organizations improve service quality without assuming that every problem requires additional equipment or more staff.

Performance measures should reflect the organization's responsibilities and the population served.

A residential care provider coordinating recurring hospital appointments may need different indicators from a commercial transport operator or outpatient clinic.

These measures should not be presented as universal benchmarks or evidence of clinical safety without appropriate validation.

The purpose of evaluation is to determine whether older people can complete necessary journeys with fewer avoidable barriers, appropriate support and clearer responsibility.

Developing Reliable Assisted Transport Arrangements in Viet Nam

The development of assisted transport should reflect how older people and their families actually arrange care in Viet Nam.

Journeys may involve private family vehicles, taxis, contracted passenger transport, vehicles operated by care facilities or specialized patient transport providers.

The availability and suitability of these options vary according to location, provider capabilities and individual needs.

An older person living close to a hospital may still experience considerable difficulty reaching a suitable pick-up point. Another person may travel a long distance for recurring treatment and depend on several family members to coordinate appointments and transportation.

A single transport model is unlikely to meet every situation.

Healthcare and long-term care organizations can begin by reviewing journeys that frequently require additional assistance or generate recurring difficulties.

They can then improve booking arrangements, identify suitable transport providers, clarify escort responsibilities and establish appropriate handover procedures.

For residential long-term care facilities, transportation planning may become a routine part of supporting residents who attend outside appointments.

For community-based day-care services, it may help ensure that participants can reach the service and return home according to their individual support needs.

For outpatient clinics and hospitals, understanding transport-related access barriers may improve arrival instructions, appointment coordination and communication with patients requiring assistance.

These activities should remain focused on the practical journey. They are not substitutes for clinical transfer procedures, discharge planning or medical care coordination.

Families should also be able to understand what a transport service actually provides.

A service advertised as assisted transportation should clearly explain whether assistance is limited to boarding and exiting the vehicle, extends between building entrances or includes accompaniment inside the receiving facility.

If the service does not provide specialized lifting, clinical monitoring or continuous supervision, those limitations should be communicated before booking.

This transparency is particularly important when an older person's needs exceed the capabilities of an ordinary passenger transport service.

The objective is not to medicalize every journey or require professional assistance when it is unnecessary. It is to ensure that transportation and support arrangements match the person, the purpose of travel and the responsibilities of those involved.

Conclusion: Safe Transport Extends Beyond the Vehicle

For older people, accessing healthcare may depend on practical arrangements that receive less attention than the appointment itself.

Someone needs to understand the person's transport requirements, choose a suitable vehicle, arrange assistance where necessary, confirm the destination and ensure that responsibility remains clear throughout the journey.

The return trip deserves the same attention, particularly when the older person may be more tired or require additional assistance after receiving care.

In Viet Nam, improving these arrangements offers an opportunity to strengthen access to healthcare and the quality of support provided across different care settings.

A safe approach does not require every older person to use an ambulance, travel with a professional escort or receive the same level of assistance. It requires the support to be appropriate, agreed upon in advance and reliably delivered.

The proposed Assisted Transport Safety and Handover Pathway provides a practical method for assessing journey suitability, matching transportation and assistance, planning both directions of travel, managing the journey and confirming any necessary handover.

Its value lies in helping organizations move beyond simply arranging transportation toward managing the quality and continuity of the service they have agreed to provide.

Safe assisted transport is not just about getting an older person from one location to another. It is about ensuring that the person can complete the intended care journey with appropriate assistance, dignity and clear responsibility wherever support is needed.

Professional and Regulatory References

Viet Nam

Law on the Elderly No. 39/2009/QH12, as amended.

Law on Persons with Disabilities No. 51/2010/QH12, as amended.

Law on Roads No. 35/2024/QH15.

Law on Road Traffic Order and Safety No. 36/2024/QH15, as amended by Law No. 118/2025/QH15 and reflected in Consolidated Document No. 55/VBHN-VPQH dated March 23, 2026.

Government Decree No. 158/2024/ND-CP regulating road transport activities, as amended by Decree No. 218/2026/ND-CP, effective August 10, 2026.

Law on Medical Examination and Treatment No. 15/2023/QH15.

Government Decree No. 96/2023/ND-CP detailing provisions of the Law on Medical Examination and Treatment, as amended.

Ministry of Health Circular No. 27/2017/TT-BYT regulating the standards and use of ambulances.

Law on Personal Data Protection No. 91/2025/QH15, effective January 1, 2026.

Government Decree No. 356/2025/ND-CP detailing provisions and implementation measures of the Law on Personal Data Protection, effective January 1, 2026.

International

World Health Organization. World Report on Ageing and Health (2015).

World Health Organization. Integrated Care for Older People (ICOPE): Guidance for Person-Centred Assessment and Pathways in Primary Care, second edition (2025).

NHS England. Non-Emergency Patient Transport Services Eligibility Criteria (2022).

NHS England. Non-Emergency Patient Transport Mobility Categories Guidance (2023).

International Organization for Standardization. ISO 7176-19:2022, Wheelchairs — Part 19: Wheelchairs for Use as Seats in Motor Vehicles.

International Organization for Standardization. ISO 10542-1:2012, Technical Systems and Aids for Disabled or Handicapped Persons — Wheelchair Tiedown and Occupant-Restraint Systems — Part 1: Requirements and Test Methods for All Systems, including Amendment 1:2021.

United Nations. Convention on the Rights of Persons with Disabilities, particularly Article 9 on accessibility and Article 20 on personal mobility.

About This Article

This article is published by Healthy Longevity Vietnam (HLVN) as an educational and quality improvement resource addressing the planning, coordination and operational safety of non-emergency assisted transport for older people in Viet Nam.

The proposed Assisted Transport Safety and Handover Pathway, together with the Transport Readiness and Booking Record, Escort and Journey Handover Record, and Transport Exception and Improvement Log, represents a practical approach to organizational assessment and improvement. These tools are not statutory transport standards, clinical triage protocols, official licensing requirements, accreditation requirements or certification schemes.

The article focuses on planned journeys requiring practical transportation assistance. It does not establish clinical criteria for emergency or ambulance transportation, authorize medical procedures, determine an individual's fitness for travel or replace professional assessment where clinical supervision or specialized medical transport is necessary.

The discussion does not constitute legal, clinical or regulatory advice, nor does it assess the safety or compliance of any individual transport provider. Organizations should determine the requirements applicable to their services, vehicles, personnel, licensing arrangements and contractual responsibilities. Matters involving clinical transport suitability, regulated healthcare activities and vehicle modifications require assessment by appropriately qualified professionals.

Legal and professional context reviewed: October 2026.