Patient Transport Service (PTS) call handler

Patient Transport Service (PTS) call handlers (sometimes called controllers) have a key role in ensuring patients who are frail or vulnerable or have no other means of transport get to their health appointments safely and on time. 

 

Working life

Based in a central office, you'll book the vehicles that take patients to and from local clinics, daycare centres and non-emergency hospital admissions.

Non-emergency ambulances

Handling requests for transport from patients and their relatives and also from healthcare professionals such as nurses, you will record patients' details accurately, usually using a computer.

PTS call handlers may speak to the patients themselves. They may also deal with GPs, medical and non-medical health centre staff, PTS crews, voluntary ambulance car drivers, hospital departments and other healthcare professionals.

You will then decide which type of vehicle is appropriate for each patient, depending on their mobility and state of health, and plan the trips to make the most efficient use of the vehicles and drivers.

You will work under pressure a lot of the time, thinking fast and multi-tasking, and keeping a running check on the service and location of all vehicles in your charge. You may work shifts involving some early mornings and evenings. 

Training and development 

When you join an ambulance service as a PTS call handler, your training will be classroom-based and on the job.

The training includes how to use the IT and call centre equipment and software as well as customer care and communication skills.

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