Strengthening NHS 24 Foundations: Collaboration and Success

Over the past year, NHS 24 has made significant progress in enhancing staff experience through cross-team collaboration. Together, we’ve strengthened foundations, streamlined processes, and fostered a more supportive workplace.

A major milestone was the rollout of a refreshed recruitment process across all skillsets, aligned with our Values and Behaviours framework. This ensures new colleagues feel welcomed and set up for success from day one, building culturally aligned teams from the outset.

To support managers, we launched the Hiring Manager Hub—a central resource that simplifies recruitment and boosts confidence in hiring practices.

Focused efforts to reduce attrition and meet establishment targets have created a more stable environment. Our National and Regional Attrition groups, backed by clear action plans, have helped staff feel supported and encouraged to grow.

The Data and Digital team developed Recruitment and Attrition Dashboards, transforming how we monitor workforce trends and make informed decisions.

Thanks to a centrally coordinated approach, we’ve maintained full establishment for Call Handlers and, for the first time, achieved full establishment for Clinical Supervisors. Across all skillsets, the team managed around 7,000 applicants—prioritising quality, efficiency, and values alignment.

Open Events, hosted with Service Delivery colleagues, continue to attract new talent and showcase our culture. Weekly cross-directorate meetings on Clinical recruitment have improved forecasting and helped meet headcount targets.

This year has shown what’s possible when we work together. Our achievements reflect the ideas and needs of our staff—creating a more inclusive, energised NHS 24.