This job has expired

Head of Patient Transport Services

University Hospitals of Leicester NHS Trust
£50,952 to £57,349 a year
Closing date
28 Nov 2023

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Other Health Profession
Band 8A
Contract Type
Full Time
This is an exciting opportunity to join University Hospitals of Leicester as Head of Patient Transport at a time when we are mobilising a new Non Emergency Patient Transport Contract.

Main duties of the job

Being Responsible for and leading on the day to day management and service delivery for the Trust in respect to non-emergency patient transport services, providing support on complex transport matters. Resolving complex issues in relation to planning and scheduling of NEPTS. Working closely with the Duty Management Team, Discharge Lounge Staff and Discharge Co-ordinators aligned to the booking of transport. Establishing a programme to minimise aborted journeys and cancellations. Establish and maintain strong relationships with key stakeholders across the system. Reviewing and developing service policies and procedures. Supporting in the contract management of providers to ensure they deliver outcomes for patients.

The detailed job description and main responsibilities are included as an attachment to this advert.
Interviews will be held the 5th December.

About us

Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).

We have four primary goals:
  • high-quality care for all,
  • being a great place to work,
  • partnerships for impact, and
  • research and education excellence

And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.

Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:
  • we are compassionate,
  • we are proud,
  • we are inclusive, and
  • we are one team

This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.

About the University Hospitals of Leicester NHS Trust:

Job description

Job responsibilities

  • Executive Management, Directors & Assistant Directors, Senior Management Team, Heads of Nursing, Lead Nurses, Matrons, Clinical Management Teams (CMGs) - particularly with the Clinical Director, Head of Operations, Senior Nurse, Clinical Leads, Heads of Service and Capacity/Discharge Teams.
  • ICS (integrated Care System)/the Integrated Care Board (ICB) and other external stakeholders
  • NHS Ambulance Trusts, other NEPTS providers
  • Patients/Relatives/Carers and Patient Groups e.g. health watch, PPI leads, interest groups
  • Local, regional, national, international links to identify and utilise best practice such as Local Voluntary Car Scheme Groups.
  • External agencies such as Police/Specialist Care Centres/Residential Care Homes


The Head of Patient Transport will be specifically responsible for the following:

  • Provide professional leadership, advice and information for non-emergency patient transport supplying advice and support on complex transport matters, enhancing external links for professional issues.
  • To enable excellent service provision, leading the delivery and execution of a reliable, quality driven patient transport services, designed to ensure that the System can continue to develop in line with changes to the external environment, maximising durability in supporting other Trust/ICS leaders.
  • To ensure that the service offered is focussing on the important things, disinvesting in those services or processes which add no or little value to patients. This therefore ensures that the Trust remains value for money and service centric.
  • Responsible for and lead on the day to day management and service delivery for the Trust in respect to non-emergency patient transport services.
  • Resolve highly complex and conflicting subject matters in relation to the planning and scheduling of patient transport services in a day to day working environment.
  • To establish and maintain strong relationships with key stakeholders.
  • Provide advice and guidance to non NHS providers on services/system improvement for patient transport.
  • Review and develop all NEPT service practices, policies and procedures being undertaken by NEPTS.
  • Manage and resolve potentially confrontational and/or antagonistic situations with Providers, staff and other key stakeholders and ensuring successful outcome is delivered.
  • Ensure that providers are producing the required contract monitoring reports, validating these to ensure they include delivery of outcomes for patients, activity levels and efficiencies, ensuring that they are of high and consistent quality that is measurable.
  • Responsible lead on the safe and smooth transition of existing provider transport contracts, involving the mobilisation and implementation planning of new NEPTS contracts within the Trust, meeting the expectations of commissioners and patients.
  • Responsible for securing non contractual collaborative arrangements with external transport providers whenever possible, ensuring each provider is fit for purpose, meets core service standards and supports service delivery. Negotiating price and ensuring the services run within budget.
  • Work closely with the Duty Management Team, Discharge Lounge Staff and Discharge Co-ordinators aligned to the booking of transport. ensuring that any transport issues are identified, reported and resolved which may impact on service delivery.
  • Support, and train the above in respect to transport booking procedures and processes, so each achieve the necessary requirements.
  • Implement and lead training and awareness sessions for NEPT services to clinical and non-clinical areas ensuring processes and practices are adhered to. Includes Trust Induction days.
  • Maintain regular, effective and timely two-way communications with colleagues and external providers in respect to NEPTS.
  • Foster innovative practices that leads to improved patient experience achieving value for money.
  • Establish a necessary programme to minimise aborted journeys and cancellations, working closely with the provider and clinical areas to formulate a plan of corrective/preventative action.
  • Lead an approach that has patient/service user requirements at its very heart.
  • Develop as necessary, change management and procedural operational practices Trust wide, to enable effective service delivery for outpatients, day patients, renal patients, transfers, discharges (including complex discharges) and out of county /cross border processes.
  • Be responsible for ensuring appropriate and consistent process development and implementation in regards to the management of service delivery, mitigations and issues.
  • Where appropriate undertake reviews which will involve the analysis, interpretation and judgement of highly complex discharges and/or information leading to clear recommendations.
  • Write, compile and deliver performance and assurance reports to various committees as required, ensuring the highest level of accuracy.
  • Effective management of risks and issues including clearly defined escalation routes.
  • The post holder will need to ensure that the trust/providers are adhering to the NHSE National Frameworks for NEPTS services and National Framework for Inter-facility transport services. Reviewing any new guidance when released. They will also need to ensure that the Trust are adhering to the national/local patient eligibility criteria review any changes when necessary in conjunction with the ICB.

