As International Control Room Week continues, we’re shining a spotlight on dedicated colleagues who keep our services running smoothly behind the scenes.
At EMAS, our Non-Emergency Patient Transport Service (NEPTS) call handlers like Amelia Kniveton, play a vital role – connecting patients to care, supporting their journeys, and ensuring they are met with empathy and expertise.
Our NEPTS service covers Derbyshire, Lincolnshire, and Northamptonshire, supporting eligible patients to travel to essential medical appointments and treatment – such as chemotherapy and dialysis – and to travel home after being discharged from hospital.
Often patients who use the service have specific medical needs that make travelling by car or taxi a challenge. By organising and managing every detail, our NEPTS service ensures patients receive the right support throughout their journey.
Between April 2024 to March 2025, NEPTS staff and volunteer car drivers facilitated over 391,000 journeys to help patients get the care they need.
The human connection
For Amelia, every day begins with a simple but powerful act: making herself available to help others.
She said: “I speak to hospitals and healthcare professionals – usually nurses – who update us on patients in their care.
“I help arrange transport for people who might be going home, moving to a care facility, or attending vital outpatient appointments.”
Amelia is often the first point of contact for patients who may feel isolated or anxious, adding: “Some of our patients are elderly and may not have spoken to anyone for days.
“Just being there to listen and reassure them makes a difference.
“It’s always lovely when patients thank us for the service we provide. I had a patient tell me we helped keep her alive, which is very moving.”
Handling complexity and change
No two days are the same in NEPTS.
Amelia describes how she adapts to changing patient needs: “We can never assume a patient’s healthcare needs are the same from one day to the next.
“It’s vital to check in and make sure we have the latest information, so we can provide the best support.”
She shares: “I spoke to a patient on a Monday, and by the Wednesday, they’d had both legs amputated. This changed the type and level of care they’d require from us.
“That’s why it’s vital to get up-to-date information every time – it helps us plan the resources to send to the patient, and make sure the crew is fully briefed so they can take any additional considerations into account in advance.
“We also ask about access issues at home, infections, and even pets, because having a full picture is important for effective care delivery.
“Gathering information from patients, even those who have used our services before, ensures their welfare and our crews’ safety are always put first.”
Teamwork and collaboration
Amelia’s work is supported by a dedicated team, including patient care assistants, volunteer car drivers, and control room teams.
She said: “If a volunteer driver is stuck in traffic, for example, I would work with the control room to try to find someone else to make the journey, so the patient doesn’t miss their appointment.
“It’s all about teamwork – everyone chips in to make sure patients get where they need to be.”
Volunteers are an integral part of NEPTS, providing not just transport but a consistent, friendly face for patients who travel regularly, such as those attending renal dialysis multiple times a week.
Between April 2024 and March 2025, volunteers undertook nearly 16,000 journeys – travelling more than half a million miles – demonstrating the power of community support.
Managing pressures
Spikes in demand for patient transfers and discharges can happen at any time, for a variety of reasons.
When things get busy, Amelia and her team adapt quickly.
She said: “During busy times, I take it one call at a time as quality matters.
“It’s important to make sure each patient gets the right support and that all the details are correct, so their journey goes smoothly and safely.
“Rushing through calls could mean missing key information, so I always aim to give every patient my full attention.
“I mainly work on the healthcare professional lines, but I switch to patient booking lines when demand is high.
“Everyone contributes to ensure as many patients as possible are responded to.”
Empathy and problem-solving
Empathy is at the heart of Amelia’s approach, especially when handling anxious or distressed callers, adding: “I aim to speak to people as individuals, not just approach it as another call.
“Sometimes they need reassurance.”
She also works closely with hospital teams to resolve challenging situations.
Amelia elaborated: “Sometimes, when a patient’s discharge doesn’t go as planned, there can be frustration on all sides.
“We work together with hospital staff to create a plan and make sure the patient gets home safely.
“We try to find solutions as a team.”
Recognition and pride
Being recognised during International Control Room Week means a lot to Amelia and her team:
“It’s our job to help vulnerable patients get to the places they need to be.
“We take pressure off 999 emergency services by supporting patient discharges and transfers. We’re a vital part of the ambulance service.”