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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. 


Training and qualifications required

There are no set entry requirements to become a PTS call handler but employers expect good standards of literacy, numeracy and IT skills. Some may ask for qualifications such as GCSEs, NVQs or equivalent.

Expected working hours and salary range

Most jobs in the NHS are covered by the Agenda for Change (AfC) pay scales and call handlers are likely to be paid at band 2 or 3. Terms and conditions can vary for employers outside of the NHS. PTS call handlers work standard hours of around 37.5 a week. This may involve shifts including early starts and evenings.

Desirable skills and values

A PTS call handler needs a range of skills including being able to talk to people at all levels, follow procedures, deal with people who may be angry or upset and good communication and IT skills.


You could progress to become a team leader or supervisor. You would be in charge of a team of call handlers, responsible for allocating work and drawing up schedules. With further experience you could become a duty manager, responsible for the call centre during a shift. You could train to become an emergency call handler or emergency medical dispatcher, dealing with calls to the emergency ambulance service. You could take further training to become an emergency care assistant. With more experience, you could apply to train as a paramedic.
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