What's happened
A report by Unison reveals that NHS ambulance call handlers are experiencing high turnover rates and burnout, with 27% leaving their jobs in the past three years. The emotional toll of distressing calls and inadequate support is leading to increased sick leave and longer response times for patients. The findings were presented at Unison's annual conference today.
What's behind the headline?
Key Issues Facing NHS Call Handlers
- High Turnover Rates: 27% of call handlers have left their positions in the last three years, indicating a significant staffing crisis.
- Sick Leave: Call handlers take an average of 33 sick days annually, far exceeding the UK average of four days, reflecting the intense emotional strain of the job.
- Emotional Toll: Many call handlers report feeling overwhelmed by the nature of their work, which often involves handling traumatic calls related to suicides, stabbings, and other emergencies.
- Lack of Support: The report emphasizes a lack of adequate support for staff, contributing to burnout and high turnover. Call handlers often feel powerless to assist patients effectively due to systemic issues within the NHS.
Implications for Emergency Services
The findings suggest that without significant changes to support and retain call handlers, the quality of emergency response services will likely deteriorate further. This could lead to longer wait times for patients in critical situations, ultimately impacting public health outcomes.
What the papers say
According to The Independent, Unison's report reveals that over a quarter of NHS ambulance control room staff have left their jobs in the last three years, attributing this to a lack of support and the emotional strain of handling distressing calls. The Guardian highlights that 27% of control room staff have quit, with many feeling overwhelmed and unsupported. The Mirror adds that the average call handler takes a month off sick each year, emphasizing the emotional toll of their work. Christina McAnea, Unison's general secretary, stated, 'These findings paint a bleak picture of the conditions faced by 999 control room staff.' This sentiment is echoed across all sources, underscoring the urgent need for systemic changes to support these essential workers.
How we got here
The report highlights a growing crisis among NHS ambulance call handlers, exacerbated by the COVID-19 pandemic and ongoing pressures within the healthcare system. Increased demand for emergency services has led to burnout and high turnover rates among staff.
Go deeper
- What are the main reasons for the high turnover?
- How is the NHS addressing this issue?
- What support is available for call handlers?
Common question
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What is Causing the Burnout Crisis Among NHS Call Handlers?
NHS ambulance call handlers are facing a significant burnout crisis, with alarming turnover rates and emotional strain impacting their ability to respond effectively to emergencies. This situation raises critical questions about the well-being of these essential workers and the implications for patient care. Below, we explore the main causes of this crisis, its effects on healthcare, and potential solutions.
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Unison, stylised as UNISON, is the largest trade union in the United Kingdom with almost 1.4 million members.
The union was formed in 1993 when three public sector trade unions, the National and Local Government Officers Association, the National Union of
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The National Health Service (NHS) is the collective term for the four separate publicly funded healthcare systems of the United Kingdom: the National Health Service (England), NHS Scotland, NHS Wales, and Health and Social Care (Northern Ireland) which...
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The United Kingdom of Great Britain and Northern Ireland, commonly known as the United Kingdom or Britain, is a sovereign country located off the northÂwestern coast of the European mainland.