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Day-to-day operations and compliance management for a CQC-registered Patient Transport Service. Tracks people, vehicles, and journeys, and keeps the records a CQC inspector expects to see: incidents, complaints, safeguarding concerns, quality audits, vehicle compliance, and staff training dates.
PTS Manager turns WordPress into a back-office system for a CQC-registered non-emergency Patient Transport Service (PTS). It keeps track of the people, vehicles, and journeys your service runs, and it keeps the records a CQC inspector expects to see: incidents, complaints, safeguarding concerns, quality audits, vehicle compliance, and staff training dates.
The system is built as one core plugin plus a set of independent add-on modules called extensions. Your organisation may not have every module installed: a screen that is missing is almost always a module that is not installed or a role permission, not a fault. The core system covers Journeys, Patients, Vehicles, Crew, Incidents, Complaints, Policies, and Locations. Nine optional extensions add Booking Management, Vehicle Cleaning and Checks, Vehicle Maintenance, Fleet Management, GPS Tracking, Quality Management, Safeguarding, Incident Reporting, and User Management.
The scale of what comes built in.
Every user is assigned one of four roles, which determines exactly what they can see and change.
Full control of the whole system, every module, and settings. Typically the service's registered manager or a senior operations lead. Can switch between all locations and manage user accounts.
Day-to-day dispatch: booking and managing journeys, patients, vehicles, and crew. Can file safeguarding concerns and incidents (with the relevant extensions). Does not handle investigations or compliance directly.
Owns incidents, complaints, policies, and vehicle and crew compliance records (DBS, training, MOT, insurance). Read-only on journeys and patients for context. Full access to quality audits and safeguarding.
Front-line drivers and patient care assistants. Deliberately minimal access: their own assigned journeys and their own linked profile only. Can file incident and safeguarding reports with the relevant extensions.
The landing screen that gives an at-a-glance view of what needs attention today.
Summary cards showing open incidents, open complaints, and compliance items approaching or past their due date. Cards with outstanding items are highlighted.
A single table pulling together every date-based record the system tracks: MOT, insurance, service, and LOLER dates on vehicles; DBS and training dates on crew; policy review dates; and, with relevant extensions, safeguarding follow-ups and quality-action due dates. Overdue items are flagged clearly.
If your service has more than one CQC-registered location, Control Room and Compliance Manager users see only their assigned location(s) by default. A PTS Administrator can switch between all of them.
Each installed module can add its own summary panel to the dashboard. Quality Management adds a panel of the latest CQC-domain ratings; Vehicle Maintenance adds a list of vehicles currently off the road. These appear automatically.
Compliance items are emailed as a daily digest to the address set in Settings, and shown as a banner in wp-admin. You do not have to remember to check the dashboard every day to catch something overdue.
The screens every PTS Manager installation has, regardless of which extensions are installed.
Every service user your PTS transports: demographics, mobility needs (Ambulant, Walking Aid, Wheelchair, Stretcher, or Bariatric), medical alerts, allergies, DNACPR, GP practice, funding source (NHS/ICB, Local Authority, or Private), and consent status. Sensitive fields are hidden from roles that do not need them.
A single booking: one patient, one pickup, one drop-off, assigned to a vehicle and crew. Seven journey types: Single, Return, Hospital Discharge, Hospital Admission, Renal/Dialysis, Oncology, or Other. Status workflow from Requested through Confirmed, Crew Assigned, En Route, to Completed, with Cancelled and No Show at any point. Every status change is written to an Activity Log.
Your fleet register: registration, make and model, passenger capacity, MOT due, insurance renewal, next service due, and wheelchair lift LOLER test date. Each appears on the Compliance Watchlist as its due date approaches. The "Currently Out of Service" flag is kept up to date automatically by the Vehicle Maintenance extension.
Every driver, patient care assistant, team leader, and control room operator has a Crew Member record, optionally linked to a WordPress login. Tracks DBS check dates and expiry, driving licence check due, and training due dates for Manual Handling, First Aid, Safeguarding, and Infection Control, each tracked separately on the Compliance Watchlist.
