Increase in call handler coverage at peak demand hours, improving response capacity
Decrease in staff turnover, reflecting improved engagement and retention
Shift pattern redesigned to a maximum of three consecutive night shifts, supporting staff well being
An ambulance Trust’s 999 Emergency Operations Centre (EOC) faced persistent operational and workforce challenges impacting service delivery and staff experience. High sickness and turnover rates, and low staff productivity and engagement were undermining performance. Additional operational issues included:
- Shortfall in afternoon shift coverage
- Limited accountability for breaks
- Unequal workload distribution across dispatch desks
The existing model was no longer fit for purpose and lacked the structure required to sustain performance and workforce stability. Low engagement also contributed to a culture where staff felt unheard and disconnected from decision-making.
- Diagnostic engagement: Conducted a nine-week engagement exercise with 200+ staff across all levels, from senior leadership to frontline call handlers and dispatchers. Emerging themes and pain points were captured in a detailed diagnostic report, providing a clear evidence base for change
- Co-design solutions: Established 5 working groups to address key themes: team structure and patterns, communication and staff input, professional development, expectations, and working environment. Solutions included a new team-based rota model with embedded afternoon coverage and regular team touchpoints
- Implementation and monitoring: TN supported local teams with implementation, provided performance monitoring post-roll out, and continued to work with working groups to embed cultural and operational improvements
