Job Description

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.



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.



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



Adverts may close early, so applicants are encouraged to submit an application as soon as possible.

For more information about a career at ASPH please visit:

www.asph-careers.org



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.



Independently lead internal transport operations, applying critical thinking to resolve complex, high-risk issues. Maintain effective communication across all levels of the Trust and external partners to ensure safe patient flow and continuous service improvement. Lead the monitoring and interpretation of complex data. Independently investigate complaints, incidents and system errors, producing 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 stakeholder 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 booking, applying NEPTS eligibility criteria and professional judgement. Escalate and resolve disputes or exceptional cases independently, ensuring appropriate, patient-centred outcomes. Independently 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. Be an active representative for patient transport 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 Trust's transformation agenda. Act as mentor and coach, fostering a culture of accountability, innovation and continuous improvement with ward and departmental teams with regards to patient transport service. Collaboratively support relationship management with external providers, holding them to account for contract compliance, service quality and cost-efficiency. Escalate and resolve disputes where necessary.

As Site Team Support (Repatriation and Admin) - secondary role



Work in accordance with the Trust's Standards of Practice and uphold Trust's values Must be based in the control room to ensure continuous access to essential systems, actively and effectively support in monitoring real-time data and performance metrics and collaboratively support to oversee patient flow. Proactively identify, investigate and independently resolve issues with collaboration ith the CSNP Team. Escalate only those requiring critical intervention, ensuring flow is maintained without unnecessary delay. Proactively communicate and liaise with CSNP/CSM at Ashford Hospital regarding capacity management. Independently analyse and document performance reports on a daily basis, updating key performance indicators for Trust capacity and flow reporting. Independently coordinate complex repatriations with other NHS Trust and private providers, resolving disputes, negotiating arrangements and ensuring timely transfers in line with policy and patient need. Act as main point of contact for patients, families and clinicians during repatriations. Exercise professional judgement and empathy to resolve conflicts and ensure safe, dignified transfers. Analyse, interpret and be able to present performance data. Use findings to make recommendations to senior managers and influence operational and strategic decisions. Effective and proactive liaison with the EPPR team. Independently maintain an accurate record of Trust capacity by effectively reviewing daily action logs, completed flow sheets and ensuring efficient archiving. Provide professional guidance to ward staff, assessing patients' mobility and suitability for transfer. Ensure safe and efficient use of the Discharge Lounge, applying independent decision-making where risks or concerns arise. Independenty collate and manage the mental health flashcards from all divisions for submission to relevant internal and external teams, supporting accurate oversight of mental health patients within the organisation. Collboratively work with key stakeholders to be able to effectively manage capacity board information, ensuring that messages are relayed accurately and appropriate action is taken, supporting with following up issues were necessary. Ensure any confidential documentation is treated in accordance with information governance guidelines. Ensure accuracy and integrity of data entered into Trust systems. Lead ad hoc audits and investigations, identifying trends and recommending service improvements. Take professional accountability for the integrity, accuracy, and confidentiality of system-level data. Independently validate and update daily boards, ensuring compliance with information governance and providing assurance for decision-making at site level. Provide clear, authoritative, and professional communication with wards and departments, offering expert advice and resolving complex queries to support patient flow and service delivery. Oversee operational resources for the Clinical Site Team, ensuring that essential systems, documentation tools and supplies are managed effectively to support critical decision-making and service continuity. Consistently demonstrate professional leadership, upholding high standards of conduct, accountability, and role-modelling behaviour. Exercise autonomy in managing workload, prioritising effectively in a dynamic environment. Take responsibility for professional development, mandatory training and applying new knowledge to practice. Act as a senior point of contact for enquiries, applying professional judgement to resolve issues independently and initiating appropriate action without unnecessary escalation.

Take responsibility for safeguarding sensitive patient information, ensuring adherence to Trust data protection, confidentiality policies and governance frameworks.



* Provide advice and assurance to colleagues on best practice.