PTS controller

PTS controller

Main area Patient Transport Grade 3 Contract Permanent Hours Full time - Varied shifts and varied days Job  
-MUEC

Employer Torbay and South Devon NHS Foundation Trust Employer type NHS Site Torbay Hospital Town Torquay Salary £24,937 - £26,598 pa Salary period Yearly Closing 05/02/2026 23:59

The PTS Planning & Control Room Operator is responsible for coordinating patient journeys and managing communication channels within the Patient Transport Service (PTS) and Hospital Car Service (HCS). Working in a dynamic, fast-paced environment, the role involves planning and adapting daily schedules for patient and volunteer transport, ensuring high-quality, accurate, and timely service delivery. The operator handles a large volume of enquiries and bookings, requiring excellent communication, organizational skills, and attention to detail.

The role supports the achievement of efficient transport operations aligned with Trust policies, fostering collaborative relationships with staff, patients, and external agencies. Flexibility in working hours across a 7-day rota is essential to meet service needs.

Journey Planning: Organise and coordinate patient and vehicle journeys in advance and in response to urgent or unforeseen requests.

Real-Time Scheduling: Adapt and re-arrange schedules swiftly to accommodate sudden changes.

Communication: Provide clear verbal directions and updates to PTS staff and HCS drivers via phone, in person, or satellite navigation links.

Enquiry and Booking Management: Handle enquiries and bookings with accuracy, courtesy, and professionalism, ensuring all requests are processed efficiently.

Adherence to Procedures: Follow standard operating procedures, policies, and relevant legislation to ensure safe, compliant, and high-quality transport services.

Collaboration: Maintain effective communication and working relationships with patients, relatives, healthcare staff, external agencies, and the transport team to support seamless operations.

Resource Management: Ensure the appropriate and efficient use of equipment and resources.

Support and Flexibility: Work flexibly within a rota system, covering shifts across all days and times, and support colleagues as needed to meet service objectives.

Record Keeping: Accurately record and update transport and booking information in line with trust standards and policies.

Risk and Quality Improvement: Contribute to clinical governance through incident reporting, risk assessments, and continuous improvement initiatives.

Join a friendly, supportive team dedicated to making a positive difference in patient transport. We value diversity, professionalism, and innovation, offering opportunities for growth and development. Our flexible working environment and commitment to quality care create a rewarding workplace where your skills and dedication truly matter.

Detailed Job Description and Main Responsibilities

The PTS Planning & Control Room Operator plays a crucial role in ensuring the efficient and effective movement of patients and volunteers within the hospital network. This role involves meticulous planning, real-time scheduling, and clear communication to coordinate patient journeys while adapting swiftly to changing circumstances. The operator manages a high volume of enquiries and bookings, requiring accuracy, professionalism, and excellent problem-solving skills.

Working within established policies and procedures, the role supports the delivery of high-quality patient transport services, fostering collaboration with healthcare professionals, external agencies, and transport staff to meet the Trust’s operational standards.

Main Responsibilities:

• Journey Planning: Organise and coordinate patient and vehicle journeys using manual or computerised systems, managing over 200 journeys per shift.
• Real-Time Scheduling: Adjust schedules promptly in response to last-minute changes, cancellations, or urgent requests, maintaining seamless service.
• Communication: Provide clear verbal instructions and updates to staff and drivers via phone, face-to-face, or satellite navigation links.
• Enquiries and Bookings: Handle approximately 500,000 bookings and enquiries annually with accuracy, courtesy, and efficiency.
• Policy Compliance: Follow Standard Operating Procedures, policies, and relevant legislation to ensure safety and quality standards.
• Collaboration: Maintain effective communication with patients, relatives, healthcare staff, external agencies, and transport teams.
• Resource Management: Use equipment and specialist systems effectively, ensuring the optimal use of resources and vehicles.
• Flexibility: Work flexibly across a 7-day rota, covering various shifts to meet service demands.
• Record Keeping: Accurately document all bookings, changes, and relevant information in accordance with trust standards.
• Risk Management: Contribute to clinical governance by reporting incidents, participating in risk…