A structured incident register with severity levels (Low, Moderate, High, Critical), related journey and patient links, RIDDOR reportable flag, CQC Notification Required flag with notification date, and a status workflow: Open, Under Review, Reported to CQC, Closed.
A complaints register in line with CQC complaints-handling expectations: complainant details, date received, acknowledgement sent, related journey, investigation notes, outcome, and date resolved. Status workflow: Open, Investigating, Resolved, Closed.
A version-controlled register of your service's policies and procedures, with a review-due date tracked on the Compliance Watchlist so a policy never quietly goes out of date. Each policy has a reference, version, owner, and next review due date.
If your service operates from more than one CQC-registered location, each is a record here with CQC Location ID, address, phone, registered manager, and a compliance alert email. Every other record type can optionally belong to a location; records with no location are visible to everyone.
A simpler, mobile-friendly way in for crew who do not need a wp-admin login.
Where wp-admin gives full-featured access, some services also publish a simpler front-end page for staff who do not need or should not have a wp-admin login, typically crew using a phone or tablet. Published via a shortcode on any page, the portal shows a simple dashboard of what is relevant to the signed-in user, their own journeys with one-tap status changes, and any extension module's own portal section such as a Report an Incident or My Quality Actions page.
The portal and wp-admin show exactly the same underlying data and respect exactly the same role permissions: it is a different way in, not a different system.
A full scheduling toolkit on top of core journeys, without introducing a second kind of booking.
A distinct Driver field separate from core's Assigned Crew Lead and Second, useful when a second attendant is technically crew but is not the one behind the wheel.
As you set a journey's vehicle, driver, and pickup time, the edit screen checks in the background for double-booking and shows a clear warning if it finds one. The warning is advisory, not a block: the decision is left with the dispatcher.
A day-view timeline with one column per vehicle, journeys shown as blocks positioned by their scheduled pickup time. Previous day, Next day, and Today links. Click any journey block to open it. Double-bookings are highlighted. Each vehicle column has a Day Sheet link.
Create a Booking Series once for a patient who travels on a regular pattern, such as dialysis three times a week, then use Generate Journeys to create the individual journeys. Generation is a manual button press, not an automatic background job, and is safe to click more than once: it will never create a duplicate for a date that already has one.
Two buttons on any journey's edit screen let you add a related journey without re-typing the patient's details. Add Return Leg swaps pickup and drop-off addresses; Add Another Stop keeps them the same for a multi-stop trip. Once linked, all legs are listed so anyone opening any leg can see the whole trip at a glance.
A driver-facing summary of a journey or a whole vehicle's day: patient, mobility need, medical alert, addresses, vehicle, driver, crew, notes, and a signature line. Available as a clean print-ready web page or a downloadable PDF, from the journey screen or the Booking Calendar's Day Sheet link.
The two everyday pieces of evidence a CQC inspector expects: roadworthy checks and infection control.
Tyres and wheels, lights, mirrors and windscreen, seatbelts, wheelchair lift and ramp, fire extinguisher, first aid kit, and fuel or charge level. Overall outcome: Pass, Pass with Defects, or Fail, with a defects-found field to describe anything found.
Between-patient, end-of-shift, scheduled deep clean, or outbreak response. Covers interior wipe-down, high-touch-point sanitising, equipment sanitising, waste removal, linen change, and a products and COSHH reference field.
Any vehicle without a daily walkaround check logged today appears on a dashboard panel, so a gap is visible immediately rather than discovered later. Once submitted, only the person who logged a check can edit it.
Records what actually happened, and feeds it back into the vehicle record automatically.
Where the Vehicles screen tells you when a service or MOT is due, this module records what actually happened and feeds that back into the vehicle record automatically, rather than keeping a second, disconnected version of the truth. Six maintenance types: Scheduled Service, MOT, Repair, Defect Rectification, Manufacturer Recall, or Other, each with date, odometer reading, description, supplier or garage, cost, and invoice reference.
