NEPTS Controller & Planner

Job overview

We are currently recruiting for the following role:

Three Controller planners working full time (37.5 hours per week) on a rotating shift pattern over 24 hours a day / 7 days a week.

The role will 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.

Main duties of the job

This role will include direct contact with staff and Operations Managers for Derbyshire, Northamptonshire and Lincolnshire. Applicants will be required to use the Cleric Control and dispatch system and demonstrate an ability to dynamically make decisions in a high pressured environment. The ability to work on their own initiative within a close knit team and effective verbal communication skills are vital attributes in the successful candidates.

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 NEPTS vehicles and Third Party resources.
• Plan the day-to-day organisation of resources.
• Ensure the effective utilisation of resources throughout the region.
• Support the NEPTS 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’ well being.

Detailed job description and main responsibilities

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.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.