1. Introduction

These national standards for healthcare portering services establish a consistent, high-quality framework for the delivery of safe, effective, and patient-centred portering across NHS organisations in England.

Porters are frequently the first and last point of contact for patients, families and visitors. As one of the largest non-clinical patient-facing staff groups in the NHS, they play a vital role in patient safety, dignity, and flow. These standards recognise the professionalism and value of portering teams, while supporting greater visibility, consistency, and leadership across services.

The standards acknowledge the complexity and diversity of healthcare environments and the wide-ranging responsibilities undertaken by porters. They are designed to be adaptable, enabling organisations to tailor implementation to local service models and patient needs while maintaining a clear and consistent national approach to excellence.

They also support wider NHS priorities, including the 10 Year Health Plan, the forthcoming 10 Year Workforce Plan, and the NHS People Promise, contributing to inclusive, sustainable and high-performing care environments.

1.1 Improvement through the maturity matrix

To support continuous improvement, the national portering standards are underpinned by an accompanying maturity matrix. This tool provides a structured framework to help organisations assess their current level of maturity against the 22 portering standards and develop a tailored action plan for improvement. Standard operating procedures (SOPs) where possible should be aligned with the maturity matrix, to ensure consistency and agreement across services and departments, supporting safe, efficient, and high-quality portering practices.

1.2 Monitoring

Progress against the standards will be monitored by NHS England through Premises Assurance Model (PAM). Organisations will be expected to report annually on their level of compliance and provide supporting evidence of improvement.

The accompanying maturity matrix (link) provides a practical framework for monitoring at a local level. It enables organisations to monitor progress, identify gaps, and develop tailored action plans for continuous improvement. This structured approach ensures that portering services evolve in line with best practice and deliver measurable improvements.

2. Responsibilities

The responsibilities set out below define the respective roles of employers, employees, and NHS England in delivering safe, effective, and high-quality portering services.

2.1 Employer responsibilities

• Ensure compliance with the national portering standards.
• Provide adequate training, resources, and equipment for safe and effective service delivery.
• Embed portering services within governance structures, including reporting at board level.
• Develop and maintain Standard Operating Procedures (SOPs) aligned with the standards and maturity matrix.
• Monitor performance and implement continuous improvement plans.
• Comply with the Health and Safety at Work Act 1974, ensuring legal duties to protect employees and others (including agency workers and contractors) from workplace injuries and ill-health.
• Ensure all staff are appropriately trained in the correct use of gloves and other PPE to prevent harm and maintain safety.

2.2 Employee responsibilities

• Adhere to all standards, including safety, hygiene, communication, and professionalism.
• Understand the 22 national portering standards and how each applies to their role and daily responsibilities.
• Follow SOPs and local protocols to ensure safe and efficient patient movement.
• Maintain respectful and clear communication with patients, clinical teams, and colleagues.
• Report incidents, hazards, or safety concerns promptly.
• Engage in ongoing training and development to maintain competency.

2.3 NHS England responsibilities

• Provide national oversight and guidance for the implementation of the standards.
• Maintain and update the national portering standards and maturity matrix.
• Support trusts with resources, best practice examples, and benchmarking tools.
• Monitor adoption and progress to ensure consistency and quality.
• Facilitate collaboration and knowledge sharing across organisations.

3. Training

All NHS organisations must have robust policies and procedures in place to guarantee comprehensive training and induction for all portering staff. This includes:

• formal induction and training programmes delivered both in the classroom and on the job
• supervised working for new recruits
• ongoing continuous personal development (CPD) training for existing staff, aligned to required competencies and evolving standards
• consistent baseline training for all porters, with additional specialised modules as needed
• provide access to apprenticeship training and vocational education where appropriate, ensuring opportunities for skill development at all levels
• training and education should align with defined career pathways, supporting progression, retention, and staff wellbeing through clear development routes
• training on evacuation, invacuation, and lockdown procedures
• where relevant, roles in Helicopter Operations, as detailed in the Trust’s Helicopter Operating Manual
• completion of Action Counters Terrorism (ACT) eLearning via Protect UK

Oversight of all training programmes must be provided by a dedicated services manager, ensuring delivery is effective, monitored consistently, and aligned with national standards.