Completing a service or MOT record (only once its status reaches Completed) can update the vehicle's Next Service Due or MOT Due date automatically. While any maintenance record is open, or completed without a back-in-service date, the vehicle is automatically marked Currently Out of Service on its own record, and automatically cleared once every such record is resolved.
One screen giving a Fleet or Operations Manager one row per vehicle, pulling together everything the other modules know.
Fleet Overview holds no vehicle data of its own. Each row shows registration, location, in-service or out-of-service status, and every compliance item due within the next 60 days (MOT, insurance, service, LOLER), plus, for whichever extension modules are installed, the latest vehicle check result and any open maintenance records. It works with any combination of modules installed, including none of them: it simply shows fewer columns. It never needs configuring to match what is installed.
Live vehicle location on a map that updates automatically.
A PTS Administrator or Compliance Manager creates a dedicated device account for the tracker or driver's phone and links it to the vehicle on the vehicle's own edit screen. The vehicle is always resolved from that link, never trusted from anything the device itself claims, so a mis-set or spoofed device cannot report against the wrong vehicle.
Positions appear on the Live Map with a plain "last seen Xm ago" indicator so a stale feed is obvious at a glance. Recent ping history is available per vehicle and kept for a limited retention period before being pruned automatically.
Built directly around the way CQC assesses a service: five key questions, rated and tracked over time.
Internal audits against the five CQC key questions (Safe, Effective, Caring, Responsive, Well-led), with four audit types (Internal Audit, Mock Inspection, Spot Check, Peer Review). Each audit records findings, evidence reviewed, CQC rating (Outstanding, Good, Requires Improvement, or Inadequate), auditor, and next review due date.
An improvement action, optionally raised from a specific audit, with an owner, priority, and due date. Five-stage status workflow: Open, In Progress, Completed, Verified Effective, Closed. Completed and Verified Effective are deliberately separate steps: Completed means the owner has done the work; Verified Effective means the Compliance Manager has confirmed it actually fixed the problem.
An owner assigned a quality action, including Control Room or Crew, can see everything about it and update their own progress: status, completion date, and completion notes. They cannot change the description, priority, due date, or add verification notes: that stays with the Compliance Manager.
A dedicated record for safeguarding concerns, kept deliberately separate from incidents.
Anyone with reporting access can raise a concern. Ten Care Act 2014 categories: physical, sexual, psychological, financial, organisational, and discriminatory abuse, neglect, self-neglect, domestic abuse, and modern slavery, recorded as individual checkboxes so a concern spanning more than one category is captured accurately. Includes a body map for marking visible injuries or concerns.
An email alert is sent the moment any concern is filed, to the alert address for that concern's location or your organisation-wide address. There is no severity threshold: every safeguarding concern is treated as needing prompt attention.
Reserved for the Compliance Manager: referral made, referred to whom, referral date, date the Local Authority was notified (the statutory duty under Care Act 2014 s42 in England), investigation notes, outcome, and a follow-up review date that appears on the Compliance Watchlist until the concern is closed.
Lets frontline staff file an incident report themselves, with a genuinely narrow way in for Control Room and Crew.
Four extra fields on the standard incident edit screen: Witnesses, Root Cause, Corrective Actions, and a Follow-up Review Due date that appears on the Compliance Watchlist and clears automatically once the incident is closed. Root Cause, Corrective Actions, and Follow-up are reserved for the Compliance Manager.
If your organisation has published a Report an Incident page, Control Room and Crew can use it directly without a wp-admin login. They can file a report and read back only the reports they filed. They cannot see a bulk list of every incident, open anyone else's report, or see investigation-only fields, even on their own report.
An email alert is sent automatically the moment any incident's severity is set to High or Critical, ensuring urgent incidents reach the right people without delay.
A PTS Administrator-only screen for creating and managing staff accounts safely.
Create a new account with exactly one of the four PTS Manager roles: there is no way to grant a WordPress Administrator or any other role from this screen, preventing accidental access to the whole website. Assign the account to one or more locations for Control Room and Compliance Manager users. Optionally create a linked Crew Member profile in the same step. Send a password-reset email, or remove PTS access, which un-assigns the role without deleting the underlying account, so historical records (who did what, and when) stay attributable.
