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Job overview
The role is ultimately accountable for the day-to-day operational management of GSTT Patient Transport Services across entire GSTT estate. This role covers the operational management of Non-Emergency Patient Transport Services (NEPTS) to include the management of the NEPTS Assessment Centre, the NEPTS Patient Liaison Team, the in-house Planning & Control Team and the in-house Transport Management Team as well as both in-house, self-delivered and contracted out operational services.
The role will be responsible for reviewing, implementing and managing all the processes to ensure that services are delivered in accordance with Trust-wide policies and to ensure statutory compliance.
This role will ensure the robust management of all the Trust’s NEPTS requirements from standard the standard Patient Transport Service (PTS), to secure mental health transport, High Dependency Unit (HDU) transport and paramedic inter-site transfers.
The successful candidate will possess a high level of leadership expertise, alongside the ability to lead patient transport services functions to deliver operational excellence.
In line with the NHS Management and Leadership Framework and Code of Practice, the post holder will demonstrate compassionate, inclusive and accountable leadership, model GSTT values, and create psychologically safe environments in which staff can speak up, learn and improve.
Main duties of the job
- Designs processes to make sure that there is a clear framework in placed across the Patient Transport Department for measurement, reporting and compliance against Trust patient safety and quality metrics
- Ensure systems are in place to carry out comprehensive audits, risk assessments and audits to monitor NEPTS performance, analyse the results and implement regimes to minimise unexpected failures, risks and legislative non-compliance
- Will use a KPI scorecard and other tools available to hold individuals to account for their contribution to service delivery
- Drive the delivery of NEPTS system deployment across clinical user areas improving NEPTS booking management and enhancing patient experience
- Drive a safety culture with the team and with all suppliers to ensure the delivery of a safe, healthy and secure environment for patients, staff and visitors
- Continuously monitor and review services; identify and implement service, operational and financial improvements to deliver within allocated budgets, improving value for money, including being responsive to changing business needs
- Leadership Standards (Aligned to NHS Management and Leadership Framework) Lead with compassion, integrity and accountability, making clear, fair and timely decisions and taking responsibility for outcomes
Detailed job description and main responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews, please view the Job Description attachment with the job advert.
Person specification
Knowledge
Essential
- Excellent understanding and specialist knowledge of NHS Patient transport departments
- Highly developed communication skills, with ability to communicate highly complex information where exceptional influencing skills are required.
- Highly developed leadership skills with the ability to enthuse, motivate and involve individuals and teams, and have them understand the Trust-wide and local performance expectations.
Additional
Essential
- Commitment to Equality and Diversity for all and with a demonstrable leadership capacity in inclusion.
- Commitment to inclusive practice that recognises intersectionality and supports colleagues, patients and service users from marginalised groups, including disabled and neurodivergent people, people of all gender identities and expressions, LGBTQ+ communities, and people from different ethnic and socio-economic backgrounds.
- Band 8b leadership expectation: evidence of leading inclusive and anti-racist practice across services/teams, taking action on inequity, and fostering allyship and psychologically safe cultures.
Skills & Abilities
Essential
- Extensive track record of effective partnership working with internal and external stakeholders
- Independent self-starter, able to work with a very high level of autonomy.
- Proven strong written communication skills, in particular for complex drafting, and ability to produce & present effective business cases.
- Sound political judgment and sensitivity when dealing with stakeholders at all levels.
- Demonstrable inclusive, anti-racist and compassionate leadership skills, including creating psychologically safe teams, challenging discriminatory behaviour, and using data and feedback to improve fairness and belonging.
Previous experience
Essential
- Extensive, successful track record of leading Patient transport functions within an Estates, Facilities, infrastructure or equivalent complex operational environment.
- Extensive, successful track record of leadership and achievement at a senior level in a relevant large, complex environment.
- Experience of organisation-wide policy development, interpreting legislative and other requirements.
- Detailed understanding of the patient transport requirements within a complex NHS environment.
- Experience of leading complex services in the NHS or an equivalent regulated environment, with evidence of service improvement, compliance and stakeholder partnership working.
Qualifications/ Education
Essential
- Education to first degree level or equivalent demonstrable experience, alongside additional professional training and/or specialist knowledge of patient transport services leadership, acquired through training and experience
Professionals/ Statutory Registration
Essential
- No statutory professional registration is specified unless explicitly required for a local appointment, authorisation or designated responsible person duty. Role-specific appointments must be supported by appropriate competence, training and formal Trust authorisation / governance arrangements.
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Applying for this NHS job
This advert is for PTS Operations Manager with Guy's and St Thomas' NHS Foundation Trust in London, London, England. It is listed as a Band 8 Manager and corporate role. The advertised salary is £75,328 - £86,114 per annum incl HCA. The contract type is Permanent. The application deadline is 02 Aug 2026.
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