4. Governance

The national portering standards establish a clear governance framework to ensure accountability and oversight in the delivery of safe, effective, and high-quality portering services. By setting out roles, responsibilities, and reporting structures, the standards promote consistent practice and enhance patient safety.

4.1 Policies and procedures

Healthcare organisations will already have in place strategic plans and policies outlining how they will maintain a safe and supportive environment for everyone who uses or works in their facilities. These policies should encompass all portering activity within the organisation and should reference any supporting specifications and procedures where appropriate. These policies should set out the organisation’s strategic aims and describe how the requirements of the national standards will be achieved through effective collaboration between the Director of Estates and Facilities, Health and Safety, and the Infection Prevention and Control (IPC) team.

4.2 Governance responsibilities

Board-level oversight must also consider that all staff involved in portering activities understand their individual responsibilities; that systems and procedures are developed to support good practice and compliance with the national standards; that guidance is implemented and followed; and that staff receive appropriate training to carry out their duties safely and effectively. Local managers are responsible for maintaining and updating the organisation’s portering policy to ensure ongoing alignment with the national standards.

4.3 Committee and board reporting

Committee and board reporting ensure accountability and oversight of portering services. Reports should cover KPI’s, compliance with standards, and any identified risks or improvement actions, while also demonstrating how portering services contribute to patient safety, operational efficiency, and the overall patient journey. Regular attendance at daily bed meetings strengthens collaboration between clinical leadership and portering supervisors, offering confidence and a clear point of contact for operational issues. Board-level oversight must also consider training, workforce development, and investment priorities to maintain service quality, resilience, and continuous improvement.

5. Digital and technology

5.1 Purpose

Healthcare organisations must provide assurance that portering services are safe and high-quality and equipped to embrace digital solutions that enhance efficiency, transparency, and patient experience. This includes ensuring staff have the necessary digital literacy to use technology confidently and effectively.

Digital tools should support real-time communication, service tracking, and data-driven decision-making, helping organisations demonstrate to patients, staff, and the public that services meet the required standards to deliver safe and responsive portering services.

5.2 Digital technology

Digital technology supports the development of portering services and improving efficiency, safety, and transparency. Its application should focus on enhancing operational processes, including:

• real-time activity tracking and scheduling to optimise patient transfers and reduce delays
• electronic systems for identifying trends, hotspots, and service performance
• innovative technologies to strengthen service delivery and support continuous improvement

A wide variety of technology for portering services is already available, it is appropriate to understand systems that are currently being used successfully on other healthcare sites, as well as using current frameworks to view and pilot systems that may be suited. Organisations should:

• review technologies successfully implemented in other healthcare settings and explore opportunities to pilot new solutions within existing frameworks
• involve portering teams in system selection and rollout to ensure understanding of training and supervision requirements
• determine appropriate investment levels for digital tools and system controls to support service improvement and governance

6. Maturity matrix

The maturity matrix is a practical web-based framework designed to help organisations evaluate the effectiveness of their portering services, identify gaps, and plan targeted improvements. Built around the 22 portering standards, the matrix reflects the core functions, responsibilities, and enablers of a high-performing service.

By completing the matrix, organisations can:

• assess their current position against national standards
• benchmark performance and compare progress over time
• set clear objectives and prioritise actions for improvement
• develop tailored action plans to advance through each stage of maturity

Access the maturity matrix.

7. The national standards for healthcare portering services

The following section provides a detailed overview of the 22 portering standards that make up the maturity matrix toolkit, including statutory guidance and relevant policy information.

It is important to note that not all 22 standards will apply to every portering service. For example, in mental health settings, porters may not be involved in moving patients, and in some services, porters may not transport food or mail. The maturity matrix enables organisations to assess themselves against only the standards that are relevant to their service.

1. Policies, procedures, and instructions

Organisations must maintain a controlled, accessible suite of policies and SOPs covering all portering functions, including 24/7 operations and surge scenarios. SOPs should be inclusive, clear, and support decision making under pressure. Staff are required to confirm they have read, understood, and can apply the SOPs relevant to their role, with documents reviewed at least annually or following incidents and service changes. Staff are required to confirm they have read, understood, and can apply the SOPs relevant to their role, with documents reviewed at least annually or following incidents and service changes.

