PTS controller

Go back Torbay and South Devon NHS Foundation Trust

The closing date is 05 February 2026

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, organisational 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.

• 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…