Patient Transport Liaison Officer (Royal Stoke Hospital)

We have a fantastic opportunity for a Patient Transport Liaison Officer (PTLO) to join our team based at Royal Stoke Hospital, Stoke-on-Trent.

Supporting Operational and the Call Centre Operations Team, the Patient Transport Liaison Officer will provide on-site support to the Control team by providing assistance and solutions to patient transport service delivery concerns. They will act as the second point of escalation within the hospital for all patient transport related issues. This includes coordination with Track and Triage, Occupational Therapists, and Care teams to ensure the smooth planning and successful delivery of complex discharges, and communicating with patients within the hospital setting to keep them updated with any details related to their Patient Transport Service Bookings.

This is a full-time, permanent position working 37.5 hours per week (Monday to Friday - 10.00-18.00).

Main Purpose of the Job

• Maximising patient movement in and out of healthcare - utilising the full capacity of the resources.
• Work alongside Trusts, control staff, road staff, and site teams to deliver effective communication.
• Patient care is crucial and should be made a priority.
• Provide solutions and support with a professional approach to difficult situations.
• Answer all enquiries and escalate patient transport service bookings.
• Attend trust bed meetings to feedback pertinent information regarding imminent Patient Transport demands for the coming day.
• Act as the second point of escalation after CCO for all service users to provide clear and concise updates regarding any issue being escalated. This applies to all service users.

Duties and Responsibilities include

• Work with EMED Controllers to deliver the requirements of the day to successfully transfer patients with the allocated resources and deploy crews accordingly to patients' mobilities in a timely manner.
• Communication between the trust and site teams - to determine if patients are ready to travel, can travel together, etc., ensuring safe working practices relating to user care.
• Liaise with control and monitor the Cleric Booking System throughout the day to ensure smooth delivery of service for all users and reduce delays.
• Liaise with control regarding any new and pertinent information that comes available in relation to patients and patient transport bookings, including amending notes on the Cleric Booking System to ensure all information held is up to date.
• Assist with assessments of properties as and when required - uploading information to systems for future information, liaising with site teams.
• Act as a representative of EMED to liaise with patients at the hospital who are experiencing issues or delays on the day of travel to ensure that regular updates are given where required.
• Support the improvement of the service within the hospital setting by providing regular feedback of any obstacles to achieving appropriate service delivery.
• Act as escalation for controllers in the event that they are unable to communicate ETAs/Delays/Queries to any department within the hospital.
• Assist Crews at Hospital Site as and when required to ensure safe and timely service delivery.
• Support the control team in establishing order of priority as and when required by liaising with Site Teams at the hospital.
• Complete 3rd manning journeys, completing patient feedback and vehicle/staff/site audits.
• Be a key figure in relaying information from within the hospital in the event of serious incidents.

To be considered as a PTLO, you will need to have:

• Commitment to patient care.
• Experience of working in a healthcare/hospital setting.
• Thorough working knowledge of Non-Emergency Patient Transport services.
• The ability to plan and prioritise your own workload.
• Excellent communication skills – verbal and written – with the ability to explain decisions made.
• Ability to make decisions based on impact assessment.
• The ability to build effective relationships using influencing skills with key stakeholders.

What benefits can you expect?

• Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000.
• 24/7 online/telephone GP Consultation and access to prescriptions.
• 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway.
• Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
• Access to mental health consultations.
• Access to physiotherapy consultations.
• Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.
• Financial guidance regarding retirement planning, tax savings, and state benefits.
• Long Service Recognition Scheme – recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave.
• Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event.
• Refer a Friend recruitment incentive scheme with financial rewards.
• The EMED foundation, to provide support to colleagues and our local communities.
• Paid holiday entitlement.
• Pension Scheme.
• Blue Light Card.
• Uniform provided.
• EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
• Flu vaccination (through an internal campaign in Autumn/Winter).

Our Values

• Collaborative – we work as one team with a shared purpose to meet the needs of our patients, passengers, colleagues, customers, communities, and the planet.
• Agile – We listen, learn, and adapt to improve the business, each other, and ourselves.
• Reliable – We do what we say we will do; we take responsibility, and we behave with integrity.
• Empowered – We are confident and committed to taking responsibility to deliver the highest quality service.

About Us

The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand; therefore, as a combined business, we are now known as EMED Group. We are the largest Patient Transport and Care Partner to the NHS with circa 4,000 colleagues across 60 depots. Our ambition is to continue developing patient care transport services that improve the health and wellbeing for people across our local communities by providing transport that supports patient care, community support, secure mental health, and medical courier services.

EMED Group is committed to providing services for our patients, service users, clients, and community, supported by employees with an increasing variety of backgrounds. To do this effectively, it is essential that we promote equality and embrace diversity and inclusion and treat all of our employees, patients, service users, and clients with dignity and respect.

EMED Group is committed to encouraging equality, diversity, and inclusion among our workforce, and eliminating unlawful discrimination, with our aim being to be truly representative of all sections of society and our clients, and for each employee to feel respected, valued, and able to give their best.

EMED Group is committed to providing equal opportunities, and we endeavour to provide an inclusive and safe working culture for all.