2. Management capability

A defined management structure with clear roles, competencies, and governance routes must be in place to drive service quality, workforce development, and resilience. Leaders and managers should evidence compassionate, values‑based leadership aligned to NHS leadership principles, and complete mandatory training in people management, performance, safety, and equality, diversity, and inclusion.

3. Training

All staff must complete mandatory and role-specific training, with regular updates and access to CPD and apprenticeship development opportunities. Staff should have a Training record that should be maintained and reviewed to ensure compliance and support progression. Training records must be current and reported through governance structures, with development pathways that support motivation, retention, and progression.

4. Business continuity planning

Portering services require a service specific business continuity plan that addresses workforce resilience, redeployment, digital downtime, site access, lift failure, and critical logistics. Plans should be tested through exercises, with lessons learned incorporated promptly and responsibilities and escalation thresholds clearly defined.

5. Infection, prevention and control

Porters must receive Infection Prevention and Control (IPC) induction and periodic refreshers aligned to national guidance and local policy. Portering practice should support national cleaning standards, with timely escalation of hygiene issues. Spillages of bodily substances must be managed in accordance with local cleanliness policies, which clearly define responsibility for clean-up (for example, nursing/departmental staff or cleaning staff). Staff performing this duty must be trained in spillage cleaning and follow the approved local and national guidance.

6. Risk management

All service risks should be recorded on the organisational risk register with controls, owners, review cycles, and escalation criteria. An open and inclusive culture must enable incident reporting and learning, with wellbeing risks such as fatigue, stress, and violence/aggression actively assessed and mitigated.

7. Emergency procedures

Porters must be competent in responding to major incidents and site-specific emergencies, including fire, evacuation, invacuation, lockdown, lift failure, and security events. Roles, muster points, communication channels, and response steps should be defined in procedures and rehearsed through regular drills of specific emergencies, including fire, evacuation, invacuation, lockdown, lift failure, and security events. Roles, muster points, communication channels, and response steps should be defined in procedures and rehearsed through regular drills.

8. Personal protective equipment (PPE)

Employers must provide task‑appropriate PPE and training in selection, donning, doffing, and disposal, ensuring availability at point of use. Staff should use disposable aprons where splash risk exists and gloves suitable for the task, including certified chemical‑resistant and latex‑free options where indicated. Gloves must be inspected before use and must not replace hand hygiene, where the task involves the use of chemicals, the gloves should be certified as suitable for chemical resistance and comply with the PPE Directive (89/686/EEC). Training must cover PPE selection and use, hand hygiene techniques and cross-contamination prevention, accidental exposure management ‑contamination prevention, accidental exposure management and incident reporting, including spillage procedures for bodily substances.

9. Control of substances hazardous to health (COSHH)

Portering staff must be trained and assessed as competent in the safe handling, use, storage, and disposal of hazardous substances. COSHH assessments and safety data sheets must be available at point of use, with controls, PPE, and emergency procedures enforced to protect staff, patients, and the environment.

10. Waste management

Waste activities, from segregation to final disposal, must comply with legislation and Health Technical Memorandum 07-01: Safe and sustainable management of healthcare waste (2023). Porters support safe, 24/7 movement of waste, escalate issues, and follow spillage and accidental exposure procedures. All staff should be trained appropriately, with a full understanding of the varying wastes on a healthcare site, working in partnership with leadership teams and the waste contractor.

11. Security and CCTV

Portering teams contribute to site safety by adhering to security protocols, challenging or escalating concerns appropriately, and supporting safe environments for patients, visitors, and staff. In line with emerging duties under the Terrorism (Protection of Premises) Act 2025, teams should remain especially vigilant to suspicious behaviour, unattended items, or unusual activity, reporting concerns promptly through local escalation routes. Where CCTV and access controls are used, practice must align with local policy, privacy, and data protection requirements.

12. Transportation and movement of patients

Patient movement must protect dignity, comfort, and safety. Porters require training in safe manual handling, equipment use, and effective communication, with processes designed to minimise delay, safeguard vulnerable patients, and reduce musculoskeletal risk and stress for staff.

