Patient Transport Service (PTS) Call Handlers support elderly, sick and vulnerable service users by arranging transport so that they are able to attend clinics, day centres and hospital appointments.
Patient Transport Service (PTS) Call Handlers work with a wide variety of other healthcare professionals to book transport for non-emergency discharges, transfers and admissions to and from the hospital.
Working life
Based in a central ambulance service office, you’ll handle requests for transport from patients and their relatives and also from healthcare professionals such as nurses, you will also record patients’ details accurately, usually using a computer.
Patient Transport Service (PTS) Call Handlers may speak directly to the patients themselves and will also deal with GPs, medical and non-medical health centre staff, Patient Transport Service crews, voluntary ambulance car drivers, hospital departments and other healthcare professionals.
You will decide which type of vehicle is appropriate for each patient depending on their mobility needs and state of health and plan the trips to make the most efficient use of the vehicles and drivers you have available on the day.
Working as a Patient Transport Service (PTS) Call Handler means that you will work under pressure a lot of the time, thinking fast and multi-tasking, and keeping a running check on the service and location of all vehicles in your charge.
Requirements
Becoming a Patient Transport Service (PTS) Call Handler has no set entry requirements, but NHS and Social Care employers will expect good literacy, numeracy as these are an important part of working as part of the Patient Transport Service (PTS) Call Handler team. Depending on the role, some employers may ask for GCSEs or equivalent qualifications. When applying for a role as a Patient Transport Service (PTS) Call Handler, there may be other skills or qualifications required but this will depend on the role and the team in which the role sits.
Employers may require you to have some relevant work experience or knowledge of having worked in a similar role previously. If you are considering a role as a Patient Transport Service (PTS) Call Handler, it is a good idea if you can demonstrate where you have previously worked or volunteered in a role with the elderly or with disabled people.
Working as a Patient Transport Service (PTS) Call Handler will provide further opportunities to develop your career through apprenticeships and internal training and there are sometimes other ways to access employment as a Patient Transport Service (PTS) Call Handler such as traineeships or internships depending on the Trust you work for.
Personal characteristics
To work successfully within the Ambulance Service team, you need to consider your own personal characteristics. You would need to have the following attributes or similar:
- Be accurate and methodical and have good attention to detail
- Be able to work as part of a team but also able to use your own initiative
- Be willing to follow procedures and take instruction from senior team members
- Be able to work with all people from various backgrounds with different experiences
Skills required
To work successfully with the Ambulance Service, you need to consider the skills that you have. You would need to demonstrate the following:
- Be well organised and able to plan your time
- Be able to communicate with a variety of people using different methods
- Have positive customer service skills
- Be patient, caring and kind
- Be physically fit
- Be able to reassure those who may be anxious
- Be able to manage challenging behaviour
Training and development opportunities
When you begin to work as a Patient Transport Service (PTS) Call Handler, you will receive the training you require to be able to undertake the role successfully. You will receive an induction which will introduce you to the department you will be working in, will support you in accessing the IT systems and will ensure you are aware of the policies and procedures you will be required to follow in the undertaking of your role. You will also have to complete any statutory and mandatory training that your employer requires such as fire training, data security training and customer service.
Career development opportunities
Once you have experience working as a Patient Transport Service (PTS) Call Handler, there are many other roles you could progress into. You could lead a team, become a supervisor or develop your career into management. With further experience, you could become a duty manager, responsible for the call centre during a shift.
You could look to move within the other call centres (NHS111 or 999) or train to become an emergency medical dispatcher/call handler, dealing with calls to the emergency ambulance service.
You could look to move within the operations team and undertake further training to become an emergency care assistant if you choose. With more experience and training, you could apply to train as a paramedic. You would need to pass entrance exams and meet other requirements before being accepted onto a paramedic course.
Pay and benefits
Patient Transport Service (PTS) Call Handlers usually work around 37.5 hours per week. Depending on the role and the setting you work in, you may be required to work shifts, nights, evenings or weekends.
Patient Transport Service (PTS) Call Handlers in the NHS are paid using the Agenda for Change (AfC) system and will typically start their career on AfC band 2 or 3 but with experience, further training and additional qualifications, can progress further up the pay scale.
Other benefits of working within the Ambulance Service include access to a pension scheme, health service discounts such as a Blue Light Card and 27 days of annual leave in addition to bank holidays.