About Us

With our team of PTOs handling non-emergency transfers, sometimes over an extended period of time, there’s often an opportunity to build a great bond and rapport with patients. This is particularly true for Than and her family.

Daughter Phillipa explains that “over the years, we’ve had many PTOs”, but thanks to the closeness they developed with mum Than, she remembers the names of all of them and can list them, from Owen to Maria, Wendy, Peter, and Samantha.

Phillipa describes the relationship our PTOs have with Than as “just brilliant, they know her so well. If mum isn’t their first pick up of the day, she gets grumpy and likes to say ‘me first! Me first!’.” The bond between Than and her PTOs is obvious to Phillipa, her sisters and her family as Phillipa explains how “mum is so happy with them and always smiles and shouts ‘bye’ when they drop her off”.

Showing some delicious appreciation

Phillipa and her family are so appreciative of their PTOs that Phillipa and her sisters bake for them – three times a week, every week! Phillipa laughing admits, “Oh the number of eggs I’ve gone through!”. But it’s not just about showing gratitude – Phillipa explains that this baking “is my mother’s wishes and it makes her happy”.

And those days when Phillipa is a little slower than usual handing over the cakes? Apparently, our PTOs are quick to ask “oh… no cake today Phillipa?”! 

Reflecting on a strong relationship

Our PTOs’ care extends beyond the patient, with strong relationships formed between them and the patient’s family or support network. In Than’s case, Phillipa says “if I haven’t seen someone in a while, I’ll always ask them ‘where you have you been?!’ – because all the PTOs are just like a family to us”.

“Every day, the PTOs’ dedication stands out. They take such good care of mum. Every PTO will come and talk to her which makes her so happy. I can hear how beautifully they speak to her, telling her it’s ‘nice to see you’. They’re brilliant, I can’t fault them.”

As well as being on long-term dialysis, Than has suffered not one but two strokes. These have impacted on many things, including her ability to walk, and feed herself.

Phillipa explains that this means “I have to arrange everything, from getting her blood pressure checked to making sure she gets fed” while in hospital. Naturally, these health concerns are worrying for Phillipa and their family, but she says that our PTOs are ‘so good’ at looking after Than. This is further evidenced by the respect they show If they’re ever running a little behind – “they’ll always ring to let us know, they’re really good at communicating with us.”

When explaining the motivation to share their story, Phillipa explains that Than “adores all these people. She wants to help them and the PTS. That’s just her nature, she’s a wonderful mother.”

“She really cares for them.”

About the Patient Transfer Service and meet PTO Sam

Our Patient Transfer Service is made up of over 80 Patient Transfer Officers. They’re trained to various skill levels and can administer First Aid, First Responder and up to Emergency Medical Technician skills.  Our PTOs can provide healthcare as needed, providing a level of security for our patients that they’re in safe, care-giving hands. 

Organised by health providers, our PTS transfers approximately 150 – 180 patients per day and manages over 40,000 transports every single year. It runs 17 hours per day, seven days a week throughout Greater Wellington and Wairarapa. 

Patient Transfer Officer Sam has cared for Than and her family since Than started dialysis and sees them between one to three times a week.

When thinking about the relationship she has with Than, Sam says “This closeness can be very normal with most dialysis patients. However, Than has amazing family support so our strong patient relationship also extends to her family. "

“When I first started transporting Than, a family member would always be outside to greet me, and I ended up asking ‘how do you know we’re arriving?’. They said that they have a GPS tracker on Than’s phone. "

“This was extra helpful as we’re very busy, and it saves time when family members help. I always laugh when Than reminds a family member to make sure we get our baking treat – she’s more concerned that we get a treat than getting into our vehicle for transfer to her appointment!”

Becoming a PTO

Sam loves being a PTO because “I’m out on the road, driving all over the Wellington region, meeting patients and families. I get to help people by removing the stress of having to find transport at often stressful times.” 

“We also have a great group of people in Wellington Free and I have made many friends and learnt so much from other staff.”

Sam had spent her whole life working in retail when she explains “as I was hitting my 50s, I decided I needed a career change and another challenge”.

Sam says:

“One of my friends is a paramedic and she said I should do Patient Transfer for Wellington Free. I didn’t even know it was a career option, but I applied and six years later I’m still here!”

“Being a PTO is a humbling and rewarding experience. We get to see people with their highs and lows, we celebrate a patient getting a kidney transplant, a new baby (we transport mums to the NICU [Neonatal Intensive Care Unit] to see their baby) or going home after being in hospital for weeks.” 

“We also empathise with patients who we have transferred home to see out their final days, have just had weeks of radiation / chemotherapy or have had a limb amputation.”

“It’s a privilege to see into people’s lives and I am very proud of the difference I can make to a patient and their families.”

Find out more about our Patient Transfer Service, including how to book.