Overview
The post holder will manage the Trust's daily operations of the Non-Emergency Patient Transport Services (NEPTS), ensuring safe, timely, and cost-effective patient movement that supports discharge pathways and optimises patient experience. Acting with autonomy, they will resolve complex transport issues, system errors and service disruptions, while exercising sound judgment to approve and coordinate appropriate transport solutions. The role involves training and guiding staff, analysing service data, leading investigations and driving continuous improvement. They will provide expert advice at internal and external forums, oversee financial stewardship and collaborate with the Clinical Site Team to address flow challenges. Accountable to the Head of Patient Flow and Discharge, the post holder will demonstrate critical thinking, strong decision-making, and professional leadership in a high-pressure environment to deliver safe, efficient, and patient-centred transport services.
Responsibilities
* Lead and oversee the delivery, compliance and development of NEPTS, resolving service disruptions and ensuring national and Trust standards are met.
* Provide expert advice, train and mentor staff and act as escalation point for complex cases, system errors, and exceptional transport needs.
* Develop, review and implement Trust-wide NEPTS policies and SOPs, embedding best practice into daily operations.
* Investigate complaints, incidents and system issues, analysing data to drive service improvements and risk mitigation.
* Coordinate daily huddles with CSNPs, HALOs and discharge teams, allocating resources and resolving flow-related challenges in real time.
* Critically assess and approve patient transport bookings, applying eligibility criteria, clinical judgment and cost-control measures.
* Lead negotiations and manage relationships with providers, ensuring contract compliance, service quality and financial accountability.
* Represent the Trust in internal and external forums, influencing policy and operational decisions.
* Support site operations by coordinating repatriations, monitoring real-time data and maintaining accurate patient flow records.
* Demonstrate leadership, accountability, and professional judgement, ensuring safe, efficient and patient-centred transport services.
About the Trust
Ashford and St. Peter's Hospitals NHS Foundation Trust serves a population of more than 410,000 people living in North-West Surrey, parts of Hounslow and beyond. Over 3,700 highly trained doctors, nurses, midwives, therapists, healthcare scientists and other support staff make up our workforce, providing a wide range of services across our two hospital sites, Ashford, Surrey and St Peter's, Chertsey, Surrey. We also run many specialist clinics in the community and local community hospitals and other healthcare facilities. Our vision is to be one of the best healthcare Trusts in the country. There has never been a better time to join us in the NHS at ASPH. We are committed to providing continuous professional development and flexibility to shape our workforce around our patient care. We are expanding our theatres at Ashford Hospital and moving towards this becoming our dedicated elective centre. We want to create a state-of-the-art centre for excellence for planned surgical procedures.
Benefits
* Excellent pension scheme and annual leave entitlement
* On-site Nurseries
* On-site staff cafes
* On-site parking
* Support in career development
* Salary Sacrifice schemes including wage stream, lease cars, Cycle to Work schemes and home electronics
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