13. Transportation and storage of medical gases

Porters must be trained in the safe handling, transport, and storage of medical gases in line with local procedures and HTM_02-01_Part_A. Patient transfers on cylinders require defined safety checks, communication protocols, and route planning to ensure continuity and reduce risk. Training must include supervised practice, formal assessment, and ongoing liaison with clinical teams to maintain safe stock, usage and system safety.

Medical gases (for example oxygen) are treated as medicines and are prescribed and administered by clinical staff. Porters must not prescribe, initiate, adjust, or administer medical gas therapy to patients.

The portering lead should participate in the Medical Gas Safety Group to support compliance and safe practice. Oversight of the Medical Gas Pipeline System (MGPS) operational policy rests with the Authorised Person (MGPS) and the Chief Pharmacist, who are responsible for its development, implementation, and monitoring.

14. Helicopter procedures: arrival and departure

Where applicable, porters supporting helicopter operations must complete approved CAA training and follow site-specific SOPs. Coordination with clinical and emergency teams should ensure safe cordons, clear communications, and orderly patient flow during arrivals and departures. Coordination with clinical and emergency teams should ensure safe cordons, clear communications, and orderly patient flow during arrivals and departures.

15. Equipment

Only trained and competent staff may use equipment relevant to portering. Pre-use safety checks are mandatory, with equipment cleaned, maintained, and stored according to manufacturer guidance. Defective items must be removed from service and reported for repair or replacement without delay. Safety checks are mandatory, with equipment cleaned, maintained, and stored according to manufacturer guidance. Defective items must be removed from service and reported for repair or replacement without delay.

16. Transfer of deceased patients to the mortuary

Transfers of the deceased must be conducted with utmost dignity, sensitivity, and respect, in line with local policy and legal requirements. Staff should receive appropriate training and have access to wellbeing support for these sensitive duties.

17. Transportation of goods, supplies and mail

The movement of goods, supplies and mail must be safe, timely, and secure, with routes planned to protect patient flow, fire egress, and public areas. Staff should be familiar with site layouts and follow handling, documentation, and escalation protocols to prevent delay or loss. Porters must uphold confidentiality and comply with local information governance policies at all times.

18. Transportation and movement of laundry and linen

Handling and transport of clean and soiled laundry must meet IPC standards, ensuring segregation, containment, and defined routes, supporting hygiene and timely turnaround across clinical areas.

19. Transportation of food

Food must be transported hygienically in accordance with food safety regulations and local procedures, maintaining temperatures and holding times where required. Close coordination with catering ensures timely delivery and safe service to patients and staff.

20. Transportation of specimens and blood products

Specimens and blood products must be handled and delivered in line with clinical protocols, packaging, temperature control, and time requirements. Chain of custody should be maintained, with respect for any religious or ethical considerations associated with transport. All portering staff should be trained in PPE selection, hand hygiene techniques and cross contamination prevention, accidental exposure management and incident reporting, including spillage procedures for bodily substances. The chain of custody should be maintained, with respect for any religious or ethical considerations associated with transport, as well as appropriate measures for contamination prevention, accidental exposure management, and incident reporting.

21. Audit and monitoring

Portering services should operate a planned audit programme covering practice, environment, equipment, and documentation, with actions, owners, and timelines recorded. Digital audit tools or standardised templates should enable trend analysis and learning, with audits informing workforce development and wellbeing improvements as well as compliance.

22. Key performance indicators (KPIs)

Portering services should have KPIs that are simple, clinically relevant, and directly linked to patient flow, operational efficiency and reducing risk. Core measures could include:

• reactivity: time from emergency request to porter attendance, supporting rapid response
• punctuality: scheduled versus actual arrival time, ensuring reliability for planned transfers
• efficiency: tasks completed per porter per hour, aiding resource planning and capacity management

Broader KPIs should cover patient experience and workforce performance, such as sickness absence, training compliance, and staff engagement. KPIs must be reviewed at both operational and board level, with improvement plans. Benchmarking against national standards and peers should drive continuous improvement.

Publication reference: PRN01530i