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Nepts Controller

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Nottingham, Nottingham, United Kingdom East Midlands Ambulance Service NHS Trust Full time
To provide the health community and general public with a centralised non-emergency patient transport service control operation. The role involves the coordination of NEPTS ambulance and car resources across the East Midlands twenty-four hours a day, seven days a week

We are currently recruiting for the following role:5x Controller/Planners, full time (37.5 hours per week.) Working a rotating shift pattern over 24 hours a day / 7 days a week.

Accountable to the Control Operations Manager you will be responsible for the delivery of the control service, Specifically the core responsibilities are to:

  • Ensure that patients journey's are planned to attend their appointments and are taken home within the required operational key performance indicators.
  • Use of Cleric control and dispatch system to manage PTS vehicles and Third Party resources.
  • Plan the daytoday organisation of resources.
  • Ensure the effective utilisation of resources throughout the region.
  • Support the PTS management team in achieving and excelling in the provision of patient care and ensuring patients receive a high level customer service.
  • Understand patient transport and the impact it has on our patients' wellbeing.
The NEPTS control room is a fast paced and exciting place to work. We are a small team who look after the provision on NEPTS service across Derbyshire and Northamptonshire.


Due to the team being small the atmosphere within the control room is very "can do" with hands on solutions to problems and challenges.

The team and room is always evolving to embrace new technology and systems and process.

Main responsibilities:

  • Control and plan required journey to available resources in a timely fashion ensuring wherever possible patient journey achieve KPI
  • To receive telephone calls from NEPTS drivers and Health Care Professionals (HCPs)
  • Answering calls professionally and politely and in a timely manner.
  • Out of hours provide a transport booking service. Completing the patient eligibility criteria assessment as applicable and advise if they meet the criteria. If a patient is not eligible, sign post the caller to alternative modes of transport or Hospital Travel Cost Schemes (HTCS). If ineligible escalate as per policy
  • Inputting/Registration of eligible transport bookings onto the Cleric CAD computer system.
  • Calling patients and departments ahead of appointments to check and confirm travel arrangements.
  • Liaise with Operational Crews regarding patient journeys and any required updates and input all data into Cleric.
  • Liaise with Health Care Professionals as and when required regarding patient journeys.
  • Record all additional information received regarding patients/patient journeys into Cleric for reporting and auditing purposes.
  • Provide a high level of customer service at all times to all internal and external customers.
  • Maintain patient confidentiality at all times
  • Provide advice and assistance to patients and the public via the Advice and Liaison Service (PALS).
  • Report near miss/incidents immediately via the Trust Incident Reporting Procedure.
  • Escalate any safeguarding concerns to the relevant Health Care Professionals and Safeguarding Referral Team.


The duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of the Trust, which may be amended from time to time.

Patient Safety is a key priority for the Trust.

It is your responsibility to ensure that you are fully compliant with EMAS policies and procedures in respect of patient safety, for example Risk Management, Infection Prevention and Control, Safeguarding children and vulnerable adults.


This job description is not intended to be an exhaustive list of duties and responsibilities, but to give an indication of the main areas of activity and involvement.