The Crucial Role of Patient Transport Liaison Officers (PTLOs) in Hospital Patient Flow Management
Ensuring seamless patient flow in the healthcare environment is essential to delivering timely and effective care. One of the unsung heroes in this process is the Patient Transport Liaison Officer (PTLO). PTLOs are vital in coordinating the safe and efficient movement of patients, both within the hospital and between healthcare facilities, alleviating bottlenecks in the patient journey. As the central point of contact among hospital staff, patients, transport teams, and external care providers, PTLOs ensure that patients arrive at the right place at the right time while navigating various complexities associated with patient movement.
In hospital settings where every second matters, PTLOs are key to facilitating smooth patient flow and maximising resource utilisation. They help prevent delays in discharges or transfers, significantly impacting bed availability and the ability to admit new patients. By working closely with ward staff, transport providers, and patients, PTLOs anticipate and address challenges – such as traffic, weather, or patient-specific needs – proactively. Their contribution reduces waiting times, prevents unnecessary hospital stays, and maintains the rhythm of hospital operations. The influence of PTLOs extends far beyond individual patient journeys. Efficient patient transport improves bed management, speeds up discharge processes, and enhances the overall patient care experience. By minimising waiting times for incoming and outgoing patients, PTLOs help hospitals uphold high standards of care.
We spoke to EMED’s Lead PTLO, Kate Manai, based in Swindon at Great Western Hospital…
What did you do before becoming a Lead PTLO?
Initially, I was a training manager for Marston’s Brewery, running pubs and hotels for 25 years, which gave me a solid management background. Upon returning to Swindon about 16 years ago, I worked for a company called Access, caring for disabled children and later training their staff. When Access launched an ambulance service, I led that initiative, and after working in high-dependency care for bariatric patients, I transitioned into the PTLO role.
What does your day-to-day work involve?
I work within a large team in the Communication Hub, collaborating with site managers, emergency planners, paramedics, and nurses, all dedicated to ensuring smooth patient flow and avoiding unnecessary admissions. With an End-of-Life team, Discharge Coordinators, and representatives from local councils, our setup at Great Western is unique, and many acute hospitals are looking to replicate it. 52 EMED colleagues work here, and I have a lot of contact with them. Working with the Ops Manager, it’s my responsibility to maintain high standards of patient care and safety, conducting spot checks and ensuring compliance with company policies. I provide on-site support to the crews, guiding them in their responsibilities with a firm yet supportive approach.
What do you enjoy most about your role?
Making a difference! I’ve relished being at the forefront of the changes that led to the development of the Communication Hub at Great Western. My involvement with new contracts, including training PTLOs in Cambridgeshire and Peterborough, excites me. I strive for EMED to stand out and take pride in embracing challenges.
You mentioned the challenges you face. What are they?
The diversity of patients, each with unique needs, presents challenges. Communication is crucial – having open and honest conversations is my strength. Dialysis patients, who are often unwell after treatment, are incredibly challenging because their needs are urgent and delays in picking them up can have serious implications.
What is a typical day for you?
I start by logging into my laptop, checking for staff absences, and reviewing KPIs to assess performance. I then review daily discharges to ensure we can meet care packages. For instance, today, we had 52 discharges, which is significant! I sometimes visit the base to check in with ops managers. My day involves planning meetings with our control team and various hospital departments. If a patient sadly passes away during transport, I manage welfare reports. I also make it a point to connect with new ACAs, offering them support and guidance.
