In a hospital setting, a Renal Manager oversees the operations of renal (kidney) services, including dialysis units. EMED’s Renal Managers ensure high-quality care for patients with kidney-related conditions, mostly those undergoing dialysis or waiting for a kidney transplant. One key aspect of their job is managing the logistics that support patient care, including, of course, patient transport.
Patients with renal disease often require dialysis multiple times per week, making reliable transport crucial. A Renal Manager is an integral member of the patient transport team and EMED’s infrastructure, working collaboratively to ensure that patients travel safely and punctually between their home and the dialysis unit. This includes handling any transport disruptions affecting the patient’s treatment schedule. Delays in dialysis can have significant health implications, so the Renal Manager works to resolve these issues quickly and effectively.
We caught up with one of EMED Group’s renal managers, Steve Lovell, who is based at The Shrewsbury and Telford Hospital and works within EMED’s contract with NHS Shropshire.
A couple of years ago, Steve was nominated for Partner of the Year in the SaTH (Shrewsbury & Telford Hospitals) Trust Awards for his commitment to the industry and his innovative developments to streamlining a more efficient and effective service for renal patients…
What did you do before you joined EMED?
I worked as a chef for ten years, having trained for three years, but the kitchen environment didn’t always suit me. When a good friend joined Falk as an ACA and enjoyed it, I followed suit. I was an ACA for five years, including through Covid. I then progressed sideways to become a Patient Transport Liaison Officer (PTLO), so I was site-based. We didn’t call it PTLO back then, but it was the same job… I got involved in various projects within the hospital – all around patient transport and within the Trusts.
Then, I was able to progress into the Renal Manager role when that vacancy came up, and the rest is history! It’s quite a unique role at EMED because it isn’t a closely managed position – I have a considerable amount of autonomy and have carved the role to make it my own – to make myself useful and to find ways of working for the hospital and EMED in an intermediary role. Obviously, when you work in a kitchen, you are quite closely managed and also bark orders, and even as crew, as an ACA, it’s a managed process, so this is quite different for me. Also, the hours suit me – ten-hour shifts from 8am til 6pm are more sociable than any I did as a chef. Much better for the life-work balance!
The Renal Manager role is all about good communication – something I have had to work on. I have to liaise between the wards, the Trust, and of course, the crews and Ops team, including Dan and Chris, my managers. There’s a fair bit of emailing, and I cover a lot of steps every day, walking between units and wards to help with patient flow.
As well as my official title of Renal Manager, I am also tasked with managing the PTLOs, which helps with patient flow and support. Overall, I deal with any issues or concerns from crews, the hospital or the Trusts themselves.
For people on dialysis, life is a tough schedule. Dialysis is their lifeline, happening three times a week for up to four hours each session, filtering out toxins that their kidneys can’t handle. Missing or delaying a session isn’t an option.
This is where EMED comes in. ACAs, PTLOs and renal managers work together to keep everything on track so patients can get in and out as smoothly as possible. With patients coming in during morning, afternoon, evening or even twilight shifts, renal managers juggle a lot! I also work closely with nursing staff to keep each session running smoothly, reducing wait times and delays that can make an already long day feel even longer.
For dialysis patients, well-planned, accessible treatment means a better quality of life. Renal managers try to ensure patients get home quicker, making a challenging routine a little bit easier. It’s about providing the best service and care to these patients.
What skills are needed for your role as Renal Manager?
As well as the clinical side of the job, it’s about being a people manager, too. You have to be approachable, someone both your team and your patients feel comfortable coming to with concerns, questions or feedback. It’s important to have to have the ability to listen and communicate clearly. A big part of the role is about understanding the experience from the patient’s perspective and trying to make it as positive as possible, even though dialysis is challenging for them.
Over time, you get to know the patients well and care about what happens to them. You want them to feel supported and understood, not just in terms of their physical care, but on a personal level too. Patients often come in three times a week, sometimes more, which becomes a big part of their lives. So it’s about managing expectations, being realistic with them, and making sure they feel seen and respected.
What’s a typical day for you?
A typical day as a renal manager starts off with a quick scan of the patient list to see who’s coming in for treatment that day. You have to get a sense of who’s due in, who might need more support and get a handle on any transport-related hiccups before they become full-blown problems. Traffic, for example, can be a big one, especially in peak hours or if there’s a delay near a hospital. We’re often in touch with our control centre about these things – trying to smooth out the bumps and avoid unnecessary waiting or delays.
Throughout the shift, I closely monitor patient progress, staying in regular contact with the wards and patients. It’s about making sure each person is where they need to be at the right time. If a crew arrives but can’t access a patient’s property – maybe there’s a lock or entry issue – I’ll work with them and even, if needed, loop in emergency services to make sure that patient gets to their treatment on time. The goal is always to avoid missing sessions.
Dialysis patients also often have falls or other unexpected health concerns, and because they’re with us so frequently, our crews can sometimes be the first to notice if a patient seems unwell. In those cases, we’ll flag it and communicate with medical teams to make sure nothing goes unaddressed. In a way, it’s a mix of logistics, teamwork and a lot of patient care – keeping everything on track so our patients get the care they need.
It’s about managing expectations at the end of the day, from both the hospitals and the patients. I also have a set of KPIs to live up to.
What advice would you give to someone thinking about applying for a job at EMED?
If you’re looking to step into a renal manager role at EMED, be ready to bring fresh ideas and think creatively about improving patient care and making life easier for the teams transporting them. It’s a role where you can make an impact – finding new ways to enhance the patient experience or helping crews manage the daily challenges of patient transport.
While the management team is there to support you, they will also push you to think outside the box and challenge how things have always been done. You’ll be free to shape the job around your strengths and ideas, and that’s great. It’s not just a job – it’s a chance to make a real difference in people’s lives, and it’s a privilege to have that kind of influence.
Being a Renal Manager is a rewarding job and a great opportunity for you to expand and develop your skills.