  • In collaboration with the Trust and the ICB Contract Leads be responsible for the review and development of the commissioning contract for NEPT service in accordance with ICB contractual terms.
  • Develop with and ensure that the ICB appropriate performance reporting, specifications, QIPP, monitoring of service provider(s), contract negotiations, activity and benchmarking are implemented.
  • Engage and develop with other NHS and non NHS bodies, ICS/ICBs, NEPT providers building strategic alliances for services provided. This involves attendance of meetings where conflicting points of view will need to be discussed and resolved.
  • Promote effective partnership working across the NHS in commissioning meetings, NEPTS reviews and individual management reviews.
  • Attend and contribute to NEPTS stakeholder meetings, chairing in the absence of the commissioners. Advising the ICB on any deficiencies relating to expected levels of provider performance. Develop corrective action plans with them to manage any risks identified.
  • Build robust networks across LLR commissioning groups which uses diversity positively in support of organisational vision.
  • To manage effective reporting ensuring that progress and achievements, issues, risks and changes are handled appropriately. Formally briefing Head of Flow and Capacity and other meetings as appropriate.
  • Be the key contact to maintain effective communication with commissioners and transport providers
  • Responsible lead on the review of NEPTS with the Trusts and ICB Procurement departments for contract negotiations, contract mobilisation, contract management and performance management.
  • The post holder will support the completion of national data collection for Non-Emergency Patent Transport Services (NEPTS) by liaising with providers. This will need to be done twice per year.


This job description indicates the main functions and responsibilities of the post. It is not intended to be a complete list. You may be required to undertake other duties from time to time as we may reasonably require.

You will be required to maintain compliance with all statutory and mandatory training requirements.

The link to the Trusts policies and procedures is:

Person Specification

Training & Qualifications


  • Educated to Masters Level or equivalent level of experience of working at a senior level in specialist area. Or Experience gained in a health related and/or large complex organisation.
  • Highly skilled in suite of Microsoft Office programmes and the use and interpretation of NHS performance data.



  • Minimum of three years' ambulance sector experience as a senior manager (managing transport operations and developing and implementing systems, practices and processes).
  • 3 years experienceyears' experience in the field of volunteer management/public relations or equivalent combination of experience.
  • Proven experience of contract management.
  • Proven experience of managing a diverse workforce
  • Proven track record of consistently achieving high standards and delivering objectives.
  • Proven comprehensive experience of working at a senior management level in a health related organisation and/or relevant public sector or complex commercial environment
  • Experience of working successfully across a range of Organisational and professional boundaries.
  • Ability to manage competing demands, deadlines and a pressured environment with humility and good grace.


  • Experience and involvement in budget setting and monitoring and working knowledge of financial processes.
  • Knowledge and understanding of current NHS structures and health and social care delivery systems.

Communication and Relationship Skills


  • Negotiate on highly complex and controversial issues including performance and change.
  • Excellent communication skills including first class verbal and written communication skills and the ability to communicate effectively with professionals at all levels.
  • Proven track record of effectively managing and working as part of a team as well as the ability to work autonomously.
  • Ability to work on own initiative.
  • Ability to work confidentiality and impartially
  • Adaptability, flexibility and ability to cope with uncertainty and change.
  • Ability to present to large groups including the public as necessary.
  • Self-awareness and understanding of impact of self on others
  • Ability to adapt interpersonal behaviors to different circumstances.
  • Any attachments will be accessible after you click to apply.


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