What each role can do, module by module. Full means create, view, edit, and delete. Read-only means view only. Own only means limited to records the user created, is assigned to, or is linked to.
| Module / Screen | Administrator | Control Room | Compliance Manager | Crew |
|---|---|---|---|---|
| Patients | Full | Full | Read-only | Own journeys' patient only |
| Journeys | Full | Full | Read-only | Own assigned only |
| Vehicles | Full | Read-only | Full | No access |
| Crew | Full | Read-only | Full | Own profile only |
| Incidents (core) | Full | No access* | Full | No access* |
| Complaints | Full | No access | Full | No access |
| Policies | Full | No access | Full | No access |
| Locations | Full | Read-only | Read-only | No access |
| Settings | Full | No access | No access | No access |
| Booking Management | Full | Full | Read-only (series) | Own journeys only |
| Vehicle Cleaning & Checks | Full | View all / edit own | Full | View all / edit own |
| Vehicle Maintenance | Full | Read-only | Full | No access |
| Fleet Management | Full | View | View | No access |
| GPS Tracking | Full | View | Full | No access |
| Quality Management: Audits | Full | No access | Full | No access |
| Quality Management: Actions | Full | Own assigned only | Full | Own assigned only |
| Safeguarding | Full | Report & own only | Full | Report & own only |
| Incident Reporting | Full | Report & own only | Full | Report & own only |
| User Management | Full | No access | No access | No access |
* Unless the Incident Reporting extension is installed, which gives Control Room and Crew a report-and-view-own capability.
Two organisation-wide choices, set by a PTS Administrator.
The email address the daily compliance digest is sent to, and how many days before something is due you want to be warned (default 30 days). Each location can also override the organisation-wide address with its own alert email.
Whether deleting the plugin from the Plugins screen (not simply deactivating it) should also permanently delete all PTS data. Leave this switched off if you are subject to statutory record-retention requirements. Deactivating the plugin never deletes anything.
The Settings screen also lists every extension module currently installed and active, with its version number: a quick way to confirm which modules are on your site.
PTS Manager is a WordPress plugin, not a subscription SaaS product. That changes what you own, what you pay, and who controls your data.
PTS Manager runs on your own WordPress hosting. Your patient records, journey data, incident reports, and compliance records stay on your server, under your control. No third party can hold your data hostage or cut off your access.
No monthly subscription, no per-user fees, no price hikes. You buy PTS Manager once and it is yours. Ideal for PTS providers watching every penny, especially start-up services.
WordPress powers over 40% of the internet. Your software runs on a mature, secure, constantly updated platform with a worldwide developer community. You are not relying on a small startup that could disappear.
Staff and managers never see the WordPress admin area unless they need to. The optional staff portal runs entirely from the front end. If you can use a website, you can use PTS Manager.
Your data stays on your hosting. We do not have access to your patient records, journey data, or compliance information. No data harvesting, no advertising tracking. GDPR compliance is built in.
Start with the core system and add extensions as your service grows. Each module plugs in independently without touching the core. You only install what you need, when you need it.
You are not tied to us for the life of your service. You can manage your system independently, add extensions as your service grows, and configure workflows to match how your service actually operates.
Our team in Cheadle, Staffordshire, installs and configures PTS Manager for your service, migrates your existing data, trains your staff, and is on hand for go-live. Ongoing support from people who understand UK patient transport.
One-off payment. No subscriptions, no per-user fees. Synergy members save 10%.
Full core system, installed on your WordPress site
Core system plus all nine extension modules
Add modules as your service grows
Early bird prices shown. Standard prices: PTS Manager £899, PTS Manager + Extensions Bundle £1,499, Individual Extensions from £149. All prices exclude VAT. Synergy members receive an additional 10% discount. Early bird offer ends 30 September 2026. Installation, data migration, and staff training are included with every licence.
Get in touch to discuss your patient transport service needs and see how PTS Manager could fit your organisation.
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