Job summary
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.
Main duties of the job
* 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 judgement 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 us
Ashford and St. Peters 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.
We can offer you the full range of NHS benefits/discounts and in addition:
* 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
Job responsibilities
As Transport Officer, lead the implementation, operational oversight and strategic development of NEPTS across the Trust. Exercise autonomy to resolve service disruptions, negotiate with multiple providers and ensure compliance with national frameworks and Trust standards.
Provide expert advice and operational leadership. Independently train, mentor and assess staff, ensuring adherence to national standards and Trust frameworks. Act as the escalation point for complex cases and system errors requiring professional judgement.
Actively participate in the development, review and implementation of Trust-wide NEPTS policies and SOPs. Influence policy decisions, ensuring they reflect national requirements and are embedded into daily operational practice.
Lead monitoring and interpretation of complex data, investigate complaints, incidents and system errors, and produce detailed reports with recommendations. Act on findings to implement service improvements and mitigate future risks.
Coordinate daily huddles with CSNPs, HALOs, the Discharge Team and other key stakeholders exercising authority to prioritise and allocate resources. Provide real‑time advice and direction to stakeholders to resolve immediate operational challenges.
Critically assess and approve transport bookings, applying NEPTS eligibility criteria and professional judgement. Escalate and resolve disputes or exceptional cases independently, ensuring appropriate, patient‑centred outcomes.
Assess patients, authorise and monitor private transport use, applying cost‑control measures and auditing processes. Ensure decisions are evidence‑based, financially responsible and aligned with patient safety and Trust governance.
Represent the transport service at internal and external forums, advising key stakeholders and influencing system‑wide decisions.
Collaboratively manage initiatives, applying critical thinking to design, implement and evaluate service improvements. Ensure outcomes contribute directly to the Trusts transformation agenda.
Act as mentor and coach, fostering a culture of accountability, innovation and continuous improvement with ward and departmental teams regarding patient transport service.
Support relationship management with external providers, holding them to account for contract compliance, service quality and cost‑efficiency. Escalate and resolve disputes where necessary.
Person Specification
Qualification and Further Training
Essential
* Post‑graduate qualification in Transport Management, master’s or equivalent qualification.
* Advanced keyboard skills to RSA level 2/3 or equivalent experience.
Desirable
* PRINCE2 Foundation and Practitioner certification or equivalent project management course.
Experience
Essential
* Proven ability to lead and embed system or process changes, delivering measurable improvements in patient flow, safety or operational efficiency.
* Demonstrated experience of building and leading effective partnerships across multi‑professional teams, promoting collaboration and joint ownership of service improvements.
* Advanced knowledge of Microsoft Office software, particularly databases, Excel & PowerPoint.
* Skilled in using Cerner, eRS, DATIX and other clinical/operational systems to support patient flow, monitor safety and drive service improvement.
Desirable
* Demonstrated ability to lead and implement complex change initiatives, delivering measurable improvements in service quality, efficiency or patient outcomes.
* Knowledge of Trust‑wide and Transport Provider Health and Safety policies and requirements.
Skills and other requirements
Essential
* Excellent communication skills, both written and oral, including the ability to liaise and negotiate.
* Strong time‑management skills, with the ability to prioritise and balance competing demands in a fast‑paced environment.
Desirable
* Expert knowledge of NEPTS contracts and ability to negotiate effectively with service providers.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary to submit for Disclosure to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Ashford & St. Peter's Hospitals NHS Foundation Trust
Address
St. Peter's Hospital
Guildford Road
Chertsey
KT16 0PZ
Employer's website
https://www.ashfordstpeters.nhs.uk/ (Opens in a new tab)
Details
Date posted
04 February 2026
Pay scheme
Agenda for change
Band
Band 6
Salary
£40,617 to £48,778 a year pa, inc. HCAS
Contract
Permanent
Working pattern
Full‑time
Reference number
323-AC8022-SK
Job locations
St. Peter's Hospital
Guildford Road
Chertsey
KT16 0PZ
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