Patient Transport Service (PTS) controllers organise transport to take patients to and from outpatient clinics, hospital admissions and other non-urgent appointments. They are part of the non-emergency ambulance service control team, and in some ambulance services may have slightly different job titles.

Their duties usually include:

• dealing with requests for transport
• taking patients’ details and ensuring they are recorded accurately
• making decisions on the best use of vehicles and drivers
• booking transport slots for the same day, the following day or up to eight weeks ahead.

To arrange appropriate transport, PTS controllers need to consider whether patients are able to walk, or if they need a wheelchair or stretcher.

Hours and Environment

As a full-time PTS controller you will usually work 37.5 hours a week. You will work rotating shifts to cover the times when the non-emergency ambulance service is available (usually between 5am and midnight). This will include weekends and public holidays. You may be able to work part-time.

As a PTS controller you will work at a switchboard in an office environment .

Skills and Interests

To be a PTS controller you need:

• the ability to record and process information accurately
• a pleasant telephone manner
• good listening skills and the ability to speak clearly 
• good keyboard skills
• to enjoy helping people
• strong organisational skills
• a professional attitude towards work
• to enjoy working as part of a team
• good eyesight and hearing.

Entry

To begin work as a PTS controller you need to be aged 18 or over.  Each ambulance service can set its own entry requirements, so you should check directly with your local service.

Most employers will expect you to have a good standard of education, possibly including GCSE/S grades in English, maths and science. You will also need keyboard skills.

You may find it useful if you have some knowledge of map reading and local geography, a typing qualification and/or some understanding of medical terminology. If you are working in a multicultural area, it will also be an advantage if you are able to speak another language.

In Scotland call handlers need a minimum accurate typing speed of 35 words a minute.

Training

When you begin work as a PTS controller you will receive in-house training, either classroom-based or on the job. Training will vary between ambulance services.

You will learn how to use switchboards, radio communications and other equipment, and how to accurately record information.

Opportunities

Most ambulance personnel, including PTS controllers, are trained by, and work for, the NHS, although there are some opportunities to train and work in the armed forces.

Many PTS controllers progress into the role of emergency medical dispatcher; check the Emergency Medical Dispatcher job profile for further information.

With the appropriate skills and experience you may progress to a supervisory position within the control room, leading a team of controllers, or running a fleet of vehicles. Another option is to move into a training role.

Your experience as a PTS controller could be useful if you want to move into ambulance work. You will need to meet the ambulance service entry requirements and successfully complete the selection process; check the Ambulance Technician job profile for details.

Employment in the ambulance services is generally stable, but you are likely to find most vacancies in London and the South East.

Annual Income

Figures are intended as a guideline only.

PTS controllers can earn between £12,000 and £15,200 a year.
With experience this can rise to around £17,000.

Further information

Ambulance Headquarters
Sute 30 Knockbracken Healthcare Park
Saintfield Road
Belfast
BT8 8SG
Tel: 028 9040 0999 National Headquarters
Tipperlinn Road
Edinburgh
EH10 5UU
Tel: 0131 446 7000 Tel: 08000 150 850
Email: learning@nhscareers.nhs.uk Recruitment Centre
St Andrews House
Devons Road
Bow
London
E3 3PA
Tel: 020 7887 6638 Friars House
157-168 Blackfriars Road
London
SE1 8EZ
Tel: 020 7928 9620