In 2023, an ambulance service’s 999 service / Emergency Operations Centre (EOC) identified the need to address high sickness and turnover rates, a less engaged workforce and low staff productivity. The EOC also faced several specific operational challenges including:
- A shortfall of cover in the afternoon
- Lack of accountability for break time
- Variation in workload across dispatch desks
TN was commissioned to deliver an extensive staff engagement piece and use the insights to design and implement a new way of working that would address the challenges faced in the EOC
To achieve this objective, we followed a three-step process:
- Engagement with staff to identify emerging challenges and priorities to resolve:
For the first 9 weeks of the project, we completed an extensive engagement exercise to give all staff the opportunity to have their voice heard. This involved engaging with 200+ staff, from the senior leadership team to frontline call handlers (ECHs) and dispatchers (ERDs) to create a 60+ page document detailing the emerging themes - Co-develop solutions with staff to address the topics raised during engagement through workshops, table-top discussions, and working groups:
Following the engagement period, five working groups were set up to address key themes highlighted by staff: (1) teams and working patterns, (2) communication and staff input, (3) professional development, (4) setting expectations, and (5) working environments. To enhance ownership over the solutions, each working group was led by an EOC staff member. Through working groups 1 and 2, a new teams-based rota was developed that meant staff would work in teams, work afternoon shifts, no longer worked a relief week, and had regular team touchpoints in huddles and team days. - Implement solutions, tailored at a local level:
The EOC moved to their new rotas on July 1st 2024. Following the go-live, TN analysed performance data to monitor the change, and continued to support the other three working groups.
Afternoon coverage
14%
call handler coverage at 14:00
Aligning call handler coverage with demand means there is ~14% more call handler coverage at 14:00, which was previously a period of shortfall.
Staff turnover
4.5%
turnover rate
Compared to the same period last year, turnover is 4.5pp lower, suggesting the new way of working has improved staff wellbeing and improved retention.
Staff to manager ratio
ideal team size
In line with the Trust strategy, all staff now work in teams of 15, led by one manager, improving the overall staff to manager ratio.
Work-life balance
consecutive night shifts
Staff now work a maximum of 3 consecutive night shifts, which improves work-life balance and promotes healthier work patterns.
