Patient Transport Liaison Officer (Royal Stoke Hospital)

Position: Patient Transport Liaison Officer (PTLO)
Location: 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 assisting with patient transport service delivery concerns and acting 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 smooth planning and successful delivery of complex discharges while 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 by utilising the full capacity of the resources.
• Work alongside Trusts, control staff, road staff, and site teams to deliver effective communication.
• Ensure patient care is 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.

Duties and Responsibilities include:

• Work with EMED Controllers to successfully transfer patients with allocated resources and deploy crews accordingly to patients’ mobilities in a timely manner.
• Facilitate communication between the trust and site teams to determine if patients are ready to travel, ensuring safe working practices related to user care.
• Liaise with control and monitor the Cleric Booking System to ensure smooth delivery of service and reduce delays.
• Assist with assessments of properties as needed and upload information to systems for future reference.
• Act as a representative of EMED to liaise with patients at the hospital experiencing issues or delays on the day of travel, ensuring they receive regular updates.
• Support service improvement by providing regular feedback on obstacles to achieving appropriate service delivery.
• Act as escalation for controllers in case of communication issues with ETAs/Delays/Queries to any hospital department.
• Assist crews at the hospital site as needed to ensure safe and timely service delivery.
• Support the control team in establishing order of priority by liaising with site teams at the hospital.
• Complete 3rd manning journeys, patient feedback, and vehicle/staff/site audits.
• Relay 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 in a healthcare/hospital setting.
• Thorough working knowledge of Non-Emergency Patient Transport services.
• Ability to plan and prioritise own workload.
• Excellent communication skills – verbal and written – with the ability to explain decisions made.
• Decision-making skills based on impact assessment.
• Ability to build effective relationships using influencing skills with key stakeholders.

What benefits can you expect?

• Life Assurance providing 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 during treatment.
• Cash-plan benefits for illness and recuperation, including dental, optical, chiropody.
• Access to mental health consultations.
• Access to physiotherapy consultations.
• Access to legal advice on domestic issues.
• Financial guidance regarding retirement planning, tax savings, and state benefits.
• Long Service Recognition Scheme for continued service after 5 years.
• Values-based Internal Recognition Scheme with financial rewards.
• Refer a Friend recruitment incentive scheme with financial rewards.
• The EMED foundation to support colleagues and local communities.
• Paid holiday entitlement.
• Pension Scheme.
• Blue Light Card.
• Uniform provided.
• EAP (Employee Assistance Programme) for health and wellbeing support.
• 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 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 as EMED Group. We are the largest Patient Transport and Care Partner to the NHS with approximately 4,000 colleagues across 60 depots. Our ambition is to continue developing patient care transport services that improve health and wellbeing for people in our local communities.

EMED Group is committed to providing services for our patients, service users, clients, and community, supported by employees from a variety of backgrounds. We promote equality, embrace diversity and inclusion, and treat all employees, patients, service users, and clients with dignity and respect.

We are dedicated to encouraging equality, diversity, and inclusion among our workforce, eliminating unlawful discrimination, and aiming to be representative of all sections of society.