Patient Transport Liaison Officer

1 week ago

StokeonTrent, Stoke-on-Trent, United Kingdom EMED Group Full time
We have a fantastic opportunity for a Patient Transport Liaison Officer to join our team based at RSUH.


Supporting Operational and the Call Centre Operations Team; the Patient Transport Liaison officer will provide on site support to the Control team by providing assistance and solutions to patient transport service delivery concerns and will act as the second point of escalation within the hospital for all patient transport related issues.

This includes Co-ordination with Track and Triage, Occupational Therapists and Care teams to ensure the smooth planning and successful delivery of complex discharges and communicating with patients within the hospital setting to keep them updated with any details related to their Patient Transport Service Bookings.

This role is based at Royal Stoke Hospital on the UHNM HDU Contract.

Main Purpose of the Job

  • Maximising patient movement in and out of healthcare utilising the full capacity of the resources
  • Work alongside Trusts, control staff, road staff and site teams to deliver effective communication
  • Patient care is crucial and should be made a priority
  • To provide solutions and support with a professional approach to difficult situations
  • Answering all enquiries escalation of patient transport service bookings.
  • Attend trust bed meetings in order to feedback pertinent information regarding imminent Patient Transport demands for the coming day.
  • To act as second point of escalation after CCO for all service users in order to provide clear and concise updates regarding any issue being escalated. This applies to all service users.
Duties and Responsibilities include

  • Work with ERS Controllers to deliver the requirements of the day to successfully transfer patients with the allocated resources and deploy crews accordingly to patients mobilities in a timely manner.
  • Communication between the trust and site teams to determine if patients are ready to travel, can travel together etc. ensuring safe working practices relating to user care.
  • To liaise with control and monitor Cleric Booking System throughout the day to ensure smooth delivery of service for all users and reduce delays.
  • Liaise with control regarding any new and pertinent information that comes available in relation to patients and patient transport bookings including to amend notes on Cleric Booking System to ensure all information held is up to date.
  • Assist with assessments of properties as and when required uploading information to systems for future information, liaise with site teams.
  • Act as representative of ERS to liaise with patients at hospital who are experiencing issues or delays on the day of travel to ensure that regular updates are given where required.
  • Support improvement of the service within the hospital setting by providing regular feedback of any obstacles to achieving appropriate service delivery.
  • To Act as escalation for controllers in the event that they are unable to communicate ETA's/Delays/Queries to any department within the hospital.
  • Assist Crews at Hospital Site as and when required to ensure safe and timely service delivery.
  • To support the control team in establishing order of priority as and when required by liaising with Site Teams at the hospital.
  • To complete 3rd manning journeys, completing patient feedback and vehicle/staff/site audits.
  • Be a key figure in relaying information from within the hospital in the event of serious incidents.

About Us


The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand, therefore as a combined business we are now known as EMED Group.

We are the largest Patient Transport and Care Partner to the NHS with more than 2,500 colleagues across 50 depots.

Our ambition is to continue developing transport services that improve the health and wellbeing for people across our local communities by providing transport that supports patient care, community support, secure mental health and medical courier services.

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